Vladimir

Personal information
Volodymyr
Burchinsky

04.03.1986
Kiev, Ukraine
[открыть контакты](см. выше в блоке «контактная информация»)
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Education
Medical college of Medical Association. Graduate
specialist., Kiev.
Dentist
(2001 – 2004)

State Academy of
Statistics, Account
and Audit, Kiev.
Financier (Bachelor)
(2005– 2009)

Key Skills:

-Experience in B2C/B2B projects, e-commerce, software
development
-Start-up and launching new projects experience
-Fundraising experience
-Unit Economics
-Manage and work with remote teams up to 80 people
-Foreign economic activity experience
-Building, running, developing and managing
projects/business/processes/strategy/procedures/depart
ments/ from scratch
-Team hiring, managing, coaching and developing
-Operations management and support
-Change/Transformation/Delivery/Communication/Transi
tion/ Management
-Strategy and marketing development
-Planning/Budgeting/Analytics
-Customer relationship/success management
-KPI/SLA/OKR and metrics defining, setting and
prioritizing
-Work experience abroad (Switzerland, Czech Republic)
-Experience with multicultural communication
-Working with cross-functional/distributed teams
-Build relationships and collaboration between different
Teams/Departments/Units (HR, Marketing, Dev, QA,
Support, Designers, Legal, Finance)
-Knowledge of IT infrastructure and working with tools
like Jira, Confluence, YouTrack, Slack, Asana/Trello,
Zendesk, Pipedrive, Tableau, Metabase and others
Professional experience

November 2023 - December 2024
NDA

Chief Operating Officer

- Develop and implement operational strategies to align with business goals.
- Oversee software development, IT infrastructure, and support operations.
- Streamline workflows to ensure timely delivery of technology projects and services
- Establish SLA/KPI/OKR to monitor operational performance and service delivery
- Collaborate with the executive team to support innovation, scalability, and growth
- People/Hiring management

November 2022 - August 2023

iSpeedtolead

Operations and Customer Success Director
- Building and managing department
- Building relations with existing and new customers
- Creating and implementing customer interactions and acquisition strategy
- Increasing Company’s revenue (best customer experience, targeting, analytics, marketing, etc)
- Churn rate decreasing
- Global Company’s strategy and tactic planning and implementation
- Internal communication establishing
- SLA/KPI/OKR setting and tracking
- People/Hiring management
- Team coaching and developing
- Process automation, simplification and effectiveness
- Processes system analysis, ideas generation and implementation

February 2022 – October 2022
EasyGet

Chief Operating Officer
- Strategy and marketing development
- Running and developing global internal and external processes/units/departments
- People/Hiring management
- SLA/KPI/OKR setting and tracking
- New markets expansion
- Team coaching and developing
- Process automation, simplification and effectiveness controlling
- Budget planning
- Unit Economics
- System analysis of processes, generation of ideas and their implementation
- Constant product developing activities (searching, investigating, code upgrading, etc.)

July 2021 – January 2022
PaymentOp

Head of Operations and Technical Care
- Building/upgrading and running processes and internal products
- Communication/Transformation/Change management
- People management/Hiring management
- SLA, KPI setting and tracking
- Team training, motivation, building of personal development roadmaps
- Creating strategy and implementing new instruments/flows
- Collaboration with Dev, Sales, Risks, Legal, Designers, Finance departments
- Creating technical documentation (API, external and internal Knowledge Base)
- Developing, design and implementing of onboarding and training materials and flows

October 2020 – May 2021
Wix

Team Lead
- Mentor, advise, and lead team members in their journey to best support Wix users
- Set expectations of team performance based on feedback and transparency, while
achieving their collective and individual goals
- Lead by example, handling customer escalations with creative problem-solving
- Contribute to the growth of CC department by interviewing potential team members in
hiring process
- Influence the way Wix supports users and improve it to make sure users’ experience is
the best possible
- Participation in global and cross-company projects to improve products and optimize
users’ experience
- See the bigger picture while navigating matrix system, helping team to prioritize tasks
and projects

July 2019 – March 2020
SocialTech (Genesis)

Head of Customer Support and Operations
- People management / Hiring management
- Team coaching, developing, motivating, engaging and expansion
- Delivery/Communication/Change/Transformation Management
- Agile approach (Scrum/Kanban)
- Expectations management & ensuring delivery transparency
- Participation in meetings with Dev/BD/AM Teams
- Cooperation with Dev/QA Teams
- SLA, KPI, OKR and procedures creating and prioritizing
- Creating internal documentation
- Processes level increasing / automation
- Problem solving
- Client relationship management (B2B)
- Scheduling / Team capacity and workload planning
- Building relationships and collaborations with all involved Teams
- Bug tracking
- Philosophy and DNA Policy design
- Knowledge Base design and maintaining

June 2017 – May 2019
IT Product Company (Under NDA)

Head of Operations and Customer Support
- Developing and maintaining service strategy and philosophy
- Building department from scratch
- Client relationship management (B2C)
- Automate support processes
- Setting up Jira/Atlassian instruments to achieve better communication between
developers and support team
- Cooperation with Dev/QA Teams
- Delivery management
- Scrum approach
- Creating and maintaining communication channels with customers (email, chats)
- SLA’s, KPI’s and procedures creating assigning and prioritizing
- Design Support Philosophy and DNA policy
- Knowledge Base design and maintain fully from scratch
- Team training, organizing, motivating and expanding
- Assuring that everyone in a team feels comfortable
- Collecting information from other teams to provide support team with fresh
newsand increase knowledge
- Web apps development projects experience

