Олександра

Oleksandra Zhura
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Tbilisi, Georgia
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oleksandra-zhura

Profile summary
Operations & quality assurance professional with experience in team leadership, stakeholder
communication & reporting, CRM management, and process improvement. Experienced in coordinating
cross-functional teams, monitoring KPIs and operational commitments, identifying risks and information gaps,
and turning complex data into clear reports and actionable solutions. Additional strengths: advanced
organizational and communication skills with a proactive, results-oriented approach and hands-on experience
in digital products, analytics, and AI tools.

Professional experience

Livingston Research
01/2025 – 02/2025 Acting Operations Manager (project-based)
Oversaw all Operations teams — Support, Issue Resolution, and Team Leaders —
•

coordinating cross-team priorities, workflows, and operational performance
Monitored KPIs and operational data in spreadsheets to identify patterns,
•

emerging risks, and potential business impact, implementing preventive solutions
before escalation
Led weekly cross-functional meetings, tracked recurring operational issues,
•

resolved blockers, and translated findings into actionable decisions and process
improvements

02/2023 – 12/2024 Quality Assurance Team Leader
Managed a dedicated team of Customer Support Representatives and Sales
•

Managers, coordinating priorities, monitoring performance, and providing regular
feedback to drive consistent results
Audited customer interactions and operational processes to identify recurring
•

issues, process gaps, compliance risks, and customer experience concerns,
translating findings into actionable improvements
Leveraged CRM, analytics, and AI tools to investigate performance trends and
•

anomalies, identify root causes, and support data-driven operational decisions
Designed and implemented operational policies, workflows, and support
•

standards, improving process consistency and ensuring teams had clear
procedures and expectations
Prepared and delivered monthly performance reports to shareholders,
•

consolidating operational data into clear insights, key issues, and
recommendations

09/2022 – Sales Manager
02/2023 Handled relationships with inbound and outbound clients throughout the full sales
•

cycle, maintaining a 25%+ monthly conversion rate through consultative
communication and needs-based guidance
Handled objections and negotiated pricing, scope, and timelines while maintaining
•

clear communication and a strong customer experience
Maintained proactive follow-up with clients and coordinated with Support and
•

Operations teams to ensure smooth handoffs and timely issue resolution

10/2021 – 09/2022 Customer Support Representative
Managed 40+ unique clients per 8-hour shift, prioritizing multiple concurrent and
•

recurring requests while maintaining response times consistently under 1.5
minutes

Resolved complex customer issues and disputes by investigating root causes,
•

coordinating with relevant teams, and following cases through to resolution
Identified recurring customer concerns and proactively addressed them through
•

tailored communication and process improvements

Litero AI
01/2025 – 12/2025 SEO Content Manager
Managed content production and strategy, using research and performance data
•

to structure information, identify gaps, and deliver clear, results-oriented content
Researched and evaluated AI tools and workflows, implementing solutions to
•

improve process efficiency and scalability
Collaborated with Design and Technical teams to coordinate content-related
•

initiatives across digital platforms
Used performance data and research insights to evaluate results and refine
•

strategies

10/2024 – 12/2024 SEO Content Writer (part-time)
Created high-volume, research-driven content, synthesizing complex information
•

into clear, structured, audience-focused communications
Used AI tools throughout the content workflow to improve research and
•

production efficiency while maintaining accuracy and quality

Skills

Operational management CRM & analytics Cross-functional collaboration

Reporting & documentation Objection handling & negotiation Risk & issue identification

KPI & performance analysis Process improvement Active listening

Research & investigation Training & coaching Microsoft Excel & PowerPoint

AI tools & automation Time management & prioritization

Languages
English — Fluent Ukrainian — Native/Bilingual
Russian — Native/Bilingual Spanish — Basic

Interests

Hiking & camping | Sports (gym, running, yoga) | Reading | Board games

References
Nataliia Desiatnikova, Deputy Head of Operations ( former), Livingston Research
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Olena Puneiko, Head of Marketing, Litero AI
TG: @PPCunicorn