Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/18567741/

Work experience

COO

from 06.2025 to 03.2026 (10 months)
GSM Growth Agency, Дистанційно (Маркетинг, реклама, PR)

- Monitoring daily operations, ensuring effective completion
- Implementing business strategies to achieve company goals
- Main POC between the CEO and other departments
- Ensuring company resources are used to the maximum possible potential
- Leading the implementation of tools (CRM, Slack, etc)
- Coordinating the creation and implementation of a knowledge base
- Aligning the daily operations to reach the best P&L

Операційний директор

from 09.2024 to 06.2025 (10 months)
GSM Growth Agency, Дистанційно (Маркетинг, реклама, PR)

- Built the company’s approach regarding operations from scratch
- Implemented a company-wide CRM
- Optimized the company’s employee base
- Recruited employees to enhance the company’s performance
- Adjusted the company’s compensation system
- Implemented OKRs, KPIs & performance rating
- Improved the company's P&L by optimizing costs

Career break

from 03.2024 to 08.2024 (6 months)
Medical treatment and recovery

Операційний менеджер

from 09.2020 to 02.2024 (3 years 6 months)
5CA (Netherlands), Дистанційно (IT)

- Manager and creator of the highest-ranked Tier 3 support team
- Manager of 2 supported language queues,
- Main POC between the client/ project and IT department
- Acting as the main point of contact with the client regarding all operational matters at the highest level
- Monitoring and coaching leaders on achieving set KPIs/Goals, while maintaining a healthy work/life balance within the team.
- Providing immediate feedback to the client, regarding product-related issues, while establishing procedures to mitigate the observed impact
- Setting, reaching and exceeding established targets while being aware of real-time performance on SLAs and KPIs
- Detecting areas of improvement in the project's internal processes, ensuring all necessary changes are implemented
- Focusing on taking the necessary actions regarding average handling time, escalation rate, traffic control, service levels, CSAT/NPS, CPC, FCR, etc.
- Strengthening relationships and collaboration with other departments
- Coordinating project related Quality assurance in collaboration with the QA department

Операційний менеджер

from 03.2020 to 09.2020 (7 months)
5CA (Netherlands), Дистанційно (IT)

- During the Covid spike:
Developed a Team lead training for new hires
Recruited, trained and coached employees to become team leads
- Managed/developed newly trained team leads, to ensure they were providing the
necessary support to their reports, meeting or exceeding KPI's and SLA's.
- Main POC of two language queues. Ensured performance, goals, and player
experience were at the highest quality level.
- Coordinated with all company departments to ensure the best player experience
and highest quality.

Team leader

from 03.2019 to 03.2020 (1 year)
5CA (Netherlands), Дистанційно (IT)

- Coached agents on how to efficiently provide the best player experience while maintaining the highest quality and reaching KPI's.
- Created a macro system, based on best practices, that lead to increased performance within the company. This resulted in an increase of more than 50% in CPH and 20% in CSAT within the team.
- Took part in the creation and improvement of a multitude of processes aimed at agent and player satisfaction.

Support agent

from 09.2018 to 03.2019 (7 months)
5CA (Netherlands), Дистанційно (IT)

- One of the first eight agents on a newly created queue.
- After 3 months became the highest-performing agent in the project..
- Proactively provided extensive feedback regarding the initial processes, procedures and quality of the queue.
- Assisted the current manager in implementing improvements regarding agent handling and player experience.

Career break

from 05.2015 to 09.2018 (3 years 5 months)
Working on a personal project

- Set up a business that focused on BMW coding and programming
- Created a strategy and implemented it in less than 6 months
- In charge of budgeting, pricing, marketing, operations etc

Помічник депутата

from 08.2013 to 01.2014 (6 months)
Верховна Рада, Київ (Державні організації)

Консультування народного депутата в різних напрямках.

Керівник відділу

from 03.2010 to 03.2012 (2 years)
Agrotradekhim, Київ (Хімічна промисловість, фармацевтика)

- Comprehensive supply and demand-oriented market analysis.
- Coordination of import operations.
- Import delivery control.
- Main client and partner success POC
- Sales-oriented segmental market analysis aimed at demand differentiation.

Education

Київський інститут міжнародних відносин (КНУ імені Тараса Шевченка)

Міжнародні економічні відносини, Київ
Higher, from 2008 to 2010 (2 years)

Магістр міжнародних економічних відносин

Київський інститут міжнародних відносин (КНУ імені Тараса Шевченка)

Міжнародні економічні відносини, Київ
Higher, from 2004 to 2008 (4 years)

Бакалавр міжнародних економічних відносин

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Управлінські навички
• Управління командою
• Уміння аналізувати
• Управління персоналом
• Стратегічне планування
• Ведення переговорів
• MS Office
• Ведення CRM
• Систематизація бізнесу
• Впровадження системи KPI
• Операційний менеджмент
• Систематизація процесів
• Управління проєктами
• Системне мислення
• Управління бізнесом
• Відповідальність
• Активність
• Лідерство
• Ефективна комунікація
• Підбір персоналу
• Комунікабельність

Language proficiencies

• English — fluent
• Ukrainian — fluent