Тетяна

TETIANA SHOSHURA
Egypt, remote | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

SUMMARY
Process-driven Project Manager with 7+ years of experience managing high-volume, multi-step workflows in client-facing
environments. Proven ability to improve operational efficiency, data accuracy, and deadline compliance through structured
task management and CRM optimization. Strong background in coordinating documentation-heavy processes, scheduling,
and cross-functional communication. Highly effective in client interaction, including resolution of complex and high-conflict
situations. Experienced in team development through internal training and knowledge-sharing initiatives, with a strong
ability to collaborate and communicate across departments. Analytical mindset with a degree in psychology and experience
in compliance-oriented operations.
SKILLS
• Process & workflow management, Task prioritization & deadline control, CRM systems (ClickUp), Google Workspace,
Compliance-driven operations, Stakeholder communication & coordination, Analytical problem-solving, English -
Upper-Intermediate (B2)
WORK EXPERIENCE
Progress School (online English school)
Head of Sales/Customer Success Mar 2025 - Dec 2025
• Managed 100-150 active clients monthly, ensuring onboarding, retention, and issue resolution.
• Coordinated 20-30+ parallel workflows across sales and customer success.
• Optimized CRM workflows in ClickUp, improving task visibility and reporting accuracy by ~35%.
• Reduced response and follow-up time by 25% and unprocessed requests by 20%.
• Analyzed metrics to identify bottlenecks and improve process efficiency.
• Led team development initiatives and conducted internal training sessions.
Senior Customer Success Manager Jul 2022 - Feb 2025
• Administered daily operations for 200+ students, managing inquiries, scheduling, payments, and issue resolution.
• Improved and standardized internal workflows and customer communication scripts.
• Supported onboarding and coordination of one junior team member.
• Promoted based on operational performance and process ownership.
Laba (Ed-Tech)
Sales and Customer Success Manager Jun 2020 - Feb 2022
• Managed 50-70+ client cases simultaneously across the full service lifecycle.
• Handled high-volume client correspondence, maintaining accuracy and compliance.
• Tracked progress, payments, and requests to ensure data completeness.
• Resolved complex cases within strict deadlines, minimizing escalations.
Global Bilgi (lifecell contact center)
Team Lead Jan 2018 - Jul 2018
• Ensured compliance with quality and documentation standards (95%+).
• Reviewed records for accuracy and adherence to procedures.
• Coordinated onboarding and procedural knowledge transfer.
Senior Operator Nov 2016 - Jan 2018
• Handled 80-100 client interactions per shift in a high-volume, regulated environment.
• Followed strict verification and documentation procedures.
• Promoted to Team Lead based on performance and quality metrics.

EDUCATION
2010 - 2014
Bachelor, Psychology