Богдана

Bohdana Hlukhaniuk
Customer Experience | Quality Assurance Specialist | Internal Auditor

Professional Experience

Business Development Manager
eCommerce company, Kyiv | 04.2025 – Present

Built and managed strategic partnerships, signing multiple long-term contracts.
Conducted detailed market research and competitor analysis to identify new business
opportunities.
Led KYB (Know Your Business) onboarding process: collected, reviewed, and verified
corporate documents, ensuring compliance with internal and regulatory requirements.
Prepared proposals for potential partners, negotiating terms and finalizing agreements.

Senior Quality Assurance Specialist
Wirex, Kyiv | 11.2022 – 04.2025

Conducted regular and annual internal audits to verify compliance of business processes
with international regulations (KYC, EDD, AML Screening, Ongoing Monitoring, Anti-Fraud).
Evaluated and improved operational procedures to ensure adherence to regulatory and risk
management standards.
Developed detailed audit checklists, internal control frameworks, and quality assurance
methodologies.
Identified compliance gaps and proposed corrective action plans to senior management.
Collaborated with compliance, risk, and support teams to ensure continuous service quality
improvement.
Prepared internal reports and documentation for regulatory audits.

Customer Support Manager
Wirex, Remote | 06.2021 – 11.2022

Managed customer inquiries via email and live chat, resolving most of issues within SLA
timeframes.
Handled technical troubleshooting and escalations, coordinating with development teams
when needed.
 Mentored and trained new team members, creating onboarding guides and support scripts.
Introduced process improvements that reduced response time and improved CSAT scores.

Car Shipping Broker
CCS, Vinnytsia | 12.2020 – 04.2021

Negotiated with clients and drivers, managing transactions from order to delivery.
Coordinated logistics and resolved disputes during shipments.

Teacher of English
Level Up, Vinnytsia | 09.2020 – 12.2020

Conducted English lessons for adults and teenagers (online & offline).
Prepared group and individual lessons.

Customer Support Manager
Aviacontact, Vinnytsia | 12.2019 – 06.2020

Supported customers via phone and email, providing detailed consultation on services.
Handled complex cases, offering alternative solutions to meet client needs.
Documented customer issues and reported recurring problems to improve internal
processes.
Enhanced customer loyalty through personalized support and proactive problem-solving.

Teacher of English
Flash, Vinnytsia | 10.2018 – 02.2019

Taught English to children and teenagers in groups.
Created lesson plans, checked homework, organized thematic events.

Education

Vinnytsia State Pedagogical University
Bachelor’s Degree in English Philology | 2016 – 2020

Additional Education & Certifications

Business School “Alter Ego” – 2019 (2 months)
Fitness Coach (Myfitschool) – 2019 (1 month)
Targetologist Course – 2020 (1 month)
Fitness Course, Ukrainian National Federation of Bodybuilding and Fitness – 2022 (2 months)

Skills

Quality Assurance & Internal Audit (KYC, AML, Fraud Monitoring)
Customer Support (Email, Chat, Call Handling)
Tools: Jira, Freshdesk, SumSub, Passfort, Onfido, LexisNexis, Solidgate
 Checklist Development & Training
Strong analytical and organizational skills

Languages

English – Advanced
Russian – Fluent
German – Pre-Intermediate

Additional Information

Highly organized, responsible, and detail-oriented professional with a strong ability to manage
multiple tasks efficiently while maintaining high-quality results. Skilled in analyzing complex
information, identifying patterns, and making data-driven decisions to improve processes and
achieve objectives.

A collaborative team player who actively contributes ideas, supports colleagues, and fosters a
positive working environment, while also being fully capable of working independently and taking
initiative when needed.

Motivated to continuously expand professional knowledge and adapt to new technologies, tools,
and methodologies, demonstrating flexibility and a proactive approach to personal and
professional development.

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