Анастасія

ANASTASIIA BOBRYNSKA
Business Analyst / Kyiv, Ukraine / [открыть контакты](см. выше в блоке «контактная информация»)

PROFESSIONAL PROFILE
Business analyst with 3 years of experience across business analysis, CRM administration, process automation, and
operations. Focused on optimizing Creatio CRM and telephony processes for B2B and B2C teams: gathering stakeholder
requirements, writing technical specifications, coordinating external contractors, and using data analysis to improve
processes and reporting. Comfortable working at the intersection of business, customers, and technical teams.

PROFESSIONAL EXPERIENCE
Business Analyst, Business Process Automation VODALAND | 2026
● Lead CRM optimization on Creatio (Freedom UI) across three business directions: e-commerce, distribution, and project
sales.
● Gather and document business requirements from sales, marketing, and support stakeholders; write technical
specifications for the CRM development contractor in a standardized format (context, goal, functional requirements,
constraints, acceptance criteria, open questions).
● Coordinate external contractors and vendors: CRM development partner, telephony (Ringostat), and messaging-bot
provider (Viber/Telegram).
● Analyze call and lead data from CRM and Ringostat exports; identify and correct reporting errors, including a misstated
missed-call rate caused by mixing inbound and outbound calls.
● Build recurring reports on lead handling and callback SLA from combined CRM and telephony data.
● Specify and coordinate CRM improvements: call-result dictionary, automatic call-card display on answer, contact data
auto-population, mandatory web-form fields, and automated responsible-manager assignment.
● Coordinate the Creatio mobile app pilot: define test scenarios, run testing, and prepare the implementation plan, Release
1 readiness criteria, and feedback plan.
● Diagnose and route production incidents, tracing root causes across CRM and telephony systems.
● Support delivery integrations (Nova Poshta, Ukrposhta) and an MS Forms to Power Automate to Creatio data flow;
prepare BPMN diagrams, user documentation, and daily status reports.
Key results: - Corrected inaccurate call-handling metrics used in management reporting - Reduced manual steps in lead and call
processing through specified automations - Introduced SLA tracking for call handling
Business Analyst / Customer Support Operations Specialist W8shipping | 2024-2026
● Administered and optimized Creatio CRM for multi-country B2B and B2C operations.
● Supported customer support teams by configuring telephony systems (Binotel, Ringostat).
● Provided technical and operational support via Jira Service Management and internal chat channels.
● Collected, analyzed, and documented business requirements from stakeholders.
● Designed and implemented business processes to support customer and partner operations.
● Coordinated internal projects and external partners, ensuring timely delivery.
● Created user manuals and onboarding documentation for CRM and support tools.
Key results: - High internal user satisfaction through responsive support - On-time delivery of process and system
improvements
Operations / Project Coordination Specialist OLX Ukraine, B2B Unit | 2022-2024
● Coordinated end-to-end operational and business processes for B2B teams.
● Acted as a primary point of contact between internal teams, vendors, and business partners.
● Supported planning and execution of operational initiatives and internal projects.
● Led a vendor and telephony tender process, contributing to cost optimization and service quality.
● Administered Salesforce CRM: workflow configuration, data quality control, and user support.
● Configured and maintained Talkdesk telephony; automated routine workflows using Slack.
● Created process documentation, user guides, and internal instructions.
Key results: - Improved workflow transparency and cross-team communication - Reduced operational friction through
automation and documentation

CORE SKILLS
Business & Process Analysis / Requirements Gathering / Technical Specification Writing / CRM Administration & User
Support / Data Analysis & Reporting / BPMN Process Modeling / Contractor & Vendor Coordination / Documentation &
Knowledge Base / Stakeholder Communication / Process Optimization

TOOLS & SYSTEMS
CRM & Ticketing: Creatio (Classic + Freedom UI), Salesforce, Jira
Telephony & Bots: Ringostat, Binotel, Talkdesk, Viber/Telegram bots
Automation & Analysis: MS Forms, Power Automate, Excel, bpmn.io
Collaboration: Slack, Microsoft 365

EDUCATION
Master's Degree, Micro and Nanotechnologies Kharkiv National University of Radio Electronics (KhNURE) | 2017-2023
Faculty of Biomedical Engineering
Bachelor's Degree, Economic Cybernetics (incomplete) V. N. Karazin Kharkiv National University | 2018-2022

LANGUAGES
Ukrainian - Native / English - Upper-Intermediate (B2) / French - Elementary (A1)