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Business operations specialist with experience designing structured workflows, improving cross-team
efficiency, and supporting scalable growth in D2C and marketplace-driven environments. Background in
customer experience systems, process optimization, competitor analysis, and performance tracking across
marketing, production, and logistics. Driven by measurable impact and structured execution.

Work experience:

1) Operations Specialist – from April 2024 (USA, Remote)

Led cross-functional process design and workflow optimization across Customer Support, Production, and
Marketing in a D2C supplement brand (US Market)

• Built and implemented structured CX frameworks, including service policies, scripts, automation logic, and
CSAT performance tracking.
• Set up and optimized customer support helpdesk, implementing automation workflows and an AI-based
customer assistant to improve scalability and response efficiency.
• Developed and standardized SOPs to ensure consistency, clarity of execution, and reduced dependency on
manual oversight.
• Aligned Marketing, Production, and Support workflows to eliminate bottlenecks and improve execution
speed.
• Tracked key performance metrics and introduced improvements based on customer feedback and data
insights.
• Controlled inventory write-offs in collaboration with warehouse teams to maintain financial and process
accuracy.
• Conducted competitor analysis to inform positioning and support data-backed decision-making.

2) Business Operations & Project Support
Freelance - September 2022 to March 2024

• Conducted competitor and market research, delivering structured reports with clear business
recommendations.
• Improved Etsy store performance by refining listing structure, keyword strategy, and product positioning
based on competitive analysis.
• Contributed to startup launches by structuring execution plans and defining core workflows.
• Coordinated timelines, vendors, and logistics for business events and corporate initiatives.
• Analyzed existing processes, identified inefficiencies, and proposed workflow improvements to increase
execution clarity and speed.
Industries:
E-commerce (home goods, pet products, apparel, children’s products)
Real Estate (residential sales & rentals)
Event & Project Coordination

3) Business Assistant – November 2020 to August 2022 (Ukraine, Remote)

Coordinated supplier, logistics, and marketplace workflows, ensuring structured execution across internal
business processes.

• Led supplier and contractor sourcing, facilitated negotiations, and monitored performance against agreed
terms.
• Managed domestic and international shipping processes in collaboration with logistics providers.
• Conducted competitor and product research to inform pricing and positioning decisions.
 • Oversaw marketplace performance (Etsy, Rozetka, Amazon), ensuring order accuracy, listing consistency,
and compliance with platform standards.
• Contributed to recruitment processes and maintained structured internal documentation.

4) Lawyer (Civil Law Practice) - September 2019 to March 2022 (Poltava, Ukraine)

Worked as a legal practitioner specializing in civil law, providing comprehensive support in case
preparation, legal research, and client consultation. Assisted in drafting documents, reviewing
contracts, and managing case files, ensuring accuracy and compliance with applicable laws.
Collaborated with clients to understand their needs, advised on legal options, and supported the
resolution of civil disputes effectively.

5) Earlier Experience
Legal Counsel roles & University Teaching (Medical Law)
2016 – 2020

CORE COMPETENCIES
• Process Design & Optimization
• Cross-Functional Coordination
• Customer Experience Strategy & Automation
• D2C & Marketplace Management
• Business & Competitor Analysis
• Supplier & Logistics Coordination

TOOLS & SYSTEMS
Google Workspace (Gmail, Docs, Sheets, Slides, Drive, Calendar), AI & Automation (ChatGPT, Grok,
Claude), Helpdesk & CRM (Gorgias), Project & Task Management (Monday.com, Todoist, Notion),
Marketplaces & E-commerce: Amazon, Rozetka, Etsy, Shopify, Additional Tools: Slack, Excel, SQL (basic)

LANGUAGES
Ukrainian – Native
Russian – Fluent
English – B1
Polish – B1