KEVIN USCHUK
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Leadership Professional
Accomplished, forward-thinking, and goal-focused professional with a record of successful experience in leading customer
service operations. Skilled in the development and implementation of key strategies focused on enhanced performance,
efficiency, and effectiveness. Talent for providing transformational leadership to deliver the accomplishment of operational
and program excellence. Collaborative communicator capable of building strategic relationships to promote cohesive
business practices.
Core Competencies
Operations Management
Training & Development
Continuous Improvement
Leadership
Customer Service
Process Management
Team Collaboration
Account Management
Performance Management
Coaching & Mentorship
Strategic Analysis & Planning
Employee Engagement
Professional Experience
Booking.com – Vilnius, Lithuania
Team Leader
12/2018 – 2/2020
Provided strategic leadership and guidance to a multilingual team of customer service professionals ensuring alignment of
performance with established Key Performance Indicators (KPIs). Managed team delivery across various business
categories. Supported recruitment and onboarding effort. Served as a change agent driving key initiatives and gaining buyin from staff. Assessed performance to identify and remediate development gaps. Promoted and implemented company
policies and best practices. Encouraged continuous improvement across quality and performance metrics.
▪ Stimulated enhanced performance through strategic leadership and mentorship on customer service methodologies.
▪ Established and created a new high performing customer service team by executing strategic onboarding, coaching,
and development.
Booking.com – Vilnius, Lithuania
Customer Service Specialist
5/2018 – 12/2018
Oversaw the creation of positive customer experiences while resolving issues with reservation modifications, cancelations,
special requests, and concerns. Collaborated cross-functionally to drive positive outcomes and promote the organizational
culture. Served as the voice of the customer in resolving key issues and driving continuous improvement. Ensured the delivery
of accurate information to customers. Mentored junior team members on best practices and policies. Participated in team
projects.
▪ Championed the increase in customer satisfaction through KPI continuous improvement efforts.
Fiat Chrysler Automobiles – Turin, Italy
International Assistance Coordinator
2/2014 – 10/2015
Steered the performance of VIP customer accounts focused on customer satisfaction, growth, and retention. Partnered in
the facilitation of new hire training initiatives. Administered payment and warranty processes. Managed and coordinated
international repair efforts across the Fiat Chrysler Automobiles dealership network.
Olympia Languages – Turin, Italy
Manager / Teacher
9/2013 – 6/2014
Developed, implemented, and facilitated comprehensive lesson plans and educational materials. Defined and facilitated
various activities to support lessons and enhance understanding of the English language.
▪ Achieved high levels of student satisfaction and retention by delivering quality service and a commitment to excellence.
KEVIN USCHUK
Buddies School – Turin, Italy
English Teacher
Instructed kindergarten students on the English language.
3/2013 – 8/2013
GC Services – Lansing, MI, USA
Accounts Receivable Representative
11/2011 – 12/2012
Engaged with taxpayers to reconcile and negotiate payment options for past due accounts. Performed duties aligned with
internal and regulator standards. Maintained asset schedules. Analyzed and resolved levy issues.
▪ Ranked as the top-performing representative for direct payments collected month on month.
Earlier experience as an English Teacher at Del Mare Family and a Commercial Assistant at De Paola Bakery in Italy.
Education & Certifications
Micro Master’s in Business Leadership (2021)
University of Queensland - Brisbane, Australia
Bachelor of Science in Business Administration (2020)
University of The People - Pasadena, CA, USA
Business Management
University of Turin - Turin, Italy
Business Studies
Lansing Community College - Lansing, MI, USA
Professional Development
Leadership Professional Certificate - Catalyst Inc.
Certifications
Italiano Porticando & CTP Italian School Certificate - Turin, Italy
Languages
English – Proficient • Italian – Proficient • Spanish – Intermediate • Portuguese – Intermediate
