Ilona Oliinyk
About Ilona Oliinyk
Ilona Oliinyk is the L2 Technical Support Team Lead at Keepit, with a background in Applied Linguistics from State University 'Lviv Polytechnics'. She has extensive experience in technical support and team management.
Current Role: L2 Technical Support Team Lead at Keepit
Ilona Oliinyk currently holds the position of L2 Technical Support Team Lead at Keepit, a role she has been in since 2020. In this role, she is responsible for facilitating regular standup meetings, serving as the primary escalation contact, and monitoring ticket handling to ensure compliance with Service Level Agreements (SLAs). She collaborates closely with developers, QA, PMO, and PM to devise customer-centric solutions and engages in customer screen-sharing sessions to resolve complex issues.
Professional Experience at Keepit
Ilona Oliinyk has an extensive background at Keepit, progressing through various roles from L2 Technical Support Engineer to her current position as Team Lead. Between 2016 and 2018, she worked as an L2 Technical Support Engineer in Lviv, Ukraine. She was then promoted to Senior L2 Technical Support Engineer, a role she held from 2018 to 2020. Throughout her tenure, she has been instrumental in selection, interviewing, onboarding, and training new team members. Additionally, she manages performance evaluations, conducts salary reviews, and maintains the team schedule.
Educational Background: State University 'Lviv Polytechnics'
Ilona Oliinyk holds both a Master's and a Bachelor's degree in Applied Linguistics from the State University 'Lviv Polytechnics'. She completed her Bachelor's degree between 2011 and 2015, and then went on to earn her Master's degree in 2016. Her academic background in linguistics has complemented her technical career, providing her with strong communication skills that are crucial in her role in customer support and team leadership.
Key Responsibilities and Contributions
In her capacity as L2 Technical Support Team Lead at Keepit, Ilona Oliinyk performs a wide range of responsibilities. She prepares performance reports and provides regular updates on Key Performance Indicators (KPIs) to her team and direct manager. She is responsible for conducting Performance Dialogues, setting goals, and providing feedback to team members. Furthermore, she fosters team motivation and engagement by initiating team-building activities. Her role also includes business trips to company offices worldwide, underscoring her commitment to maintaining a cohesive and efficient support team.