Олена

Olena Tverdovska Освіта

Mykolaiv National University V.O. серп 2024 - трав 2008
Sukhomlynskyi
Mykolaiv
Institute of History and Law, Faculty of Geography

Admiral Makarov National University of серп 2008 - серп 2011
Shipbuilding
Mykolaiv
Economics and Finance
Особисті дані Business Economics
Conducted analysis of financial markets and investment strategies to support
business growth and strategic expansion
Olena Tverdovska Applied economic and quantitative modeling techniques to optimize business
processes and resource allocation
[open contact info](look above in the "contact info" section) Developed a solid foundation in corporate finance, including financial
analysis, performance monitoring, and cost control
Leveraged principles of behavioral economics to inform decision-making and
[open contact info](look above in the "contact info" section)
enhance business outcomes

Kyiv, Ukraine
04084 Kyiv Досвід роботи
[open contact info](look above in the "contact info" section)
Director of Global sellers Division вер 2024 - Нинішній
tverdovska-3a81788a
Nova Global, Kyiv
At Nova Global, I lead cross-border e-commerce export and commercial growth
initiatives, driving revenue expansion through customer-centric strategies, digital
Мова transformation, and operational excellence.
E-commerce & Commercial Growth
Led development and scaling of cross-border e-commerce solutions, enabling
English
international sellers and B2B/B2C clients to grow through global marketplaces
Українська Designed and implemented customer and sales service frameworks ensuring
seamless end-to-end commercial experience across B2B, B2C, and C2C
segments
Built and optimized digital support infrastructure for international e-commerce
clients, improving conversion, retention, and service efficiency
Partnered with business development and product teams to define
requirements and launch new market-ready solutions
Sales Operations & CRM Transformation
Led CRM ecosystem integration (Salesforce, Microsoft Dynamics, Zoho
CRM), improving sales pipeline visibility, operational efficiency, and customer
lifecycle management
Established KPIs and OKRs for sales and customer-facing teams to drive
performance, accountability, and revenue alignment
Contributed to commercial planning, budgeting, and sales operations with a
focus on profitability and cost optimization
Commercial Team Leadership
Built, scaled, and developed high-performing customer-facing and sales
support teams across multiple segments
Introduced structured capability development programs focused on client
orientation, communication, and commercial mindset
Improved team performance through data-driven management, coaching, and
process optimization

Customer & Market Insights for Growth
Launched Voice of Customer programs (interviews, journey mapping,
feedback loops) to identify growth opportunities and improve product-market
fit
Managed NPS and CSI systems, translating customer insights into
commercial improvements, retention strategies, and upsell opportunities
Innovation & International Expansion
Supported international sellers entering global marketplaces by designing
scalable operational and commercial processes
Collaborated on product testing and go-to-market strategies for new services,
ensuring successful market adoption and revenue impact
Mentorship & Ecosystem Development
Mentor at Diia.Business, PromPrylad Foundation, Spromozhna, advising
Ukrainian entrepreneurs on export strategy, international expansion, logistics,
and scaling models
Trainer at Nova Poshta Business School, where I educated and supported
400+ clients in cross-border e-commerce, corporate sales, and international
growth strategies

Client Director бер 2016 - вер 2024
Nova Global, Kyiv
Developed and implemented customer service policies and processes
ensuring consistent service quality across domestic and international markets
Built and strengthened long-term customer relationships, enhancing brand
value across B2B, B2C, and C2C segments
Organized online support for international e-commerce clients and hotline
support for corporate customers in Ukraine
Coordinated collaboration with customer service teams in more than 50
countries across international segments
Implemented and developed CRM systems (Salesforce, Microsoft Dynamics)
to improve customer lifecycle management and operational efficiency
Built and developed customer service teams, including recruitment, training,
and performance improvement
Introduced a customer-oriented development program focused on soft skills
and commercial mindset
Conducted Voice of Customer research (in-depth interviews, customer
journey mapping) to support product and service development
Managed CSI and NPS programs, translating insights into service and
business improvements
Participated in budgeting, strategic planning, and cost optimization initiatives
Owned sales operations processes, including monthly planning and
performance tracking
Developed and implemented KPIs and OKRs for customer service and
operational teams
Contributed to new product and service launches, including business
requirements, testing, and cross-functional coordination

Head of Customer Service лют 2012 - бер 2016
TNT Express (FedeX), Kyiv
Managed Customer Service Department, ensuring operational efficiency and
alignment with business and commercial objectives
Oversaw export and import operations, including preparation and control of
international shipping documentation
Built and strengthened long-term customer relationships with a focus on
business expansion, market penetration, and introduction of new products
and services
Evaluated customer needs, pricing, and commercial terms to ensure

alignment with client requirements and business objectives
Managed end-to-end order lifecycle, including order processing, payment
handling, shipment tracking, and delivery performance control
Led complaint management processes, ensuring timely resolution and
continuous improvement of service quality
Developed and implemented standardized procedures and operational
instructions for customer service functions
Analyzed monthly, quarterly, and annual performance indicators, developing
corrective action plans to improve results
Provided leadership, coaching, and motivation for customer service teams to
achieve performance and business targets

Сертифікати

LEAN GREEN BELT лист 2025

Курси

Nova Post Business School жовт 2022

Додаткова діяльність

Webinars
Nova, Kyiv
Led webinars on export and business scaling, sharing practical insights and
strategies for international growth.You can view the recordings here: https:
//youtube.com/playlist?list=PLr08Q6R1fGo9GEKmInhqwKL3m38rcByLn&si=
z94zTCw8W7NkMccz