Hanna Vlsova
Barcelona,Spain
Summary
Versatile and results-oriented professional with a strong background in corporate security and customer support. Demonstrated expertise in managing access controls, incident investigations, training programs, and process optimization to ensure operational excellence. Proven success in mentoring teams, enhancing onboarding processes, and driving productivity improvements. Adept at technical troubleshooting, stakeholder communication, and delivering exceptional customer experiences. A multilingual professional with a focus on innovation, adaptability, and collaborative problem-solving.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Security Specialist (OSP) Tier 2 Corporate Securit
Upstream Risk Management (Amazon)
Prague, Czech Republik
12.2024 - Current
- Perform limited, view-only queries in the corporate security management software to verify and triage device outages.
- Engage senior service professionals to complete run books, dispatch external partners for on-site repairs, and execute programming updates as required.
- Act as the main escalation point for all technical issues.
- Provide training and mentoring to Tier 1 employees.
- Use sound judgment to address scenarios not covered by predefined run books.
- Communicate effectively with customers, stakeholders, and team members across multiple platforms, ensuring consistency by adhering to response templates.
- Onboarded two batches of new employees and enhanced onboarding plans for improved knowledge transfer. Achievement: Successfully enhanced onboarding processes, reducing new hire ramp-up time by 10%.
Security Specialist (OSP) Tier 1 Corporate Securit
Upstream Risk Management (Amazon)
Prague, Czech Republic
07.2024 - 12.2025
- Managed access control for staff and visitors, maintaining building security.
- Investigated alarms and incidents with rigorous evidence collection.
- Reviewed and interpreted software scanning results to determine the best course of action.
- Trained staff in using new networking tools and software, increasing overall efficiency.
- Secured cash and valuables against loss or interference during transport.
- Proposed process automation improvements, reducing manual ticketing work by 36%. Achievement: Introduced automation improvements, saving over 30 hours of team's manual work monthly.
Senior Customer Support Specialist
Preply.com
Prague
12.2022 - 07.2024
- Work with the Mentoring/Management Team and Product Departments to improve products
- Communicate with stakeholders for idea generation and feedback
- Handle senior team Intercom folder inquiries on financial matters
- Guide agents for efficient chat resolutions
- Apply investigative problem-solving and technical troubleshooting
- Since February 2023, served as the Point of Contact for CS Shadowing: Spearheaded the interviewing and onboarding of 10 new shadowers in May and September 2023, ensuring a robust shadowing team for the upcoming Customer Support Onboarding
- Updated and shaped the Shadowing Agenda, streamlining it to enhance efficiency in managing shadowers' daily responsibilities, and made it more adaptable for adjustments by editing the duration for each step
- Collaborated with trainers to co-host 3 and host 2 Customer Obsession Workshops for Preply members from November 2022 till now
- Since April 2023, served as the CS Point of Contact for Group Classes: Updated the content on the Confluence article 'Group lessons (courses) V2' in August 2023; Monitored agent's response quality with Typeform and Kahoot quizzes, resulting in a nearly 4% improvement in team quality from March to August 2023
- Maintained department-wide consistency and quality while making Quality Checks on weekly basis since March 2023
Customer Support Specialist
Preply.com
Cairo
09.2021 - 12.2022
- Became a VIP tutor
- Taught almost 2000 lessons
- Opened and managed a personal brand Instagram page for learning English
- Crafted a personal brand of group lessons, 'Speaking Clubs'
- Have taught enterprise students
- Attended several teacher training sessions
Online English Tutor
Preply.com
01.2019 - 01.2021
Education
Level 5 TEFL Course - Classroom TEFL Course
The TEFL Academy
11.2018 - 12.2018
Bachelor's Degree - English Translation
Zaporizhzhya National University
Zaporizhzhia 09.2013 - 06.2017
Skills
- Corporate security management
- Technical troubleshooting and process optimization
- Training and mentoring
- Access control and incident management
- Effective communication and collaboration
- Content creation and procedure improvement
- Adaptability and integrity
Personal Information
Date of birth: 07/13/96
Languages
English
Fluent
Ukrainian
Native
Russian
Native
Spanish
Elementary
Czech
Elementary
Affiliations
- Traveling, painting, salsa and bachata dancing, currently learning computer science.
Timeline
Security Specialist (OSP) Tier 2 Corporate Securit
Upstream Risk Management (Amazon)
12.2024 - Current
Security Specialist (OSP) Tier 1 Corporate Securit
Upstream Risk Management (Amazon)
07.2024 - 12.2025
Senior Customer Support Specialist
Preply.com
12.2022 - 07.2024
Customer Support Specialist
Preply.com
09.2021 - 12.2022
Online English Tutor
Preply.com
01.2019 - 01.2021
Level 5 TEFL Course - Classroom TEFL Course
The TEFL Academy
11.2018 - 12.2018
Bachelor's Degree - English Translation
Zaporizhzhya National University
09.2013 - 06.2017
Similar Profiles
AHMAD QAYYUMUL IHSAN BIN JOHARI, FCCAAHMAD QAYYUMUL IHSAN BIN JOHARI, FCCA
Manager, Oil and Gas Accounting at Upstream Finance & Risk, PETRONAS Carigali Sdn BhdManager, Oil and Gas Accounting at Upstream Finance & Risk, PETRONAS Carigali Sdn Bhd
Chiugo NnabaluChiugo Nnabalu
Facilities Engineer/ Surface Operations Advisor at NNPC Upstream Investment Management Services (NUIMS - NNPC)Facilities Engineer/ Surface Operations Advisor at NNPC Upstream Investment Management Services (NUIMS - NNPC)
Adokiye Precious CharlesAdokiye Precious Charles
Deputy Manager PSC A1, PSC Asset group A at NNPCL Upstream Investment Management Services (NUIMS)Deputy Manager PSC A1, PSC Asset group A at NNPCL Upstream Investment Management Services (NUIMS)