Ірина

Profile
Strategic and multilingual professional with over 7 years of experience in SaaS
operations, team leadership, and global onboarding. Currently serving as a Global
Iryna Matsopa Onboarding and Operations Manager at NextPax, I specialize in optimizing
onboarding processes, enhancing cross-functional collaboration, and building
efficient support systems. Known for my proactive leadership style, I have successfully
O N B O A R D I N G A N D O P E R AT I O N S
managed diverse teams across EMEA and APAC, driven operational improvements,
MANAGER
and contributed to churn reduction initiatives. I bring a strong ability to align people
and processes with company goals, while leveraging tools such as HubSpot, Zendesk,
Details Salesforce, and Tableau to deliver scalable results.

Pavla Kaspruka 1
Chernivtsi Employment History
Ukraine
Global Onboarding and Operations Manager, NextPax, Amsterdam
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APRIL 2024 — PRESENT
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Leading a global team to deliver seamless onboarding experiences, operational
excellence, and clear support documentation. Spearheaded the migration to
Skills HubSpot HelpDesk, including a full data audit and process revamp. Recruited and
onboarded high-performing talent, improved internal workflows, and strengthened
Adaptability
cross-departmental collaboration. Actively contributed to strategic decisions,
managed performance transitions, and drove continuous improvement across
Project Management Skills
systems and operations.

Excellent Communication Skills
Onboarding Manager, Cloudbeds, San Diego
NOVEMBER 2016 — MARCH 2024
Problem Solving Skills
Led a high-performing team of 25 across EMEA and APAC, driving customer retention,
process optimization, and cross-functional collaboration. Recruited and coached
Multitasking Skills
team members, supported performance development, and contributed to churn
control initiatives. Proactively managed operations and team growth with minimal
Excellent Customer Service Skills
supervision.
Tools: Zendesk, Salesforce, Tableau, Atlassian, Lattice, BambooHR, JazzHR, Chilipiper,
Effective Team Leader
Crowdin, Slack, Maestro QA.

Communication & Collaboration
English & Spanish Teacher, Chernivtsi National University, Chernivtsi
S E P T E M B E R 2 0 1 4 — O C TO B E R 2 0 1 7

Delivered engaging language instruction in English and Spanish. Designed curriculum,
Languages facilitated interactive learning, and supported students in developing communication
Engling
skills in a dynamic academic environment.

Spanish
High-End Jewelry Consultant, Anil Arjandas Jewelery, Marbella
JUNE 2014 — SEPTEMBER 2016

Ukrainian Specialized in luxury jewelry sales for a global clientele in Puerto Banús. Handled
online inquiries, managed inventory and repairs, and ensured an exceptional customer
experience through deep product knowledge and service excellence.

Hobbies Real Estate Agent & Executive Assistant, Eurovilla Banus Group, Marbella
Photograpy APRIL 2013 — JUNE 2014

Crossfit Supported real estate operations, client follow-ups, and licensing processes. Assisted
Travel with showings, prepared property offers, and served as a personal assistant to
executives and VIP clients. Helped manage deals and documentation with banks and
tax authorities.
Education
Teacher of Spanish for Non-native Speakers, Instituto de Cervantes,
Marbella
JUNE 2012 — AUGUST 2013

Master of Arts, Chernivtsi National University, Chernivtsi
S E P T E M B E R 2 0 0 7 — M AY 2 0 1 2

Graduated with Honors

References
Ettore Zotarelli from Mews
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Annie Holcombe from NextPax
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