Ekaterina Laptanovich
Trstenice,647
Summary
Senior Process Specialist/ SME
Results-driven Senior Process Specialist/ SME successful at working alone or as part of team to achieve challenging targets. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Process Specialist, SME
Infosys BPO
2021.07 - Current
- Establish training material, provide training, and drive adoption for projects implemented
- Report and track implementation of corrective actions to ensure process stability
- Perform process audits, identify gaps in process and provide feedback to agents/ TL
- Provide subject matter expertise for complex issues
- Write clear and informative guidelines
Senior Process Specialist/ Deal Desk Support
Infosys Infosys BPO, Brno
2020.05 - 2021.06
- Proposed logistics solutions for customers.
- Gained extensive knowledge in data entry, analysis and reporting.
- Acted as team leader in group projects, delegating tasks and providing feedback
- Daily close communication with sales team, providing recommendations and updates, accurate tracking of order
- Main point of contact for client, collaborating with escalation team
Senior Process Executive
Infosys BPO
2019.05 - 2020.05
- Daily communication with customers to solve query for more than 15 customers per day
- Problem solving with booking and invoicing issues; guidance and provide best practices to clients
- Prepare; edit; provide price quotes; collaboration with sales internal sales department
- Investigated basic issues and escalated more complicated concerns.
- Conduct with quality department
Personal Assistant
Lintrade s.r.o.
2013.02 - 2015.07
- Administrative and organization assistance for executive chief
- Customer support
- Schedule meetings and appointments
- Organize travel, transport, and accommodation
- Prepare presentations
- Maintained appropriate filing of personal and professional documentation
Education
M.D. - Business Economics
Brno University of Technology
Brno06.2025
BBA - Informatics, Business Information Systems
High Business School
Prague2014
Skills
- MS Office (Excel, Word, Outlook, Project Planning)
- CRM, SQL, Oracle, Salesforce
- Zoom, Microsoft teams, GIRA, Agile Environment
- Presentation skills
- Detailed-oriented
- Proactive and result oriented
- Customer Experience
- Organizational skills
- Communication skills
- Team work/ Collaboration
- Project Management
Accomplishments
- Supervised team of five staff members.
Additional Information
- Awards and achievements , 2019
- World Class Customer Service Award 2020
- World Class Customer Service Award Recognition for provided service from key customer and trustful relationship with sales team 2022
- Team spirit Award 2022
Certification
- Lean Accelerator, Infosys - 2022
- Knowledge Management, Infosys- 2022
- Customer Support 200 and 1 Tier Customer Service Certification, Infosys - 2019
Languages
Russian
Native language
Czech
Advanced
C1
English
Advanced
C1
German
Intermediate
B1
Spanish
Elementary
A2
Italian
Beginner
A1
Timeline
Senior Process Specialist, SME
Infosys BPO
2021.07 - Current
Senior Process Specialist/ Deal Desk Support
Infosys Infosys BPO, Brno
2020.05 - 2021.06
Senior Process Executive
Infosys BPO
2019.05 - 2020.05
Personal Assistant
Lintrade s.r.o.
2013.02 - 2015.07
M.D. - Business Economics
Brno University of Technology
BBA - Informatics, Business Information Systems
High Business School
- Lean Accelerator, Infosys - 2022
- Knowledge Management, Infosys- 2022
- Customer Support 200 and 1 Tier Customer Service Certification, Infosys - 2019
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