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Work experience

Knowledge Owner / Knowledge Management

from 01.2026 to now (7 months)
Crocoblock, Дистанційно (IT)

Project Manager with 6+ years of experience in the WordPress product ecosystem, specializing in knowledge management, user education, and content strategy. Built expertise across project delivery, educational content, and knowledge ownership, with a strong focus on structured learning experiences, use case-driven content systems, and cross-channel knowledge architecture. Experienced in coordinating cross-functional initiatives and using performance insights to improve product understanding across the Help Center, blog, YouTube, and internal knowledge flows. Experienced in AI-assisted research, content planning, and workflow optimization.
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- Lead and drive the educational knowledge strategy across the Help Center, Blog, YouTube, and related learning assets.
- Architect use case-driven content plans, learning paths, and topic priorities to improve product understanding and time-to-first-success.
- Design a cross-channel knowledge system that connects content assets, improves information structure, and aligns educational materials with product priorities and user needs.
- Use content performance signals, support-driven gaps, and topic opportunities to prioritize updates and shape the educational content roadmap.

Project Manager / Product Operations

from 01.2025 to 01.2026 (1 year)
Crocoblock, Дистанційно (IT)

- Transformed customer-related insights, recurring requests, and product signals to support internal planning and decision-making.
- Led the development of the Code Lab page from concept through launch, coordinating designer and developer contributions end-to-end.
- Owned planning, task coordination, and post-launch review for the initiative.
- Contributed to product education content planning and the development of user-facing materials.

Product Manager at R&D department

from 10.2023 to 01.2025 (1 year 4 months)
Crocoblock, Миколаїв (IT)

Product Manager at R&D department | Crocoblock

- Conducted the development of ECommerce research, focusing on industry trends and competitor insights. Created ideation forms to streamline team contributions to R&D;
- Established a long list of product ideas, collaborating with marketing to refine key concepts. Conducted keyword research with the SEO manager and categorized focus areas for WooCommerce product development;
- Proceeded to the MVP with the developer. Managed competitor analysis, identifying key features and pricing strategies. Coordinated insights from QA and marketing to support product development and strategy refinement;
- Delegated the product to the release manager and continued tracking the ECommerce trends in WordPress as well.

Project Manager

from 01.2022 to 10.2023 (1 year 10 months)
Crocoblock, Миколаїв (IT)

During these years led several projects related to the massive product features page, the release from scratch of the new product and its add-ons, and the whole company documentation/help center revamp:
- Analyzed product features and maintained an internal knowledge base, including updating feature descriptions. Coordinated with the designers and developers, and identified gaps in the documentation;
- Conducted the release processes starting from the ideation, writing tasks for the copywriters, designers, social marketing manager, coders, and consulting with the developers;
- Gathered and analyzed the customers' feedback via GitHub and Facebook community to improve the product, and the product delivery via other channels;
- Led the reorganization of 800+ tutorials, updating titles, categories, and content to align with the latest product features. Implemented a strategy for systematic content updates, integrating feedback from support, development, and users.
- Prioritized and managed tasks for content updates. Organized synchronization meetings with departments to align priorities and ensure smooth task execution.

Customer Care Specialist

from 01.2021 to 01.2022 (1 year)
Crocoblock, Миколаїв (IT)

- Introduced a new customer support channel Zoom calls and participated in this type of customer support;
- Effectively resolved conflicts with dissatisfied customers, transforming potential churn into loyal clients through proactive communication via chat, and tickets;
- Facilitated the job interviews for the support agent position by leading the interview and preparing and checking the English language level and soft skills;
- Co-organized with the development and coding department managers the educational system for the trainees in the customer support positions;
- Curated student groups while delivering lectures and practical sessions.

Video Content Maker

from 08.2019 to 01.2021 (1 year 6 months)
Crocoblock, Миколаїв (IT)

- Produced detailed step-by-step educational video tutorials from scratch which improved my ability to communicate complex information clearly;
- Replicated use cases on the WordPress-powered websites on the back end and then on the front end, using plugins and a bit of coding skills knowledge that was obtained during this position;
- Filmed the step-by-step process using the OBS screen recorder;
- Wrote scenarios to the video, recorded the audio tracks, and edited them in the Adobe Audition for these tutorials;
- Handled the complex editorial process in Adobe Premiere and Adobe After Effects to make the educational video presentable for the YouTube audience;
- Wrote the video descriptions containing the high-ranked SEO keywords.

Freight Broker Assistant

from 10.2017 to 06.2019 (1 year 9 months)
Freight Transportation Company, Миколаїв (Транспорт, логістика)

- Dispatched the US drivers by providing up-to-date information concerning the loads and the best options on the freight database platform (DAT), by analyzing the freight market thus improving soft skills in the fast-paced environment;
- Resolved issues with the warehouse and load owner companies management.

Викладач англійської

from 09.2016 to 12.2017 (1 year 4 months)
ЧНУ ім. Петра Могили, Миколаїв (Освіта, наука)

Support Agent, Head of Support

from 08.2016 to 09.2017 (1 year 2 months)
WeBuildIt, Миколаїв (IT)

- Created support documentation and guide to onboard clients successfully;
- Answered customer requests via ticket systems;
- Edited and fixed customers’ orders in case of system issues or via customer requests by providing high-level proficiency support;
- Experienced working with Shopify, Reamaze, and ShipStation software platforms;
- Analyzed the customers' feedback and communicated to the store owners to improve service delivery.
- Led the support department, becoming a head of support, and resolved issues related to customer agents’ time management and upskilling.

Перекладач англійської

from 05.2014 to 11.2015 (1 year 7 months)
Link group, Миколаїв (IT)

SMM manager

from 09.2011 to 08.2016 (5 years)
Advertising Agencies - Freelancing, Вся Україна (Маркетинг, реклама, PR)

Freelancer at Advertising Agencies

- Created weekly/monthly content plans for social platforms like Facebook;
- Wrote and edited posts and ad messages;
- Co-organized the marketing campaigns, by producing the actual creative assets, such as graphics, copy, and ads;
- Led and managed a team of copywriters, providing guidance, feedback, and mentorship to improve their skills;
- Analyzed campaign performance by creating engagement reports and used data to improve future flow and plans.

Education

Universidad de Cadiz

Filosofia y Letras, Cadiz
Higher, from 2016 to 2016 (less than 1 year)

Стажування

ЧНУ ім. Петра Могили

Аспірантура. Спеціальність: "Література", Миколаїв
Higher, from 2014 to 2017 (3 years)

ЧНУ ім. Петра Могили

Філологія (англійська мова), Миколаїв
Higher, from 2008 to 2014 (6 years)

Additional education and certificates

Product Management Beginning at Projector Institute

2023, 3 місяці
Certificate

Knowledge and skills

• Critical thinking
• Communicability
• Adaptability
• Work with clients
• Team management
• Leadership
• Content strategy development
• Knowledge management
• Information architecture
• Use case-driven planning
• Stakeholder management
• Documentation & reporting
• Content & performance analysis
• Problem-solving
• Cross-team coordination
• WordPress
• ClickUp
• Google Sheets
• Figma
• YouTube Studio
• Google Analytics
• AI Tools

Language proficiencies

• Spanish — average
• German — beginner
• Ukrainian — fluent
• English — advanced