Jelena Lihhatsova

JELENA LIHHATSOVA 61 Heywood court, Northwood, Santry, Dublin 9, Ireland Tel. --https://www.linkedin.com/in/jelenalihhatsova/ www.jelenalihhatsova.com PERSONAL STATEMENT My career goal is a role that allows me to take responsibility for educational process of the team, helping to build both confidence and knowledge that are required on a day -to-day basis. My curiosity and enthusiasm make me very good at research and learning and my interpersonal & social skills make me a real people’s person. LANGUAGES Russian – native English – fluent Estonian – native SKILLS Russian – native English – fluent Estonian – native EMPLOYMENT EXPERIENCE Nikon – trainer / mentor August 2017 – current days - Delivering multiple training modules to our new hires Providing support & guidance to customer service agents Providing CSAT & DSAT analysis Participating in monthly meetings with the client Working closely with team managers & Quality team Following and adhering to monitoring and evaluation processes, procedures and tools. Booking.com – associate trainer / temporary role as a help with the new client March 2017 – August 2017 - Responsible for educational process of Booking.com new hires – delivering the training Working with Booking.com systems (Extranet; TED) Facilitating practical exercises Providing support to the agents on the floor Nikon - Quality Coacher March 2016 – February 2017 - Monitoring, evaluating and reporting on techniques, skills and capabilities, and identifying areas of improvement, or non-compliance for the team Maintaining and displaying an objective attitude, and ensuring fair, unbiased and professional behaviour at all times. Utilising appropriate tools and documents efficiently, and to required standards. Conferring with management to manage situations and issues efficiently and in the best interests of the organization. Reporting on staff performance objectively, and providing recommendations where appropriate. Technical Support Professional, Nikon Europe September 2010 – February 2016 - Providing technical support and customers support to Nikon customers Answering calls, emails and chat in an efficient and professional manner Working with a full range of Nikon equipment (cameras, lenses, speed-lights etc.) Youth worker / Project coordinator, NGO EstYES August 2009 – September 2010 - Working with European Union Program Youth in Action (Erasmus +) under European Commission directed to youth personal growth and education. - Projects development, submission and monitoring. - Attending annual meetings (5 times a year) in different EU countries to discuss further development of the program. EDUCATION & TRAINING Estonian Maritime Academy - 2016: Accredited trainer certificate - 2016: Certificate in Sociology & Basics of Psychology by Australian Sidney University - 2008 graduate: Bachelor's degree in Marine Engineering & Marine Law INTERESTS • • • • Photography Psychology Sociology Language studies