Людмила

Liudmyla Boliukh
GLOBAL OPERATIONS & TECHNICAL MANAGER | AI | PROCESS OPTIMIZATION
CX & SERVICE DELIVERY
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Krakow, Poland | Open to EU Remote
English C1 | Ukrainian Native | Russian Native

SUMMARY

Operations leader who owns technical and service-delivery operations across three international offices (Poland,
India, Philippines). I take fragmented, manual processes and turn them into standardized, automated systems that
hold up across borders and time zones - and I lead the teams through the change, not just the documentation.
Currently driving the automation and AI agenda at a multi-country detailing firm: standardizing quality control,
deploying workflow tooling, and rolling out an AI knowledge assistant company-wide.
Four years leading cross-functional teams, the last three in procurement and compliance operations, with a
consistent pattern of being trusted to fix what isn't working and make it scale.

CORE STRENGTHS

Operations & People:
End-to-end process ownership • Quality-control systems design • SOP & documentation standards • SLA / KPI
governance • Multi-site coordination (EU / US / India / Philippines)

Automation & AI:
AI & workflow automation rollouts • Microsoft 365 Copilot • RAG knowledge-assistant deployment • Process
digitalization • System migrations • UAT

Leadership:
Leading teams of 12+ • Onboarding & capability building • Stakeholder & escalation management • Change
management • Cross-cultural team leadership

Tools:
CRM: Zendesk, Intercom, HubSpot • Project tools: Jira, Notion, Trello • Procurement: SAP, Ariba • Google
Workspace, MS 365 Office)

WORK EXPERIENCE

Global Technical Operations Manager | Sept 2025 – Present | Krakow, multi-country
Anatomic Iron, Poland (Steel Detailing)

Own technical operations and quality control across three international offices, accountable for service delivery
from production through to client handoff.
Brought structure to a company outgrowing its early-stage setup - moving operations away from individual, ad-
hoc working toward standardized, BPO-style processes built to hold as the business scales.
Separated and structured the system-based and manual quality-control workflows so standards are applied
consistently across all locations.
Implemented Trello as the central system for tracking work in progress and task ownership, giving visibility
across teams that previously didn't exist.
Standardized security and access processes as part of maturing the company's operating model.
Lead process standardization and automation rollout, aligning multiple offices onto one way of working.

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Operations Team Leader | Jul 2022 – Sept 2025
Genpact (Procurement & Compliance) Poland

Led a team of 10+ specialists - accountable for daily operations, SLA performance, and escalations from
business-unit stakeholders.
Designed and implemented a supplier POA tracking system that reduced escalations and gave stakeholders
direct visibility into status.
Owned the knowledge transfer to the India team that enabled the procurement function to scale globally.
Led the operational side of the Citrix-to-Azure migration - ran UAT, prepared the team, and maintained service
continuity through cutover.
Improved turnaround time by redesigning the core workflow and keeping process documentation as the single
source of truth.
Built the onboarding and training that brought every new hire up to standard on policy and tooling.

Senior Process Associate | Apr 2022 – Jul 2022
Genpact (Procurement & Compliance) Poland
Standardized PR/PO review steps.
Improved documentation quality.
Promoted to Team Leader within three months on the strength of process and performance contributions.

Senior Process Executive | Aug 2021 – Apr 2022
Cognizant Poland
Held high accuracy and quality scores reviewing content against policy in a high-volume, SLA-driven
environment.

Customer Support Specialist | Sep 2020 – Aug 2021
SupportYourApp (SaaS)
Built the FAQ, macros, and template library that standardized customer communication and cut resolution time.
Tested the product and reported bugs directly to engineering, reducing recurring issues at the source.

EDUCATION
Bachelor's Degree in Hotel and Restaurant Business, Tourism Sep 2016 - Jun 2021
Ivan Franko National University • Lviv, Ukraine

Hospitality Sep 2013 - Jun 2016
Lviv Higher Profession School of the Trade and Service Sphere • Lviv, Ukraine

CERTIFICATIONS
Agile Project Management – Google
Project Execution: Running the Project – Google
Zendesk Customer Service Professional Certificate
Front Line Manager – License to Manage (Genpact EMEA)

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