Тетяна

Tetiana Palokha
Senior Project / Delivery Manager · Operations Lead
Kyiv, Ukraine · Remote only · [відкрити контакти](див. вище в блоці «контактна інформація») · [відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація») · t.me/tetiana_palokha

SUMMARY
Delivery-focused Project Manager with 13+ years in marketing and EdTech, including 9+ years in leadership roles.
Currently lead client delivery and service operations at a marketing agency, keeping multiple client projects on track
and on time. Experienced in launching and running educational products, including a portfolio of 30+ courses, and in
building teams and processes from scratch. Strong in planning, stakeholder communication, process improvement
and practical use of AI tools in team workflows.
PROFESSIONAL EXPERIENCE
Human Agency · Marketing agency
COO / Customer Service Director Feb 2024 – Present
• Oversee delivery for up to 20 concurrent clients across SMM, branding and marketing strategy; personally lead
selected client projects end-to-end, from brief to delivery.
• Manage a 15+ person team: full hiring cycle and regular 1:1s.
• Standardized delivery with project templates, SOPs and a structured client onboarding process.
• Introduced AI workflow automation (Claude, Gemini), significantly reducing the team's routine workload.
• Handle escalations and project risks to keep work on schedule and clients satisfied.
• Source and manage external contractors; negotiate rates, scope and terms of cooperation.
Aff1.com · Affiliate marketing education
Head of Educational Project Aug 2021 – Jan 2024
• Led development of a new educational product end-to-end, from concept to MVP.
• Managed creation of online courses and an LMS-based learning platform.
• Built the project team and its processes from scratch: planning, task tracking and stakeholder reporting.
• Coordinated cross-functional teams (content, design, development, marketing).
Richadvert · Affiliate marketing education
CEO / COO Jan 2017 – Feb 2021
• Grew the company into one of the leading training providers in affiliate marketing, managing a portfolio of 30+
educational products.
• Scaled the team from 23 to 35 people and increased profit by 20–30%.
• Aligned product roadmap and project priorities with long-term business goals.
• Oversaw HR, sales and customer support teams, as well as budgets and financial operations.
• Led the transition to fully remote work during the pandemic, restructuring all processes without disrupting
operations.
Head of Customer Support Nov 2014 – Jan 2017
• Built the customer support department from scratch and optimized its processes.
• Launched a coaching support department for students, which increased project profitability.
Pokupon LLC · E-commerce
Customer Support Manager Dec 2012 – Feb 2014
• Handled complex user and partner requests and moderated site content.

KEY SKILLS
Project & Delivery Management · Planning & Prioritization · Scope & Budget Control · Risk & Issue Management ·
Stakeholder & Client Communication · Team Leadership · Resource Planning · Process Improvement & SOPs ·
Problem Solving · Documentation & Reporting · AI Tools for Productivity
EDUCATION, CERTIFICATIONS & LANGUAGES
Chernihiv National University of Technology · Tourism Management 2011 – 2015
Kyiv Academy of Media Arts · Account Management (course) 2016
Anthropic · Claude 101 · Claude Code 101 · Introduction to Claude Cowork Apr – May 2026
Languages: Ukrainian — Native · English — Upper-Intermediate (B2)