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Work experience

Team lead

from 10.2019 to 08.2026 (6 years 11 months)
Bolt, Київ (Транспорт, логістика)

Managing operational initiatives focused on fleet partners, payments, compliance, partner support, and service improvement in the Ukrainian market.

• Processing fleet payouts and leading the transition to a new payout management system
• Designing and implementing a KYC verification process based on YouControl data
• Conducting fleet owner verification and collecting required compliance documentation
• Launching the Lead-to-Fleet and Fleet Marketplace projects in Ukraine
• Launching phone support for fleet owners in cooperation with an outsourced support team
• Developing processes for fleet acquisition, onboarding, engagement, support, and retention
• Leading cross-functional initiatives across Operations, Support, Product, Finance, and Compliance
• Identifying service gaps and proposing product and operational improvements based on partner feedback
• Supporting automation and AI-based solutions to improve operational efficiency and partner experience
• Managing projects from problem identification through implementation and performance evaluation

From 2022 to 2026, led operational team responsible for fleet partner experience, process execution, and service quality in the Ukrainian market.

• Managing team performance, workload, priorities, and day-to-day operational delivery
• Setting team goals and monitoring KPIs, productivity, quality, and service standards
• Conducting onboarding, coaching, regular one-to-one meetings, and performance reviews
• Supporting team members in complex cases, escalations, and decision-making
• Identifying development needs and creating individual growth plans
• Improving internal workflows, team processes, and knowledge management
• Creating operational guidelines, manuals, scripts, and training materials
• Coordinating collaboration between Operations, Support, Product, Finance, Compliance teams
• Leading the team through process changes, new project launches, and operational transitions
• Ensuring clear communication of business updates, policy changes, and team priorities
• Encouraging ownership, accountability, knowledge sharing, and continuous improvement within the team
• Collecting team feedback and translating operational challenges into process and product improvement initiatives
• Supporting workforce planning, task distribution, and resource allocation
• Maintaining team engagement and a supportive working environment during periods of high workload and change

Team lead

from 05.2017 to 07.2019 (2 years 3 months)
Aviacontact, Київ (Телекомунікації, зв'язок)

Led a customer support team in a fast-paced BPO environment, ensuring high service quality and operational performance.

• Managed and coached a team of customer service agents
• Monitored team KPIs, productivity, quality, and service levels
• Conducted onboarding, training, performance reviews, and regular feedback sessions
• Handled escalated customer cases and complex claims
• Improved internal workflows and service standards
• Prepared performance reports and supported workforce planning

Education

Київський національний торговельно-економічний університет

Факультет ресторанно-готельного та туристичного бізнесу, менеджмент туристичного бізнесу, Київ
Higher, from 2014 to 2019 (5 years)

Knowledge and skills

• Управлінські навички
• Стратегічне мислення
• Ідейність
• Оптимізація бізнес-процесів
• Управління проєктами

Language proficiencies

• English — above average
• French — average
• Ukrainian — fluent