Анна

Anna Zabolotna
Value-driven Contact Center and Sales Manager with nearly 20 years in the
industry, including 15+ years leading strategic operations in sales and
customer service. I help organizations boost conversion, improve service
quality, and reduce turnover through structured performance management and
skill development. Proven record of restructuring contact centers, aligning
KPIs with business goals, and developing teams that deliver sustainable
results.

CONTACT EXPERIENCE
Zaragoza, Spain Head of sales
MDFin
• Organized the transfer of over 50 operational tasks to local managers in
01/2025 - 04/2025

[відкрити контакти](див. вище в блоці «контактна інформація»)
Romania and the Czech Republic, reducing the headquarters' workload by
[відкрити контакти](див. вище в блоці «контактна інформація») 35%.
m • Implemented task planning in Jira to enhance process transparency and
track sales goals efficiently.
• Initiated the development of a headcount model utilizing Romanian office
SKILLS as pilot to boost employee efficiency.
• Leadership & Strategy: • Standardized weekly reporting across all country offices to ensure
Team management, Strategic consistent data presentation.
workforce planning, Change • Redesigned backlog ticket prioritization, minimizing outdated requests and
management, Project enhancing focus on critical tasks.
coordination • Conducted sales process audit in Romania and Czech Republic, identifying
• Sales & Operations: efficiency bottlenecks.
Sales coaching and training, • Led weekly status meetings with CEOs in Romania, Czech Republic, and
Process optimization, KPI Mexico to review performance.
management, Complaints
handling Head of contact center
• Analytics & Tools: JSC «PIRAEUS BANK ICB» - Kiev, Ukraine
• Reorganized bank contact center, leading large-scale migration to new
03/2018 - 01/2025

Data analysis, CRM, Jira,
Reporting platform for enhanced efficiency.
• Launched alternative customer service channels, significantly boosting
customer loyalty and satisfaction.
LANGUAGES • Developed comprehensive FAQ knowledge base and training system,
English: B2 achieving 95% compliance with quality standards.
• Established customer-centric complaints management system within
Upper Intermediate Complaints Committee for effective root cause analysis.
Russian: C2 • Coordinated collaboration between branches and head office, enhancing
response speed and issue resolution quality.
Proficient • Led strategic workforce management initiatives, reducing employee
Ukrainian: C2 turnover by nearly four times.
• Oversaw cross-functional initiatives, launching new services and
Proficient optimizing processes to improve service quality.
Spanish: B1 • Analyzed business processes and documentation, implementing best
practices and regulatory compliance improvements.
Intermediate • Provided data-driven insights to senior leadership, contributing to strategic
decision-making, and advancing key bank projects.
ASSOCIATIONS Head of telesales department
• Ukraine Contact Center JSC «BANK FORWARD» - Kiev, Ukraine
Association International • Scaled the contact centre team from 4 to 80 employees, building an
01/2016 - 01/2018

(UCCAI)Ukraine Contact efficient structure focused on KPI achievement.
Center Association • Reduced customer refusals by 15% through sales script optimisation,
International (UCCAI) - Head updating the motivation system, and implementing systematic coaching.
of the Audit Committee. • Implemented a performance management system — regular evaluations,
• AEERC- Asociación feedback, and development of supervisor competencies.
 Española de Expertos en la • Led process automation and migration to a new contact centre platform,
Relación con improving operational efficiency and reducing response time; 95% of
ClientesAEERC- Asociación customers received a call within 3 minutes.
Española de Expertos en la • Achieved consistent KPI performance, and overachievement in service
Relación con Clientes - levels and conversion rates.
Member. • Provided the Board with strategic recommendations on customer
operations, sales performance, and process optimisation, contributing to
sustainable business growth.
HOBBIES AND INTERESTS
• Padel, Tennis • Exploring AI Head of active sales and service department
applications in business JSC «OTP Bank» - Kiev, Ukraine
• Developed and implemented phone sales projects, driving conversion rates

05/2014 - 01/2016
processes and customer
service • Volunteering and achieving departmental KPIs.
• Led migration project to new contact centre software, negotiating with
partners and customizing the system.
• Optimized online application and lead handling, reducing average response
time to one minute.
• Defined functional responsibilities and KPIs, creating development plans
that tripled staff retention.
• Increased agent utilization rate from 28% to 60% while maintaining staff
retention levels.
• Adapted campaigns based on targets, monitoring metrics and providing
actionable feedback.
• Created sales and survey scripts for various products to enhance customer
engagement.
• Led 20+ sales training sessions as a certified internal trainer, strengthening
team performance and fostering a coaching culture.
• Analyzed business processes and documentation, implementing
improvements aligned with best practices, and regulatory requirements.
Head of call center department
JSC «OTP Bank» - Kiev, Ukraine
• Monitored and managed department KPIs (SL, AWT, AHT, occupancy,
12/2013 - 05/2014

Self-Service Rate, IVR, Abandoned Calls etc.) and took operational
decisions to ensure consistent achievement of targets.
• Planned and managed recruitment according to call forecasts and KPIs,
building a professional team of 100 FTE organized into 5 sectors, focused
on both sales and customer service.
• Implemented improvements in staff training and development, including
sales workshops and ongoing coaching, increasing team effectiveness and
retention.
• Analyzed IVR structure and developed new IVR logic, including texts,
recordings, and IT tasks, ensuring efficient customer routing.
• Set up and managed operations with outsourcing call centers, controlling
qualitative and quantitative KPIs through data analysis, call monitoring,
staff training, and script optimization.

EDUCATION
2011
University graduate Economics
Kiev National Aviation University - Kiev, Ukraine
• Master-equivalent Specialist Graduate