Zheliezna

Liudmyla Zheliezna
Mykolaiv, Ukraine
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Telegram: zheliezna24

About Me
A responsible, self-driven, and detail-oriented professional with a structured mindset and experience in building operational processes from scratch. Over 3 years of work at an American company in the optical industry — from order processing and client scheduling to managing a remote team and overseeing all back-office operations. Currently working as a Backoffice Manager, leading a distributed team.

Education
Admiral Makarov National University of Shipbuilding
International Economics (2018 – 2023)
Bachelor’s and Master’s degrees with honors

Work Experience
American company (Remote)
November 2021 – Present
I was the very first employee at the launch of this business. All operational processes described below were built and executed by me from the ground up — from initial setup to daily execution.
Order Processing
• Entered and processed customer orders in systems, monitored deadlines and completion status
• Communicated with labs and vendors to expedite, adjust, or troubleshoot orders
• Maintained price book and ensured quality control of finished products

Appointment Coordination
• Managed and updated doctors’ appointment schedules in system
• Ensured full daily bookings and monitored that technical staff in store contacted clients to confirm appointments
• Transferred online bookings from third-party platforms into the core scheduling system
Inventory Processing
• Conducted inventory audits remotely and through the on-site inventory staff
• Created purchase orders based on sales and current stock analysis
• Verified pricing accuracy and vendor compliance
• Tracked returns and refunds
• Procured Store Supplies
Billing & Reporting
• Processed employee payroll using QuickBooks
• Reconciled receipts and invoices, ensured accuracy in financial documentation
• Compiled reports on mistakes, order redos, lab delays, and other KPIs
Customer Service
• Responded to customer inquiries via email and SMS
• Handled support requests through ZenDesk
• Resolved client issues promptly and efficiently
Backoffice Management (Current Role)
• Leading a remote team of 6 staff members, including an inventory specialist based in a New York store
• Assigning tasks, managing timelines, and overseeing execution and process compliance
• Designing and scaling internal operations to support business growth

Skills
Tools & Systems: Google Sheets, Microsoft Word, QuickBooks, ZenDesk, CRM platforms
Key Competencies: Operational process management, remote team leadership, customer service, analytics and reporting, business communication
Languages: Russian, English (B1–B2), Ukrainian.