Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/20311822/

Work experience

Supervisor, Team Lead Сustomer Support (German GEO)

from 05.2021 to now (5 years 6 months)
NDA, Київ (IT)

• Managed a cross-functional support team of 12 agents.
• Scaled support teams from 2–6 specialists to provide 24/7 coverage for the German, Austrian, and Swiss markets (L1).
• Developed and implemented a new knowledge base, reducing incoming ticket volume by more than 15% (deflection rate).
• Increased CSAT from 88% to 95.4% by restructuring the training and quality assurance (QA) system.
• Reduced first response time (FRT) on core communication channels from 8 minutes to under 2 minutes.
• Implemented an AI-chatbot, enabling automatic resolution of more than 40% of routine requests without agent involvement.
• Handled 360+ requests daily via chat, email, and phone (slots, live betting, KYC) in German, with an average personal CSAT of 4.8.
• Created a matrix of response templates (macros, shortcuts) for the entire team, speeding up department workflow by 15% (LiveChat, Omnichat, Freshdesk).

Operations manager

from 03.2017 to 03.2021 (4 years)
Gooddudes Co.,"Гусь" brand, licensed by Art Nation, Київ (Роздрібна торгівля)

• Managed cross-functional divisions (logistics, production, design, support) and internal team coordination.
• Developed and implemented the company's internal organizational structure from scratch.
• Established and implemented 9 product assortment groups with planned product launches and contractor collaboration
(Ready on Demand), expanding the assortment to cover up to 80% of key customer requests (Category A, B).
• Led the creation and implementation of core sales channels.
• Trained new employees and conducted internal performance audits of the team.
• Reduced operating costs by 40% per year by establishing long-term agreements with key suppliers and partners.
• Implemented an automated system for processing online order information and automatically generating accompanying
shipping documents.
• Participated in new product development, creative concept design, and production setup (Adobe Photoshop, Blender, Maya 3D, Marmoset Toolbag).

Operations Manager, Project Team Lead

from 10.2013 to 03.2017 (3 years 6 months)
CLAN-P, Київ (Роздрібна торгівля)

• Managed a cross-functional team of 22 people (logistics, production, SMM, warehouse, customer support).
• Optimized internal processes, reducing order processing time by 25%.
• Formed and controlled the project's operating budget, reducing costs by 15% per year.
• Implemented a CRM system, increasing task transparency and reducing errors by 30%.
• Established and implemented 14 product assortment groups, generating a threefold increase in gross revenue over 3 years, with stable 30% annual profit growth.
• Established effective communication with key partners and suppliers.

Education

Kyiv National Economic University

Management of Organizations, Київ
Higher, from 2000 to 2005 (5 years)

Master's degree in Small Business Management; Bachelor's degree in Small Business Management; qualified as an
economics teacher (grades I–III).

Additional education and certificates

Setting up your AI-first helpdesk, Intercom

2026
Certificate

Launch Fin (Ai-Automatisation), Intercom

2026
Certificate

Knowledge and skills

• Google Analytics
• Material and technical support
• Online Advertising
• Business-to-Business (B2B)
• Product Development
• Водійські права кат. B
• Користувач 1С
• Intercom
• Freshdesk
• Ведення CRM
• Team management
• Управління командою
• Аналіз даних
• Уміння аналізувати
• Work with people
• KPI Management
• Впровадження системи KPI
• Onboarding for staff
• Adaptability
• Operational management
• Jira
• Livechat
• Slack
• Уміння працювати в режимі багатозадачності

Language proficiencies

• English — above average
• German — above average
• Ukrainian — fluent

Additional information

•Management & Strategy: strategic planning, building department processes from scratch, budget management (P&L), COPC.
• Metrics & Analytics: CSAT, NPS, CES, FRT, ART, SLA, FCR, and QA monitoring.
Tech Stack: Zendesk, Freshdesk, LiveChat, Intercom, Notion, Asana, internal CRM, 1C, Trello, Excel, Google
Workspace.
•People Management: hiring, onboarding, KPI development, mentoring, team motivation, calibration sessions, and
performance evaluation (KPI).