Luchiia Mendosa

About

Dear Remotehub Team, My name is Luchiia Mendosa, фтв I’m delighted to apply for the Customer Support / Training / Customer Onboarding Department Manager Position at a fast-growing and progressive company. I truly believe that I have all the required knowledge, skills and experience to fulfill your needs. Last 8 years I’ve dedicated myself to working remotely as a customer support manager and trainer. I am a self-driven and ambitious person. I like to challenge myself and my team to reach the best possible results. At my previous working place, 80% of customer support coaches have been trained by me and almost 100% of the training videos and documentation have been created by me. I have a strong vision that positive results can be achieved in any circumstances. Even if everything seems impossible, I always say that the sky has no limits. I like to inspire people and I consider myself an influencer. I think that the team does a great job when they are led by the example of their manager. I really want to become that one manager at StreamYard that will be an example for the team. The key to a company's success is its members, every team member is unique, and requires a personal approach. I am willing to provide that personal approach and support whenever it’ll be needed. In my personal opinion, empathy is the key as well as motivation and positivity. If we combine it all together we will get that working formula for how to become successful as a team! My mission at my previous job was to share my knowledge as expertee with the whole team. My biggest joy was to see my trainees growing and succeeding within their roles in the company. I was especially proud when some of my mentees got promoted to managing positions. That was the biggest reward for me. I have a lot of experience in recording internal, customer-facing training videos. I love the idea of how the pre-recorded video content can help to save time and preserve the availability of needed knowledge for the newbies. Looking forward to writing new chapters in Mew’s story of success.

Experience

Cloudbeds

Feb 2020 – Sep 2021

Ukraine (Remote)

Onboarding Department Training Lead

- Create and update videos to support internal and client-facing training objectives. - Help to build a learning-centered culture at Cloudbeds by supporting new hire training and continuous learning needs - Establish and maintain an updated cadence with internal and external stakeholders on new product and process rollout training. - Manage and maintain Cloudbeds University in Docebo - Apply best practices in instructional design, adult learning theory, facilitation, and relevant training methodologies to ensure value-added learning & development

Cloudbeds

Mar 2019 – Feb 2020

Ukraine (Remote)

TitleOnboarding Department Team Lead

- Manage the team - Check the trends of the specific market - Train the team on necessary subjects - Gather the reports of team performance and analyze them - Process customer negative feedback with the coaches and contact the customers when needed to provide assistance - Cooperation with other leads and manager

Cloudbeds

Mar 2018 – Mar 2019

Ireland (Remote)

Projects and Operations Department Manager

- Write the internal and customer-facing knowledge base articles - Update the existing learning content - Manage the team and assign responsibilities related to the content creation and update - Cooperate with other teams to make sure that they have all the needed training and internal documentation to progress within their roles - Cooperate with the translators to make sure that the content is well translated to the officially supported languages

Cloudbeds

Mar 2016 – Mar 2018

Ireland (Remote)

Customer Support Department Manager

- Manage the day-to-day operations, goal setting, performance management, and growth of the coaches - Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs) - Be the point person for any issues or concerns of support team members and leads during shift - Prepare and complete action plans, relaying quality customer support standards, and resolve any departmental issues/problems - Be responsible for my team members’ ongoing career development, continued learning, general wellbeing, and frequently deliver feedback and coaching in support of these initiatives - Manage customer escalations to create positive outcomes and creative problem-solving - As needed: Participate through the interviewing and screening process of new Coaches. - Take responsibility for the resource allocation of our support software, including managing the time off of team members, scheduling, and making sure shifts are covered - Identify trends in support and strategically adjust manpower to fit the team’s needs. This may require a global effort and communication with teams in other locations, collaborating on joint projects and initiative - Create and enforce KPIs based on individual and team performance. - Be in the trenches, being hands-on with your team answering escalated calls and tickets for team members when needed - Serve as the communication link between upper management and your team members - Work on projects to improve department processes and efficiency. - Create training materials to keep up-to-date with the latest system updates - Train the newly hired coaches - Attend company-wide online training sessions

RegularPay

Dec 2015 – Mar 2016

Ukraine

Financial Advisor

My main goal was to support our clients in all possible ways. Also, I was responsible for finding new potential clients who might be interested in working with us. RegularPay is a payment solution for all FOREX, Gambling, Binary options, Lottery, Gaming, E-commerce websites. RegularPay is a European payment service provider (PSP) that builds business upon high-quality service and customer’s trust. More than 8 years of successful experience proved that individual and attentive approach, immediate reaction to inquiries, readiness to provide nothing but the best possible service are the qualities to focus on because they make us reliable.

AuctionExport

Jun 2012 – Jul 2015

Canada (Remote)

Customer Support Department Manager

Performing customer assistance via phone calls and emails, mostly online. - Dealing with international auto buyers. - Arranging wholesale auto auctions and bidding process online. - Assistance in a vehicle search. Preparing vehicle information for each customer individually to purchase. - Arranging Transportation from the USA to North and South America Countries. - Had 10 agents under my supervision. Responsible for making schedules for my employees. - Hosting master classes and training for my staff. Generating sales reports and submitting work performance results of my team. AUCTION EXPORT.com is a web portal to the world of North American wholesale auto auctions. This innovative technology allows international buyers to search, buy and export any vehicle of their choice. Our logistics department uses the combination of in-land and oceanic transportation to deliver the purchased vehicles from the auction directly to you.

Education

Zaporizhzhya University of Economics and Informational Technologies

Sep 2008 – Jun 2013

Bachelor's degree , Accounting and Finance

Skills

Languages