Victoria

VICTORIA HLUZDAN
Location: Lviv, Ukraine
Operations & Data Operations Specialist | Customer Operations Specialist

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PROFESSIONAL SUMMARY
Operations professional with over two years of experience coordinating customer requests,
managing order fulfillment processes, and resolving operational issues in an international e-
commerce environment. Experienced in working with cross-functional teams, investigating
shipping and delivery issues, maintaining accurate operational records, and supporting daily
business operations in a fast-paced environment.

Recognized for strong organizational skills, clear communication, attention to detail, and the
ability to quickly learn new systems while managing multiple priorities.

CORE SKILLS
Operations Coordination | Customer Operations | Order Management & Fulfillment | Shipping
Investigation & Resolution | Cross-functional Collaboration | CRM & Record Management |
Process Improvement | Business Communication | Problem Solving | Operational Reporting |
Attention to Detail | Microsoft Excel & Google Sheets | Time Management

TECHNICAL SKILLS
Business Systems: Shopify, Tidio
Microsoft Office: Excel (reporting, data organization, basic formulas), Word, Outlook, Teams
Google Workspace: Google Sheets, Google Docs

PROFESSIONAL EXPERIENCE

Customer Experience Team Lead
RAVEN Moto | Toronto, ON, Canada
Mar 2024 – May 2026

Supported daily business operations by coordinating customer requests, managing order
fulfillment processes, and working closely with internal teams and shipping partners to ensure
smooth order delivery.

• Coordinated customer orders from placement through fulfillment, ensuring accurate
processing and timely resolution of operational issues.
• Worked closely with warehouse, fulfillment, and shipping partners to investigate delivery
delays, lost shipments, customs inquiries, and carrier claims.
• Managed refunds, exchanges, warranty claims, and operational exceptions while ensuring
compliance with company procedures.
 • Maintained accurate operational records and transaction history across multiple business
systems.
• Prioritized workloads and reviewed operational cases to maintain service quality during
high-volume periods.
• Prepared weekly and monthly KPI reports and operational summaries using Excel and
Google Sheets.
• Identified recurring operational issues through data analysis and contributed
recommendations that improved internal workflows.
• Trained and onboarded two Customer Experience Specialists on company systems,
operational procedures, and quality standards.
• Collaborated directly with leadership to resolve operational challenges and improve
internal communication between departments.

Customer Support & Operations Specialist
Sushi Papa | Kharkiv, Ukraine
Jan 2022 – Aug 2024

Supported daily operations by processing customer orders and coordinating communication
between customer support, kitchen operations, and delivery teams.

• Processed customer orders while ensuring information accuracy.
• Coordinated communication between multiple operational teams to support timely order
fulfillment.
• Maintained operational records and updated customer information.
• Verified order information before processing.
• Assisted in resolving order discrepancies through information review and coordination.
• Collected customer feedback and supported service improvement initiatives.

EDUCATION
Bachelor of Management & Administration

National Technical University “Kharkiv Polytechnic Institute”
2017 – 2021

LANGUAGES
• Ukrainian — Native
• English — Upper-Intermediate
• Polish — Intermediate