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Experience level:
More than 5 years
Education level:
PhD
Languages:
Russian: Native
English: C1
I am people-first, data-driven operations leader with 9 years experience of managing 15–20 person teams across customer service, travel/insurance operations, and localization workflows. With strong SLA/KPI ownership (CSAT/FCR/AHT), process design, and tooling (Zendesk, PowerBI, Jira), as well as language skills and psychological background I can lead multilingual and multicultural teams getting them to the highest level.
– Led a high-performing team of 15-20 agents within a BPO environment, with CSAT over 90% which was higher than average for the project by 5-10%, EPH higher by 4-6 pts and AHT reduced by 10-15%.
– Onboarded agents in customer service, sales techniques, communication, and problem-solving, ensuring adherence to the quality standards.
– Coordinated launch management for the new project, aligning Support and cutting launch-day escalations by 40%.
– Conducted regular coaching sessions and performance reviews, providing actionable feedback that fostered accountability, skill growth, and continuous improvement of the team.
– Reviewed and analyzed Key Performance Indicators (KPIs) including CSAT/DSAT, FCR, AHT, CR, Adherence with wide range of BI Tools consistently meeting or exceeding performance goals.
– Organized and facilitated team meetings and training sessions to align goals, share best practices, and maintain smooth team operations.
– Collaborated with senior management to identify process improvements and implemented initiatives that boosted efficiency, and service quality.
– Owned end-to-end localization operations for 3 locales with a 15–20 person team; improved on-time delivery (OTD) by 20% through workflow standardization and capacity planning.
– Developed the feedback loops for localization improvement processes.
– Evaluated and implemented localization process automation that increased OTD and TM leverage by 20-25%, reducing LQA issues by 10% from 85 to 95.
– Cross-managed content team performance to meet SLAs improving on-time delivery while controlling costs by 10%.
– Led a 10–15 agent travel and insurance support team; redesigned scripts and routing to improve CSAT by 20-25 pts and reduce AHT by 15%, maintaining SLA KPIs through script and workflow redesign.
– Developed the standards for the projects, utilizing an extensive knowledge of travel industry trends and making sure all the projects meet the established deadlines.
– Partnered with external developers to make a feature improvements (e.g., insurance status updates, destination categorization) improving first-contact resolution by 30-35%.
– Drove product operations by turning top contact drivers into requirements, reducing repeat contacts by 25%.
Interviewed and hired talents building the creative Team for the sports media.
– Worked with different sources of information, analyzing a wide scope of data and preparing the content and creative strategy for the Team.
– Worked as the project manager/lead editor for a large online media.
– Assigned and editing breaking news stories and performed press checks.
– Created graphic arts and promoted media through direct marketing and various social platforms.
– Planned budget on monthly and yearly basis, reducing the costs of production by 10% and improving the sales by 5%.
Key Skills: – Strong leadership – Launch Management – Analytical mindset – Problem solving and decision making – Excellent communication and interpersonal skills – Onboarding and coaching – Budget planning Software Skills: – CRM software proficiency: Zendesk, Hubspot – PowerBI – GSuite, Microsoft 365 – Assembled, Verint – Atlassian, Jira – Slack, MS Teams, Discord