Ксенія

KSENIIA NASONOVA
TEAM LEAD | PEOPLE & PROCESS MANAGEMENT | QUALITY | ANALYSIS

Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFILE
Experienced team leader with 5 years in a fast-paced tech environment, including 3+ years leading teams of 6–8
people. Strong background in people management, KPI and performance improvement, quality assurance, process
optimization, complex case resolution, and research and analysis.
Adaptable professional open to opportunities across team management, quality, operations, risk, project
coordination, and related areas.

WORK EXPERIENCE
Shift Lead (Team Leadership) Aug 2021 – Sep 2024
Standard Assurance Team / Dispute Resolution Team
SKELAR, TENTENS Tech
Led a team of 6–8 people, coordinating daily workflow, workload distribution, performance, and team support.
Managed team performance through 1:1s, feedback, performance reviews, and individual KPI improvement plans.
Identified recurring issues and weak areas and worked with team members to improve results.
Organized team brainstorms, trainings, and onboarding focused on processes, workflows, and performance.
Supported complex and non-standard Dispute Resolution cases, helping identify appropriate solutions.
Created regular workflow updates and contributed to process and flow improvements.
Supported OSINT research on high-risk users, analyzing publicly available information to identify potential risks
and suspicious activity.
Contributed to competitor and platform research, analyzing industry practices and identifying potential
opportunities for process improvement.
Moderator Aug 2019 - Aug 2021
Content Moderation Team / Standard Assurance Team
SKELAR, TENTENS Tech
Moderated digital content and conducted user verification.
Monitored adherence to platform standarts by partners and users and identified cases requiring
escalation, and communicated with partners and internal teams to resolve operational issues.
Interpreter Jul 2017
DRAGONBOAT ROWING FEDERATION — France
Provided language assistance during IDBF 13th Junior and U24 IDBF World Dragon Boat Championships.

EDUCATION

Master of Philology — Specialist in French and English Languages Sep 2019 - Jan 2021
and Foreign Literature
National Pedagogical Dragomanov University

Bachelor of Philology — Teacher of French and English Sep 2015 - Jun 2019
Languages and Literature
Ivan Franko National University of Lviv
KEY SKILLS
Team & People Management Quality Assurance Research & Analysis
KPI & Performance Management Workflow Management Risk Assessment & OSINT
Onboarding & Training Problem Solving & Case Microsoft Excel
Process Improvement Resolution Cross-functional Collaboration

LANGUAGES

Ukrainian — Native · English — B2 · French — B2

PROFESSIONAL DEVELOPMENT

TrustTech Management School — TrusTech (SKELAR) Dec 2022 - Apr 2023