Анастасія

Anastasiia
Vynohradova
WORK EXPERIENCE
Bolt | Kyiv, Ukraine
2020 - 2026
FLEET OPERATIONS TEAM LEAD (2021 - 2026)
Led a team of 16 specialists (3 in-house and 13 outsourced),
owning performance, KPIs, workload planning, service
quality, and people development.
Built and launched phone support for fleet partners, training
10 agents and establishing the Knowledge Base and
escalation flow; achieved ~5 min FRT, 90% CSAT, 15 min
SLA, and 75% resolution within 30 min.
Launched Lead-to-Fleet and Fleet Marketplace in Ukraine,
improving the driver acquisition funnel and driver-to-fleet
ABOUT ME matching.
Led fleet payout operations and migration to a new payout
Operations & Team Leader with 9+ years of
management system, ensuring operational continuity.
experience in operations management,
Designed and implemented KYC and compliance processes
people leadership, and cross-functional
using YouControl data, including the YouControl–Salesforce
project delivery. Led a team of 16 specialists,
integration for partner verification and fraud-risk
owning performance, KPIs, service quality and identification.
people development. Experienced in building Built and optimized end-to-end fleet partner processes
operations from scratch, optimizing end-to- across acquisition, onboarding, payouts, support,
end processes, and delivering cross- engagement, and retention.
functional initiatives across fleet operations, Led cross-functional projects across Operations, Product,
support, compliance, payouts and automation. Support, Finance, and Compliance, from problem
Strong at turning complex operational identification through implementation and performance
challenges into structured, scalable solutions evaluation.
with measurable business impact. Drove process, product, and AI-enabled improvements
based on partner feedback and operational gaps, increasing
CONTACT efficiency and scalability.
[open contact info](look above in the "contact info" section) OPERATIONS COORDINATOR (2020 - 2021)
Managed day-to-day fleet partner operations, support and
[open contact info](look above in the "contact info" section)
partner communication.
[open contact info](look above in the "contact info" section) Designed and implemented driver suspension and
deactivation criteria, ensuring consistent policy
vynohradova-507a32178
enforcement.
Ukraine, Kyiv Investigated fraud, policy violations, and service-quality
cases, identifying issues and coordinating corrective actions
SKILLS with fleet partners.

Operations Management Aviacontact BPO | Kyiv, Ukraine
Team Leadership 2017 - 2019
Project Management TEAM LEAD (CLAIMS)
Process Optimization Led and coached a team of 10 customer service agents,
Cross-functional Collaboration managing KPIs, productivity, quality, and service levels.
KYC & Compliance Managed onboarding, training, performance reviews, and
regular feedback, supporting team development and
Payments Operations
performance improvement.
Service Improvement Handled escalated customer cases and complex claims,
Automation & AI Tools supporting effective resolution and decision-making.
Data Analysis
EDUCATION
LANGUAGES
MASTER’S DEGREE
Ukrainian - Native 2014 -2019
English - C1 Kyiv National University of Trade and Economics,
French - B1 Tourist and Resort-Recreational Management