Віталій

Vitalii Makarchuk
Head of Operations
35 Langwith road, Shirebrook, United Kingdom
[open contact info](look above in the "contact info" section) I am available on Telegram @vmakarch ·-
[open contact info](look above in the "contact info" section)

Skills
Project Management Profile
Proficient manager of large projects and offices with 10 years of experience, also
Business Processes
the environment call center
There were approximately 350 people under my command production of 30,000
Team Working
hours per month.
Recruitment Responsible for sales, consulting, recruiting, and customer service
departments.
Microsoft Office Staff development from Junior to Senior grade: employee growth of 25
supervisors, 9 managers, 6 HR managers and 5 product trainers. In addition to
Team Building growing 2 deputies of my position.
Participation in board meetings: weekly, monthly and quarterly.
Team Management Experience in opening 2 offices from scratch and over 20 sales projects.
Successful implementation of targeted and qualitative key sales indicators.
Presentations Constant analysis of project work, their optimization and increase in efficiency.

Sales Strategy
Employment History
Negotiation Skills Growth operation manager, Self employed
April 2022
Analytical Thinking
• Building and optimizing internal processes to ensure company scaling
Networking Skills • Management of Key operational projects
• Working closely with different teams to achieve common business goals
• Evaluation of the efficiency and quality of the company's work;
Languages • Analytics of business processes
German • Work with personnel - training, feedback, coaching
• Assessment and solution options for problem cases
Ukrainian
• Creation of a step-by-step timing plan to fulfill the set goals in advance
Russian

English Operations Manager, Sport Direct, Shirebrook
October 2024

• Experience in Warehousing, Logistics or Supply Chain
• High potential for people and change management
• Good systems skills
• Customer focused approach to operational management
• Resilient, flexible and approachable
• Problem solving ability in a fast paced business
Team Leader, Grainger and Worrall, Bridgnorth
June 2022 — October 2024

• Responsible for training of operators for products and processes within the
local team.
• Responsible for daily management and support for the team to achieve
operational success.
• Monitor time and attendance and ensure compliance with Company
procedures.
• Carry out incident, accident and non-conformity investigations and
associated reporting and action closure.
• Monitor the completion of tasks and ensure good performance and record
on appropriate systems.
• Consistently promote high standards through personal example and roll
out through the team so that each member of the team understands the
standards and behaviours expected of them.
• Communicate Key Performance Indicators (KPIs) from the strategic annual
plan so that each employee is aware of expectations and deliverables.
• Provide product expertise within team, and respond to operator queries.
• Work positively with support functions to fully define the
processes/procedures/controls relevant to team activities.
• Provide support and input to continuous improvement activities within the
team.

Head of Call centre, Telecontact, Ukraine
February 2019 — February 2022

• Management of two offices of 350 people, all employees of the structural
unit are under administrative control.
• Organization and provision of activities for the timely completion of tasks for
customers. Initiation and planning of training, as well as training events for
staff, depending on their qualifications.
• Development of professional skills of staff and involvement in projects to
achieve target values for customers.
• Monitoring and ensuring the established quantitative and qualitative
indicators functioning in the office.
• Planning and organization of work processes in accordance with current
instructions and established regulations.
• Interaction and observance of norms with state bodies, compliance with the
requirements of the current labor legislation.
• Efficient use of material and labor resources, as well as reducing their
losses.
• Organization, control and implementation of the necessary measures for
the timely selection of personnel. Compliance with the required profile of
candidates for existing vacancies. Conducting interviews with applicants.
Monthly monitoring of the labor market in terms of wages.

Professional achievements:

1. Successful "StartUp" of two offices from scratch and their parallel support
for efficient and high-quality work.
 2. Achievement of daily loading of jobs up to 180 (production of 30,000 hours
per month).
3. Prompt and successful transfer of employees to a remote work format.
4. Recruitment under employment contracts: development and
implementation of additional processes for attracting resources, as well
as increasing the quantitative and qualitative indicators of the recruiting
funnel.
5. Implementation of additional processes to optimize the coaching staff, in
order to reload the staff and reduce costs.
6. Reducing annual turnover from 200% to 110%.
7. Prompt and high-quality distribution of labor resources during the closure
and growth of projects within the established deadline.

Operations Manager, Telecontact, Ukraine
August 2015 — February 2019

• Organization of the work of the project with the number of 50-80 employees.
• Achievement of the established target KPIs of the project as a whole.
• Effective work on the retention of staff and their influx.
• Interaction with the Supervisors and the project trainer: adaptation,
identification of problem areas, accurate and individual study of the
plan of necessary actions, corrective, motivational, disciplinary measures,
personnel development.
• Preparation of technical specifications and their implementation
• Writing and editing scripts, daily statistics check.
• Optimization of existing processes.

Professional achievements:

1. Successful experience in managing multiple projects simultaneously;
2. Successful launch/transfer of projects that differ from each other in
specifics and directions;
3. Involvement in business trips in order to launch projects, train and develop
staff, as well as eliminate problem areas for the structured work of
departments.
4. Repeated achievement of target values with the highest efficiency among
other branches of the company - project rating.

Education
Master degree, National Tax University of Ukraine
September 2009 — July 2012

Diploma, AGRO college
September 2007 — July 2009
Courses
Project Managment Pro, Hillel LMS
February 2025 — April 2025

Setting tasks using the method "Smart"
January 2015 — February 2015

Public performance
March 2015 — April 2015

Resolving and escalating conflict in the workplace
May 2015 — June 2015

Staff turnover and absenteeism
May 2016 — June 2016

Microsoft office master
July 2016 — August 2016