Віолетта

Violetta PROFILE

Khlystun Operations leader with 8 years of experience designing and scaling delivery
frameworks, cross-functional processes, and backlog/prioritization systems
OPERATIONS MANAGER
across QA, customer support, and product operations. Proven track record
of auditing operational workflows, building sprint-based execution
structures, and driving adoption of new ways of working across multiple
teams. Hands-on with Jira, Notion, Monday.com, and AI-enabled process
CONTACT
automation.
PHONE
[відкрити контакти](див. вище в блоці «контактна інформація»)
WORK EXPERIENCE
EMAIL
[відкрити контакти](див. вище в блоці «контактна інформація») Operations Manager · Multiverse Computing Jan 2026 – Present

LINKEDIN Zaragoza, Spain
[відкрити контакти](див. вище в блоці «контактна інформація») • Reviewed operational processes and workflows across IT, Sales, Marketing,
k-23084668 HR, and Product, identifying bottlenecks and redesigning cross-functional
LOCATION processes for scalability and efficiency
Spain • Implemented a structured task and project management framework — backlog
prioritization, task sequencing, delivery tracking — using Monday.com to
improve team visibility and accountability
LANGUAGES
• Established KPI dashboards and analytics frameworks to enable data-driven
Ukrainian Native decision-making and monitor delivery performance across teams

Russian Native • Built and maintained internal documentation, SOPs, and operational handbooks
as part of process standardization and knowledge-sharing
English C1
• Identified operational bottlenecks through an analytical approach and
Spanish A1
implemented scalable solutions to support company growth

CORE SKILLS Operational Scaling Advisor | Customer Operations Sep 2025 – Jan 2026
Consultant · Freelance
Delivery & Operations
Spain (remote)
Backlog Mgmt
• Partnered with leadership to audit operational bottlenecks and implement
Prioritization targeted, prioritized solutions in fast-growing, high-demand environments

Sprint Coordination • Designed scalable team infrastructure and optimized workflows across
support, IT, and cross-functional teams, reducing cycle times and improving
Process Design resource utilization

Operational Audits • Developed operational documentation and training materials to standardize
processes and accelerate team onboarding
Leadership & Strategy • Established performance metrics, dashboards, and reporting frameworks to
monitor KPIs and inform strategic, data-driven decision-making
Team Leadership
• Advised organizations on customer support infrastructure, designing scalable
KPIs / OKRs
systems to improve response efficiency and customer satisfaction
Resource Planning
Program Operations Manager · QATestLab Sep 2023 – Aug 2025
Headcount Planning
Spain (remote)
Stakeholder Mgmt
• Led and scaled a QA team of 20+ engineers, managing workload distribution,
backlog prioritization, performance reviews, and hiring to support shifting
Customer Support Ops project needs
Escalation Paths • Coordinated sprint-based delivery for multiple concurrent software testing
projects, working closely with Project Managers on planning, prioritization, and
CSAT / SLA Design
on-time releases
Infrastructure Build • Drove business growth by leading presales activities, including client discovery
meetings, technical scoping, and contract negotiations

AI & Automation • Standardized QA workflows and documentation templates, improving team
efficiency and delivery consistency across all client projects
Claude ChatGPT
• Acted as the main point of contact between clients, PMs, and QA teams to align
Gemini Make.com
project scope, manage timelines, and set expectations
Lovable • Optimized resource allocation and team capacity, using data to balance
workloads and reduce project overhead
Tools & Platforms

Jira Notion Director of Customer Support and Technology · Jun 2022 – Sep 2023
ENGin
Monday.com Asana
Spain (remote)
Zendesk Intercom • Directed end-to-end software development lifecycle, introducing structured
Power BI Tableau
planning and prioritization practices aligned with strategic product roadmaps
• Led and managed cross-functional teams of up to 30 engineers, support
agents, and QA specialists, facilitating regular cross-functional syncs
EDUCATION
• Designed and implemented customer support infrastructure from scratch,
MA, Business Administration & including workflows, escalation paths, SLAs, and KPI frameworks
Management • Oversaw full-cycle talent management: headcount planning, interviewing,
Simon Kuznets Kharkiv National onboarding, and performance evaluation
University of Economics
• Implemented support tooling and CRM integrations to improve response times
Sep 2016 – May 2018 · Kharkiv, UA
and team efficiency

BA, Business Administration &
Management Program Operations Manager · QATestLab Mar 2021 – Jul 2022
Simon Kuznets Kharkiv National Kyiv, Ukraine
University of Economics
• Led and managed a team of 15–20+ QA specialists, overseeing workload
Sep 2012 – May 2016 · Kharkiv, UA
distribution, prioritization, performance reviews, and full-cycle recruitment and
onboarding
• Coordinated delivery across multiple concurrent testing projects with Project
Managers, ensuring on-time execution and quality standards
• Standardized project documentation, reporting templates, and client
communication workflows to improve delivery consistency

Product Owner | Operations Manager · Payris Sep 2019 – Mar 2021
Kyiv, Ukraine

• Served as a key operational partner to the CEO, contributing to strategic
planning, prioritization, and day-to-day startup management
• Built and scaled multiple teams from the ground up (Marketing, Content, Sales,
Customer Support, QA), covering hiring, onboarding, and team structuring
• Owned product operations, analyzing and configuring company platforms to
align with business and user needs

Earlier Experience

Customer Support Specialist | Shift Lead · TrustTech Dec 2018 – Dec 2019
Kyiv, Ukraine — Multi-channel support delivery; led shift operations; managed payment
processes and fraud reporting

Technical Support Specialist (L1) · A2 Hosting Aug 2018 – Dec 2018
Ukraine (remote) — L1 support for cPanel/Plesk hosting; SSL implementation; ticketing &
chat support

Customer Support Representative · Genesis Tech Aug 2016 – Dec 2018
Ukraine (remote) — Email & live chat support; user profile moderation and policy
compliance

Customer Support Agent · Freelance Jun 2016 – Nov 2018
Ukraine (remote) — Multi-client support across industries; operational & administrative
task support