Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Timeline
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Anna Smikova

Riga

Summary

Proactive and results-driven Subject Matter Expert (SME) with a background in team leadership, coaching, and workflow optimization. Experienced in leading cross-functional teams, enhancing performance through structured mentorship, and implementing process improvements that drive efficiency and employee satisfaction. Adept at data-driven decision-making, cross-department collaboration, and strategic problem-solving. Currently seeking a Team Manager role at TELUS Digital to apply my leadership expertise and drive operational excellence.

Overview

2
2
years of professional experience

Work history

Dedicated Subject Matter Expert

Telus DIGITAL
Riga
03.2024 - Current
  • Co-led a team of 25+ advertiser support agents, working alongside 2 Team Managers and 2 SMEs, ensuring clear role distribution and high efficiency.
  • Developed customized coaching agendas for over 15 agents, helping them achieve personal growth and career progression (including promotions).
  • Designed training programs to improve technical skills, resulting in a measurable improvement in agent performance.
  • Implemented workflow automation, reducing repetitive manual work and enhancing overall team efficiency.
  • Proposed and led structural changes in delegation processes, increasing productivity and streamlining team responsibilities.
  • Managed conflict resolution within the team, ensuring a positive and collaborative work environment.
  • Increased CSAT scores by 12% through process improvements and enhanced agent training.

Production assistant

SufideFilm
Riga
01.2024 - Current
  • Assisted in managing day-to-day production activities on set, ensuring that all departments had the necessary resources.
  • Worked closely with the production manager to track budgets, schedules, and resources.
  • Coordinated logistics for filming locations, including obtaining permits and ensuring equipment availability.
  • Acted as a point of contact between clients, partners, and the production team, ensuring smooth communication and addressing any issues as they arose.
  • Supported post-production efforts, helping with editing schedules, asset management, and delivery of the final product to clients.
  • Collaborated with talented multidisciplinary teams to execute high-quality work on 40+ projects

Subject Matter Expert

Telus Digital
Riga
11.2023 - Current
  • Provide live-time support to customer support agents, delivering case-handling guidance for both product-related issues and soft skills development.
  • Design and execute post-basic training processes, including quizzes, coaching sessions, and communication/soft skills coaching to ensure agent improvement.
  • Mentor new recruits to the Subject Matter Expert (SME) role, facilitating their learning and development within the team.
  • Lead one-on-one coaching and feedback sessions, identifying areas of strength and improvement, and crafting individual action plans to boost KPIs and reduce DCSAT scores.
  • Adapt to a rapidly changing product and dynamic environment by finding workarounds and creating educational posts to support agents and teammates.
  • Optimize cross-department communication by developing file structures and processes, enhancing overall efficiency and reducing burnouts.
  • Participate in regular client meetings and internal kick-start sessions to report on team performance and highlight areas for improvement.
  • Led meticulous data analysis to further comprehension of key topics.
  • Streamlined processes to improve and optimize office operations.

Customer support specialist

Telus International
Riga
03.2023 - 11.2023
  • Delivered professional customer support via multiple channels (phone, email, chat) while maintaining high performance standards.
  • Consistently met or exceeded performance KPIs, including response times and CSAT scores.
  • Trained new hires, ensuring high-quality service delivery and fast onboarding.
  • Identified key service challenges and provided strategic feedback to improve internal processes.

Education

Diploma of Higher Education -

Forest Trail Academy

Skills

✔ Team Leadership & Mentorship – Co-led teams of 25 agents, supporting professional growth and performance improvements

✔ Coaching & Performance Management – Developed individual action plans and conducted structured coaching for agent development

✔ Process Optimization & Workflow Automation – Designed and implemented workflow improvements, increasing efficiency and reducing redundancies

✔ Cross-Department Communication – Acted as a liaison between teams, ensuring smooth collaboration and alignment on company goals

✔ Problem-Solving & Issue Resolution – Identified bottlenecks and implemented corrective measures, increasing CSAT scores by 12% in six months

✔ Project Coordination & Scheduling – Organized training sessions, knowledge-sharing initiatives, and team collaboration efforts

✔ Data Analysis & Reporting – Utilized insights from performance metrics to guide decision-making and continuous improvement


Languages

English
Advanced
Russian
Native

Affiliations

  • Cooking
  • Singing
  • Sewing

Timeline

Dedicated Subject Matter Expert

Telus DIGITAL
03.2024 - Current

Production assistant

SufideFilm
01.2024 - Current

Subject Matter Expert

Telus Digital
11.2023 - Current

Customer support specialist

Telus International
03.2023 - 11.2023

Diploma of Higher Education -

Forest Trail Academy

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Anna Smikova