Mariia Luna

Educaror

Jewish • Meio período

May 2018 - Present • 8 yrs 5 mos

-Led a cross-functional educational and creative team in high-pressure project environments -Managed onboarding and adaptation of new team members -Assessed strengths and weaknesses to optimize role and task allocation -Conducted performance feedback, mentoring, and team development support -Resolved conflicts and managed crisis situations within teams -Coordinated internal communication between team members and leadership -Designed and implemented educational frameworks for team development and leadership. ----Managed cross-functional teams in high-pressure environments, focusing on role optimization through performance data analysis and structured feedback loops -Facilitated educational, training, and team-building programs (workshops, leadership sessions)

L&D & Quality Operations Specialist (sales & customer service dep)

Study less • Período integral

Jul 2024 - Dec 2025 • 1 yr 5 mos

-Designed and successfully implemented an interactive sales scripting and communication framework, directly contributing to key business metrics: increased Customer Lifetime Value (LTV) by ~10% and improved overall sales target attainment by 15–20% within 3 months. -Improved manager onboarding and adaptation success rates from 20–30% to 80–100%, while increasing successful probation completion from ~70% to ~95%. Achieved this by restructuring the knowledge base and introducing a step-by-step learning methodology with clear progression and performance criteria. -Built the Quality & Training function from the ground up, introducing structured quality assurance processes and integrating NPS and CSAT into performance monitoring. These improvements contributed to an approximately 10% increase in customer satisfaction.