Особисті дані приховані

KATERYNA SLOBODA
Operations Coordinator | Workforce & Process Management
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About Me

I'm an operations professional with 3+ years of experience in coordinating teams, managing
budgets, and building processes that actually work. I like digging into data, spotting what's
broken, and fixing it — whether that's a staffing gap, a reporting blind spot, or a workflow that
slows people down. I'm looking for a role where good operational thinking translates into real
impact.

Key Achievements

Coordinated weekly workforce planning for a 7-person cross-functional team (3 FTEs + 4
•

NPWs) — keeping 100% operational coverage without overspending the part-time budget
Built and maintained operational reports on class-fill rates, sales conversions, bookings, and
•

refunds that senior management used for strategic decisions
Introduced structured 1-2-1 coaching for the team — which showed up in improved QA scores
•

and customer satisfaction metrics

Work Experience

Operations & Workforce Planning Coordinator, British Council Ukraine 2023 – Present
Capacity planning: ran weekly staffing schedules for a cross-functional
•

team of 7, forecasting needs and preventing bottlenecks
Budget: managed part-time staffing budget — identifying gaps,
•

reallocating hours, maintaining full coverage
Analytics: tracked and reported on operational KPIs — fill rates,
•

conversions, refunds — for senior management
QA: conducted systematic quality checks on customer communications
•

via iAuditor against corporate standards
People: line-managed FTEs and NPWs, led onboarding, ran regular 1-2-
•

1 coaching sessions

Customer Excellence Assistant, British Council Ukraine 2021 – 2023
Handled multi-channel customer contacts (phone, email, chat,
•

Facebook) and processed transfer/refund cases for the Exam Team
Supported internal communications and assisted in placement testing
•

and sales consultations
Helped onboard new team members
•

Commercial Translator (Arabic / French), Freelance 2019 – 2022
Translated commercial websites and business documents for
international clients

Technical Editor, International Publisher Ltd 2020 – 2021
Edited scientific articles and ensured compliance with editorial and Kyiv
layout standards

Office Administrator, Chasopys Creative Family 2019 – 2020
Managed day-to-day office operations and event logistics

EDUCATION & DEVELOPMENT

Master of Translation (Arabic & French), 2018 – 2020
Taras Shevchenko National University of Kyiv

Bachelor of Arabic Language & Literature, 2014 – 2018
Taras Shevchenko National University of Kyiv

Operational Management — Professional Course, Projector Institute 2026

Design Thinking: Creative Problem Solving — Workshop, 2026
Beetroot Academy

Skills & Tools

Operations Tools
Workforce capacity planning · Budget Advanced MS Excel · Salesforce · SAP (PO
management · KPI reporting · Process Creation) · Notion (Basic) · Figma (Basic) · Miro
optimisation · Team leadership · QA (iAuditor) (Basic)

Languages

Ukrainian English
Native Fluent

Arabic French
Intermediate Basic

Volunteering

Embassy of Saudi Arabia in Ukraine, Intern Translator 2019
Translated cultural texts for exhibition materials

Study in Europe Fair Ukraine, Event Volunteer 2018
Assisted university representatives and international visitors

Eurovision 2017, Event Volunteer 2017
Supported event logistics and guest service