Владлена

VLADLENA KOVALCHUK
Dnipro, Ukraine
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PROJECT & OPERATIONS MANAGER
FinTech | International Operations | Team Leadership | Client & IT
Coordination

PROFESSIONAL SUMMARY
Project and Operations professional with 10+ years of experience in an international
environment, combining operations management, team leadership, client management, business
development, and cross-functional coordination with technical teams.

Progressed from a client-facing management role to Team Lead after demonstrating strong
leadership, ownership, initiative, and the ability to take responsibility for complex operational
and client-related matters.

Experienced in managing a team of 6, coordinating developers and system administrators,
translating business and client needs into actionable tasks, monitoring implementation,
performing functional testing, coordinating issue resolution, and supporting the delivery of
changes from initial requirement through release.

Strong domain knowledge of FinTech and financial markets, including payment processing,
payment gateways, international wire transfer processes, KYC-related documentation, brokerage
operations, and communication with international English-speaking clients.

A strong connector between business, clients, and technical teams, with the ability to understand
a problem, clarify requirements, coordinate resources and budget, translate needs into actionable
tasks, follow implementation, test the outcome, and ensure issues are resolved.

CORE COMPETENCIES
Project & Operations Management

Project Coordination
Operations Management
Team Leadership
Cross-functional Coordination
Task Planning & Prioritization
Process Coordination
Incident & Crisis Management
Stakeholder Management
Escalation Management

Business & IT Coordination

Business Requirements
Requirements Clarification
Task Definition
Development Team Coordination
Functional Testing
User Acceptance Testing (UAT)
Bug Identification & Retesting
Implementation Follow-up
Change Coordination
Release Readiness

FinTech & Payments

Payment Processing and Gateways
International Payment Processes
Wire Transfer Principles
KYC-related Processes
AML-related Documentation
Financial Markets

Client & Business Management

International Client Management
Key Client Management
B2C
Stakeholder Communication
Crisis Communication
Customer Needs Analysis

People Management

Team Leadership
Task Allocation

Recruitment & Initial Interviews
Employee Onboarding
Training & Knowledge Transfer

PROFESSIONAL EXPERIENCE
INTERNATIONAL COMPANY
Team Lead / Project & Operations

2015 – early 2026

International environment involving financial-market-related products and services, technology,
and international English-speaking clients.

Career Progression

Started in a client-facing management and business promotion role and progressed to Team Lead
after demonstrating strong leadership, initiative, ownership, and the ability to become a key point
of reference for the team and management.

As Team Lead, became a primary escalation point for complex operational matters, key clients,
technical issues, and crisis situations.

Team Leadership & Operations

Managed a team of 6 employees, including task allocation, prioritization, deadline
tracking, and follow-up on deliverables.
Coordinated work between team members, management, clients, developers, system
administrators, and external vendors.
Took ownership of a broad range of operational and cross-functional matters.
Served as a primary escalation point for complex, sensitive, and urgent issues.
Coordinated multiple workstreams and priorities simultaneously.

Project & IT Coordination

Identified customer experience and usability issues and initiated improvements.
Analyzed business and customer needs and translated them into clear, actionable
requirements for development teams.
Discussed implementation options and estimated development effort with developers.
Coordinated implementation approach and budget with management.
Assigned tasks to developers and monitored progress through completion.
Performed functional testing of implemented changes.
Identified bugs, inconsistencies, and deviations from requirements.
Provided detailed feedback to developers and coordinated required corrections.
Conducted follow-up testing after fixes and verified readiness for release.
Coordinated communication between business, client-facing, and technical teams
throughout the implementation cycle.

International & Key Client Management

Managed communication with international English-speaking clients, primarily in a B2C
environment.
Personally handled key clients and sensitive client-related matters.
Conducted business communication and negotiations in English.
Communicated with clients via email, online chats, Zoom, and other communication
channels.
Managed difficult and sensitive situations

Incident & Crisis Management

Coordinated team response during critical technical and operational incidents.
Worked simultaneously with developers, system administrators, and client-facing
employees to determine priorities and appropriate actions.
Coordinated communication with clients during critical situations.
Provided operational direction to team members during urgent incidents.
Coordinated internal and external communication until normal operations were restored.

FinTech & Payment Processes

Communicated with payment processing providers.
Developed practical understanding of payment gateways and payment processing
workflows.
Practical understanding of financial-market processes.
Prepared, adapted, and maintained KYC-related documentation according to company
requirements.
Worked with documentation related to KYC/AML processes.

Business Development & Marketing

Analyzed customer needs, behavior, and objectives to support business development and
promotional decisions.
Participated in decisions regarding company and product promotion.
Monitored market and customer behavior to identify opportunities for further promotion
and development.

Recruitment & Training

Participated in recruitment and conducted initial candidate interviews before management
review.
Supported onboarding of new team members.
Delivered initial training covering key processes and responsibilities.
Supported knowledge transfer and delegated further training to designated team
members.

MEDIA HOLDING “REKLAMNOE POLE”
Advertising & Client Manager

2014 – 2015

Managed client relationships and developed the customer base.
Sold advertising, design, print, promotional, and related services.
Identified customer needs and prepared commercial proposals.
Conducted negotiations and supported contract closing.
Coordinated client orders and monitored execution throughout the process.
Worked with external vendors and advertising partners.
Managed documentation and accounts receivable follow-up.

ADVERTISING AGENCY “REDIL-1”
Advertising Manager

2012 – 2014

Managed and developed the client base.
Processed client requests and prepared commercial proposals.
Conducted negotiations and supported contract closing.
Analyzed the advertising market.
Coordinated communication with media and advertising agencies.
Managed documentation and accounts receivable follow-up.

“ARTLINE” (2PiR)
Senior Market Development Specialist

2006 – 2012

Developed and maintained the client base.
Sold advertising services and developed new business opportunities.
Analyzed the market and competitive environment.
Prepared commercial proposals and conducted negotiations.
Supported client brand promotion through advertising solutions.
Coordinated execution of client projects and monitored delivery.

EDUCATION
Ukrainian State University of Chemical Technology
Specialist Degree, Chemical Technology of Fuels
2006

LANGUAGES
English — Upper-Intermediate (B2)
Ukrainian — Fluent
Russian — Native

TOOLS
Microsoft Word, Excel, PowerPoint, Google Ads, WordPress, CRM systems, Trello, PDF tools,
online communication platforms.

Fast learner with the ability to quickly adapt to new software, internal systems, and business
processes.

PROFESSIONAL STRENGTHS
Leadership and ownership, structured thinking, independent decision-making, stakeholder
communication, problem-solving, cross-functional coordination, ability to quickly understand
new processes, and ability to remain effective when handling multiple priorities and complex
situations.