January 2017 – April 2017 (Project 1st wave)
Nestle Business Services (http://www.nestle.ua/jobs/vacancy/nbs) – International Service
Branch of Nestle
Project Lead (Order-To-Cash Transition / Global Transition Team)
- Cooperating with Transition Head and Global Transition Head when preparing project
plan, resource plan, and other key deliverables
- Cooperating with Transition Head and Global Transition Head in monitoring transition
progress (quality, time, budget)
- Cooperating with Transition Head and Global Transition Head in monitoring
transition progress (quality, time, budget)
- Participating in transition reviews and Governance meetings, with project team members
and stakeholders
- Contributing to the design of E2E flow solutions (process, technology, ways of working,
best practices), by leading one or more of those elements
- Ensure service delivery is aligned with Best Practices, and solutions are
deployed consistently across the transitioned markets / processes
- Contributing to the development of the transition framework and E2E solution framework
- Contributing to post-project analysis to capture learnings and opportunities for future projects
- Contributing to transitions (process of transferring job activities from different locations to
NBS Lviv) according to transition methodology and solution framework
- Collaboration with E2E Transition Lead in all needs related to managing stakeholders for the
given transition Projects

August 2016 – November 2016 (Advisor)
Kapsula (www.kapsula.com.ua) – Fashion Online Retailer

Head of Logistics / Operations / Customer Service (Project integration)
- Building, running and coordinating logistics from scratch
- Logistics costs optimization
- Creating procedures for all internal processes of the company
- Warehouse system implementation
- Establishing cooperation of departments (Customer Service - Logistics)
- Routes monitoring, planning and optimization
- Arrangement in-time delivery to customers
- Search for carriers
- Contract management
- Managing and optimization of all logistics processes
- Creating job descriptions for logistics and customer service team
- Staff training
- Improve and provide the best customer service and logistics level

March 2015 – September 2015
UPM Raflatac (www.upmraflatac.com ) – Self-Adhesive Label Materials
Logistics / Customer Service Coordinator
- Customer Relationship Management
- Contract management
- Registration and tracking of orders in SAP and customized IT system, notification of
all interested parties on the receipt and status of an order

- Maintaining a database of customer
- Handling customer complaints, including internal coordination process
- Processing requests from clients on pricing, products, technical documentation, and
supply chain
- Technical Consultation on the recommendation of the product, organization and control
of samples and testing, technical documentation and brochures
- Sales support - including search and information analysis, support in pricing
- Coordination of transport issues between clients, factories and terminals
- Proactive activities including product promotion and case follow-up

February 2010 — January 2014
Alcon Pharmaceuticals (www.alcon.com) — Medical/Pharma

Logistics / Customer Service Specialist
- Management and handling orders from customers
- Applying orders in internal system (JD Edwards)
- Preparation and maintenance agreements with customers
- Preparation agreements with carriers
- Negotiations and personal meetings with clients and carriers
- Conduct and arrangement in-time delivery to customers
- Coordination of all internal logistics processes
- Coordination of destruction processes
- Refunds processing
- Supervision and management of in-time replenishment for customer's warehouse
- Arrangement of high-quality customer service. Finding best solutions for customers to satisfy
their needs
- Work with claims
- Cooperation with internal company’s sales and finance departments

May 2009 — August 2009 (Maternity Leave)
GlaxoSmithKline (www.gsk.com) — Medical/Pharma

Logistics Specialist
- Supply management from Transit storage to Ukrainian warehouse and bonded warehouse
- Preparation of shipping documents
- Tracking trucks and air supplies in transit
- Coordinate work with customs and preparing all necessary documentation for import of
medicine to Ukraine
- Repacking management
- Preparation of tender letters of commitment

April 2006 — March 2009
I.S.P.A - Engineering (www.ispa.ru) — Holding Company

Logistics / Purchase Specialist / Product Specialist
- Conduct of external and internal purchases and deliveries
- Searching of suppliers
- Cargo tracking
- Cooperation & interaction with carriers and customs
- Prepare documents for custom clearance
- Negotiations regarding methods of delivery. (Sea, Air, Truck)
- Analyzing, alignment and implementation of optimization measures in regards of costs and
service quality
- Implementing effective logistics solutions and conducting logistics projects
- Management and optimization of the Supply Chain
- Control and analyze Supply Chain costs
- Overpayments control
- Transport planning
- Budget planning
- 1C
- Market monitoring and analyzing
- Warehouse account
- Products reserving
- Managing and optimization of the warehouse stock
- Negotiations with manufacturers
- Lead individual meetings and negotiations with suppliers
- Skills of working as a brand-manager
- Price formation, searching of alternative brands, market prospecting, etс

Language: Russian & Ukrainian (native), English (advanced)

Soft: MS Office, 1С, SUN, JD Edwards, RafGo, SAP, MS Project, ZenDesk,

Jira/Confluence, Zeplin, Slack, Asana, Trello, YouTrack

Other: INCOTERMS

Interests
Reading, sport, human relations, writing, socializing, fashion, music