Тетяна

TETIANA KARPINSKA
People Operations Manager
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Lviv, Ukraine

PROFILE
People Operations and team leadership professional with 5+ years at Wix, covering the full employee lifecycle: hiring,
onboarding, performance management, and process design. Led cross-functional projects, including a company-wide hiring
redesign, a multichannel support rollout across 80+ verticals, and a data-driven initiative that cut a key operational error
rate from 19% to 5% in four months. Built AI-powered tools that automate HR documentation and metrics tracking.
Combines hands-on people leadership with strong analytical and stakeholder skills.

CORE COMPETENCIES
Full-Cycle Recruitment • Onboarding & Training • Employee Relations • Performance Management • Process Improvement •
Change Management • HR Data & KPI Analysis • HR Tech & AI Tools • Stakeholder Management • Internal Communications
& Documentation • Vendor & Office Operations • Talent Development / Coaching

EXPERIENCE

Customer Care Team Lead | Wix.com | Mar 2024 – Jun 2026
Global cloud-based web development platform, 200M+ users worldwide, 5,000+ employees.
• Own the full employee lifecycle for a customer care team: onboarding, 1:1s, goal-setting and development planning,
and performance conversations, building a culture of accountability and growth.
• Managed end-to-end projects across hiring, operations, and quality: set goals and KPIs, aligned cross-functional
stakeholders, and delivered measurable outcomes (e.g., decline rate reduced from 19% to 5%).
• Identified individual strengths and built tailored growth paths, including several promotions into other roles.
• Appointed internal AI Ambassador: research and pilot AI tools (Claude, Gemini, ChatGPT) for the department, then build
internal tools that automate HR documentation, feedback cycles, and performance reporting.
• Lead change management through major operational shifts (new support channels, expanding from email to chat and
voice across 80+ verticals), including readiness audits and individualized coaching for employees adapting to new ways
of working.
• Analyze KPI and operational data to identify people and process gaps, then partner with HR, group managers, and
product teams to translate findings into action.
• Deliver presentations to leadership and cross-company stakeholders; create internal guidelines and documentation
standardizing people processes.
• Planned and delivered large-scale department events, workshops, and office logistics, acting as the main point of
contact between locations.

AI Training Data Specialist (Part-time) | Defense-sector Company | Oct 2025 – Present
• Contribute structured audio data, feedback, and quality validation to train an AI-powered voice recognition system.
• Identify edge cases and annotate speech patterns to improve model accuracy for machine learning pipelines.

Hiring / Recruitment Coordinator (Internal) | Wix.com | Jul 2023 – Apr 2024
• Co-led a cross-functional taskforce that redesigned the company’s hiring process end-to-end to reduce early attrition
and improve candidate-role fit.
• Built a detailed candidate profile, structured intro-call framework, and technical assessment testing English proficiency,
technical aptitude, and soft skills.
• Owned full-cycle recruitment for the Customer Care Expert role: sourcing, screening, interviewing, and feedback
delivery, from first contact through offer.
• Personally conducted intro calls and professional interviews as part of the revamped, multi-stage process.

Customer Care Expert | Wix.com | Apr 2021 – Mar 2024
• Provided L1 & L2 technical and business support to Wix users via chat and email, consistently achieving high satisfaction
scores.

• Represented the user voice internally to product, analytics, and other departments; contributed to a Decline Rate
reduction initiative that lowered error rates from 19% to 5% over six months through root-cause analysis.

Senior Technical Support Advisor — Philips | TPVision | Webhelp | Sep 2019 – Nov 2020
• Provided L1 & L2 technical support to Philips | TPVision customers via email and phone, resolving product and account
issues.
• Mentored, coached, and onboarded new and junior team members, helping them ramp up on product knowledge and
support workflows.
• Maintained CRM records and contributed to internal guide translations, supporting knowledge-base accuracy for the
wider team.

Customer Support Representative — Norwegian Air | Webhelp Sep 2019 – Nov 2020
• Delivered L1 & L2 customer support for Norwegian Air via chat and email, handling bookings, rebookings, upgrades, and
cancellations.
• Advised customers on fare options and travel policies, balancing customer needs with company guidelines under time
pressure.

EDUCATION
B.Sc. in Linguistics — Ivan Franko National University of Lviv

SKILLS & TOOLS
HR / Recruitment: SmartRecruiters, structured interviewing, candidate assessment design
Data & Reporting: Tableau, Power BI, KPI analysis (CSAT, AHT, NPS, FCR, SLA)
Productivity & Project Mgmt: G-Suite, MS Office, Jira, Trello, Atlassian
AI / HR Tech: Claude, Gemini, ChatGPT, Base44 (internal tool-building)

LANGUAGES
Ukrainian (Native) | English (Advanced) | Bulgarian (Upper Intermediate) | French (Beginner)