Маша

MARIIA PANKOVA
OPERATIONS & LEAD GENERATION SPECIALIST
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | tg: @vaiplot | Poltava/Lviv

PROFESSIONAL SUMMARY
Operations and Lead Generation specialist with 2+ years of experience across operations, customer communication, and B2B lead generation.
Experienced in managing up to 50-60 active shipments simultaneously, handling customer inquiries, coordinating with drivers and internal
teams, and resolving time-sensitive operational issues. Skilled in ICP-based lead research, prospect list building, decision-maker
identification, and contact verification using. Bachelor's degree in Computer Science. English - B2 (Upper-Intermediate).

PROFESSIONAL EXPERIENCE
Operations Manager Sep 2025 - Sep 2026
• Managed and monitored approximately 50-60 active shipments simultaneously
• Handled customer requests and operational questions through email, phone calls, providing shipment updates and relevant
information.
• Monitored driver arrival times and followed up on delays and other operational issues.
• Reviewed cargo and documentation photos to verify shipment information and determine whether drivers could leave loading or
unloading locations.
• Provided customers with loading and unloading information and updates.
• Worked closely with dispatchers, supporting customer communication and advising on complex cases, including damaged cargo,
driver-related issues, and delays.
• Communicated with drivers by phone, providing instructions and explaining requirements for specific shipments.
Lead Generation Manager Dec 2023 - Aug 2025
• Researched and identified potential B2B leads based on defined ICP criteria, including industry, job title, country, company size, and
other requirements.
• Identified relevant decision-makers and verified contact information, including email addresses.
• Organized qualified prospects into lead lists for further outreach.
• Managed daily lead generation targets, typically producing 50-100 leads for broader searches and 20-50 leads for more niche
searches.
Contact Center Operator Jun 2022 - Nov 2022
• Handled approximately 50-70 customer calls per day from individual and business customers regarding shipment-related questions
and issues.
• Assisted customers with resolving delivery and shipment-related requests.
• Coordinated with other departments via email and phone to facilitate faster resolution of customer issues.

SKILLS
Operations & Support: Customer communication · Email and phone support · Shipment monitoring · Driver coordination · Documentation
verification · Issue resolution
Lead Generation: B2B lead generation · ICP-based research · Lead list building · Decision-maker identification · Contact/email verification
Tools: LinkedIn · Sales Navigator · Clay · Apollo · Crunchbase · Google Sheets · Microsoft Excel · CRM systems
Languages: English - B2 (Upper-Intermediate) · Ukrainian - Native

EDUCATION
Bachelor's Degree in Computer Science - National University “Yuri Kondratyuk Poltava Polytechnic”, 2024