Альона

ALYONA
TYMOSHENKO
Project Manager | Process Optimization | Sales Enablement

Profile
Project Manager with over 7 years of experience in customer service,
internal communications, and process improvement. Skilled in managing
internal projects, creating training programs, developing knowledge
bases, and supporting commercial operations. I have a strong
understanding of client experience and cross-team collaboration. I enjoy
organizing complex information, helping people, and making processes
better and easier.

Work Experience
[відкрити контакти](див. вище в блоці «контактна інформація»)

2024
[відкрити контакти](див. вище в блоці «контактна інформація») Nova Poshta (Nova Group)
–
Project Manager
Kyiv, Ukraine Present

Leading internal projects in the Department of Sales Process
Education Standardization
Defining project scope, goals, and deliverables in alignment with business
Bachelor of Finance, Banking, and objectives
Insurance Organizing project timelines, task assignments, and resource planning
Poltava State Agrarian Facilitating team meetings and tracking progress using project
Academy – Poltava, Ukraine management tools
Identifying risks, solving problems, and ensuring deadlines are met
2016 - 2019
Creating internal training programs and onboarding materials for sales

Courses and account teams
Building and maintaining an AI-driven internal knowledge base
Project Management (E5) Designing customer journey maps (CJMs) to improve client experience
Lean Management (Green Belt) - Preparing presentations and status reports for stakeholders and
Internal Nova Poshta Course leadership

Neuro Designer (CREO)
2023
Nova Poshta
Language -
Manager of International Document Flow
2024
English - B2 (in progress)
Organized document processes with international representatives
Ukrainian - Native
Controlled approval and publication of official documents
Helped improve systems for working with documents (including
Skills
automation)
Project Management Developed templates and workflows for teams

Process Mapping Supported the development of an internal knowledge system

Knowledge Base (AI-based)
2018
Nova Poshta
CJM Design -
Customer Support & Team Supervisor
Presentation Design 2023
CRM Basics
Started as a contact center agent and grew into a supervisor and
Jira SMM support specialist
Confluence Managed a team of agents and monitored service quality
Google Workspace Improved communication between customers and the company

Communication Worked with cross-functional teams to solve customer problems
and improve support processes
Critical Thinking