Contact information

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Work experience

Operations Manager(Team Lead(Collection & Enforcement)(RO,CZ, MX, ES))

from 02.2023 to 09.2025 (2 years 8 months)
MD Finance, Дистанційно (Фінанси, банки, страхування)

- Ensured compliance with contractual timelines for funds transfer by enforcement officers.
- Weekly/monthly analysis of incoming payments and enforcement performance.
- Monitoring established KPIs and tracking performance dynamics.
- Portfolio formation and case rotation to ensure balanced workload across specialists.
- Coordinated the launch of direct cooperation with enforcement officers.
- Internal document audit and error correction.
- Conducted initial process research prior to entering a new country.
- Preparation of analytical reports.
- Ticket tracking and operational response to technical issues.
- Coordination, alignment, and supervision of shareholder signatures for transferring cases to enforcement officers.
- Organization of motivation activities and internal challenges for the team.
- Collaboration with local offices and back-office.
- Coordination and control of the Field Visit process.
- Tracking every stage of the enforcement procedure.
- Work with insolvency cases.
- Documentation and confirmation of debt write-offs.
- Monitoring accuracy of commission calculations for collection partners.
- Collaboration with external partners within the External direction.

Head of Collection & Support Service (UA, VN)

from 04.2017 to 11.2020 (3 years 8 months)
CashUp, Київ (Фінанси, банки, страхування)

Collection:
- Development of internal collection logic and participation in automation.
- Control of KPIs and department performance.
- Creation of scripts, SMS, and IVR solutions for different client segments.
- Reporting, forecasting, and data segmentation.
- Registry creation, portfolio sales, and contract approval with partners.

Support Service:
- Training facilitation and communication quality improvement.
- Development of quality maps and motivation systems.
- Schedule planning, timesheets, and vacation management.
- Cross-department collaboration and support in automation projects to improve customer service.

Supervisor– Customer Support Department

from 02.2015 to 09.2017 (2 years 8 months)
Favbet, Київ (Телекомунікації, зв'язок)

- Communication quality monitoring: calls, chats, service standards.
- Conflict resolution and customer complaint handling.
- Reporting and work schedule preparation.
- KPI achievement and teamwork support.

Education

ЧДІЕіУ

Фінансово-економічний/Банківська справа, Чернігів
Higher, from 2005 to 2010 (5 years)

Knowledge and skills

• Уміння аналізувати
• Управління командою
• MS Excel

Language proficiencies

• Ukrainian — fluent
• English — average

Additional information

ADDITIONAL:

Business trips, participation in launches of new directions and international projects.

Strong ownership mindset, responsibility, and leadership toward results.