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Operations manager
- Considering positions:
- Operations manager, Head of operations, операційний менеджер
- City of residence:
- Kharkiv
- Ready to work:
- Kharkiv, Remote
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Kateryna Miroshnychenko
Kharkiv, Ukraine
/ [open contact info ](look above in the "contact info" section)
[open contact info ](look above in the "contact info" section)
Kateryna Miroshnychenko
Operations Manager with experience in optimizing business processes and customer experience.
Skilled in KPI tracking and data-driven decision-making to improve operational efficiency and customer
interactions. Increased customer engagement by 40% through optimization of follow-up workflows.
Work Experience
TenViz Kharkiv, Ukraine (Remote)
Operations Manager May 2022 - Present
• Design and optimize client acquisition workflows (IB, email, LinkedIn)
• Analyze conversion funnel and improve outreach performance
• Build structured follow-up processes to increase conversion
• Coordinate CEO’s participation in industry events and manage post-event communication
Signature Auto Group Kharkiv, Ukraine (Remote)
BDC Team Lead February 2021 - January 2022
• Supervised inbound operations (calls, emails, applications)
• Optimized workflows to improve team productivity
• Maintained customer relationships to ensure satisfaction and retention
• Tracked KPIs and supported performance reporting
• Onboarded and trained new team members
ANdAZ Dubai the Palm - a concept by Hyatt (pre-opening) Dubai, UAE
Team Leader - Front Office September 2019 - January 2021
• Supervised daily shifts to ensure efficient operations
• Resolved operational issues and maintained service standards
• Onboarded new employees and developed training materials
• Led daily briefings to alight the team on operational information
• Coordinated with internal departments to ensure a smooth guest experience
ANdAZ Capital Gate - a concept by Hyatt Abu Dhabi, UAE
Guest Service Officer - Front Office December 2017 - September 2019
• Managed upsell incentive program including commission tracking and performance reporting
• Oversaw guest registration, payments, billing, and room assignments based on preferences
• Prepared group check-in/check-out and VIP arrival reports
• Resolved guest complaints and collected feedback to ensure high levels of satisfaction
Skills
• Operational management and process optimization
• KPI management, analytics, and reporting (Excel / Google Sheets)
• Sales funnel analysis and conversion rate improvement
• CRM management and process automation
• Customer experience (CX) management
• Team leadership and staff training
Languages
• Ukrainian: Native
• English: Advanced
• Russian: Fluent
Additional course
Cross-training (Communication Center) June - July 2017
Park Hyatt Dubai
Kharkiv, Ukraine
/ [
[
Kateryna Miroshnychenko
Operations Manager with experience in optimizing business processes and customer experience.
Skilled in KPI tracking and data-driven decision-making to improve operational efficiency and customer
interactions. Increased customer engagement by 40% through optimization of follow-up workflows.
Work Experience
TenViz Kharkiv, Ukraine (Remote)
Operations Manager May 2022 - Present
• Design and optimize client acquisition workflows (IB, email, LinkedIn)
• Analyze conversion funnel and improve outreach performance
• Build structured follow-up processes to increase conversion
• Coordinate CEO’s participation in industry events and manage post-event communication
Signature Auto Group Kharkiv, Ukraine (Remote)
BDC Team Lead February 2021 - January 2022
• Supervised inbound operations (calls, emails, applications)
• Optimized workflows to improve team productivity
• Maintained customer relationships to ensure satisfaction and retention
• Tracked KPIs and supported performance reporting
• Onboarded and trained new team members
ANdAZ Dubai the Palm - a concept by Hyatt (pre-opening) Dubai, UAE
Team Leader - Front Office September 2019 - January 2021
• Supervised daily shifts to ensure efficient operations
• Resolved operational issues and maintained service standards
• Onboarded new employees and developed training materials
• Led daily briefings to alight the team on operational information
• Coordinated with internal departments to ensure a smooth guest experience
ANdAZ Capital Gate - a concept by Hyatt Abu Dhabi, UAE
Guest Service Officer - Front Office December 2017 - September 2019
• Managed upsell incentive program including commission tracking and performance reporting
• Oversaw guest registration, payments, billing, and room assignments based on preferences
• Prepared group check-in/check-out and VIP arrival reports
• Resolved guest complaints and collected feedback to ensure high levels of satisfaction
Skills
• Operational management and process optimization
• KPI management, analytics, and reporting (Excel / Google Sheets)
• Sales funnel analysis and conversion rate improvement
• CRM management and process automation
• Customer experience (CX) management
• Team leadership and staff training
Languages
• Ukrainian: Native
• English: Advanced
• Russian: Fluent
Additional course
Cross-training (Communication Center) June - July 2017
Park Hyatt Dubai
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The candidate's resume is posted at https://www.work.ua/resumes/15887707/