Tatyana Overchenko
Summary
7+ years of experience in the tourism technology car rental sector with strong leadership and business development skills. Experienced B2B/B2C environments in global markets - Oceania, EMEA and APAC. Successfully managed numerous accounts (20% of total business). Experience stepping into roles and quickly making positive changed to drive company success. Strong experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in vendor negotiation. Motivated employee with desire to take on new challenges, strong ethic, adaptability and multitasking skills.
Overview
7
7
years of professional experience
Work History
Senior Customer Success Manager – Car Supply
CarTrawler
Dublin, Ireland
10.2017 - 02.2022
- Maintained and developed relationships with key accounts – negotiated and securing best in class content, analyzed business performance data, identified customer behaviors
- Improved and measured customer experience – claim ratio reduced by 7%, by partnering with other departments to resolve customer complaints quickly and efficiently
- Product and content development – introduced premium product with increased revenues, demonstrated and explained product features and benefits to overcome customer objectives
- Negotiating commercial agreements – successfully negotiated financial terms(rebates) and renewed contracts (+90k additional revenue in 2021)
- Maintaining healthy competitiveness - market rate control with the loose ratio averaging at 2-4%
- Coordinated training programs, enabling team members to support company objectives
Senior Content Development Manager
CarTrawler
05.2016 - 10.2017
- On behalf of Supply team worked closely with R&D team on available tools optimisation - participated in design, structure, and developing of Supplier Portal tool
- Improved cross-functional way of working and understanding another departments perspective – proposed on approved modifications to project plans
- Worked with Legal and Customer Support managers on customer success and transparency /CMA project
- Supported supplier technical aspects, such as XML, response times – moved over 50 suppliers to XML platform
- Monitored industry trends and identified opportunities - delivered mix of suppliers, rate levels, source market rates and promotions are optimized to maximize conversion of partner demand
- Support supplier usage of CarTrawler’s internal tools - provided technical guidance during troubleshooting efforts when needed
Content Development and Quality Executive
CarTrawler
11.2014 - 05.2016
- Maintain an appropriate level of supply content / data on partner websites
- Investigated and resolved data issues
- Added suppliers to the Cartrawler car rental platform, tested technologies and monitored the performance of new suppliers.
- Worked closely with the reservations department to prevent car rental reservations from being denied to maintain and improve company revenue.
- Monitored and facilitated bug resolutions to optimize software
Education
Diploma in Project Management -
DBS
01.2020
FETAC Level 6 Advanced Certificate in Business -
01.2013
FETAC Level 5 Certificate in English as a foreign language and Business Communications -
01.2012
Diploma of Professional Competence Tourism Management -
01.2006
Skills
- Customer Advocacy
- Customer Satisfaction
- Data-Driven Decision-Making
- Relationship Management
- Strategic Planning
- Client Relations
- Customer Account Management
- Customer Relationship Building
- Training and Mentoring
- Report Analysis
- Negotiation
- Customer Needs Assessment
- Strategic Communications
- Business Development
- Revenue Growth
Languages
Russian
First Language
English
Advanced (C1)
C1
Affiliations
- Active member of the KWWSPCA, volunteer and provide my assistance in organizing the welfare of dogs and organizing animal welfare campaigns
References
References available upon request.
Timeline
Senior Customer Success Manager – Car Supply
CarTrawler
10.2017 - 02.2022
Senior Content Development Manager
CarTrawler
05.2016 - 10.2017
Content Development and Quality Executive
CarTrawler
11.2014 - 05.2016
Diploma in Project Management -
DBS
FETAC Level 6 Advanced Certificate in Business -
FETAC Level 5 Certificate in English as a foreign language and Business Communications -
Diploma of Professional Competence Tourism Management -
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