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Work experience

Operations Lead

from 03.2026 to 07.2026 (5 months)
Marketing Agency, Київ (Маркетинг, реклама, PR)

- Led operational and performance processes across 10 teams supporting 150+ employees.
- Developed and implemented KPI frameworks and management reporting.
- Analysed business metrics and coordinated cross-functional process improvements.
- Standardised onboarding, employee adaptation, and performance management processes.

Key achievements:
- Standardised three key processes: employee onboarding, employee adaptation, and KPI management.
- Scaled operational processes to support 150+ employees.
- Improved team KPIs by 15–30% across several projects.
- Reduced employee drop-off during onboarding from approximately 50–65% to around 30%.

Operations Manager

from 03.2024 to 05.2026 (2 years 3 months)
Marketing Agency, Київ (Маркетинг, реклама, PR)

- Analysed team performance, revenue, retention, and productivity metrics.
- Prepared weekly reports and identified opportunities for process improvement.
- Developed performance trackers, internal documentation, and reporting templates.
- Coordinated the implementation of operational changes across teams.

Key achievements:
- Developed standardised KPI trackers and reporting templates.
- Helped redesign the employee onboarding and adaptation process.
- Introduced a mentoring system that reduced employee ramp-up time to approximately one week.
- Improved coordination between operations, recruitment, and customer-facing teams.

Customer Engagement Specialist

from 02.2023 to 02.2024 (1 year)
Marketing Agency, Київ (Маркетинг, реклама, PR)

- Analysed customer service performance and key customer success metrics.
- Prepared reports on customer retention and service quality.
- Identified the root causes of declining customer performance indicators.
- Recommended improvements to customer communication and service processes.

Education

ISM University of Management and Economics

B.Sc. Economics and Data Analytics, Київ
Higher, from 2026 to 2029 (3 years)

Навчання у Vilnius, Lithuania. Приватний заклад.

Knowledge and skills

• Ведення CRM
• MS Excel
• Управлінські навички
• Work with people
• HR-аналітика
• Побудова HR-бренду
• HR records management
• Чесність
• Комунікабельність
• MySQL
• Microsoft.Office.Tools
• MS Power BI
• Jira
• Analytical thinking
• Optimization of business processes
• Business Process Management
• Organization of staff work
• Operational management

Language proficiencies

• Ukrainian — fluent
• English — above average