Position: Project/Product Management;Business Analysis.
Category: Project Manager
Experience: 5 years | English: intermediate

Contact centers:
1. I automated everything I could. Reached the goal of "1 pack of paper for 2 years")
The constant upgrade of all technological solutions over 12 years has gone from "writing with pens on paper" to voice robots.
Contacted the main suppliers of ready solutions for CRM systems, chatbots, sip telephony, telephone equipment, cloud solutions, and voice robots.
Experience in writing own CRM systems, IP telephony, and contact center work control systems. Wrote an internal Knowledge Base for self-study of operators, which does not require a "table of tables" to use.
2. Quality. Quality. Quality -Endless detection of "bottlenecks" and their radical elimination
3. Responsibility for the final financial indicator, and growth metrics.

IT - 6 last year, I worked with a big Tech product. We have created a Ukraine MarketPlace for taxi drivers, curers, and aggregator orders (a similar model to Uber)  a passenger app for Android, an IOS client app, a driver app for Android and manage several parts. I participated in the project in the position of Product Management in the Owner team. 
Was a present from the moment of the idea - technical task - team search - release - release of the product to the domestic market - features/bugs - marketing/growth metrics - search for investors to enter the international market - February 24.

CDTO -digitization of all (almost all) existing processes - work with metrics, analytics, and visualization.
The main KPIs of the process: 
- Increasing productivity and experience of each team member
- The percentage of business processes that are automated, supported by artificial intelligence, and transferred to cloud solutions (easy to deploy and use)
- Conversions by customers and profit
Hello!
My name is Olya, I am 33 years old, 10 of which I have been working in the:
- contact/support centers - creation and management of them
- IT - development of the mobile application, service, CRM (most big of them -Ukrainian Marketplace HUB (a similar Uber model).
- CDTO - chief digital transformation officer
 field of creating and managing Contact/Support centers and 5 years in Tech (development of the Ukrainian Marketplace HUB (a similar Uber model).

Hard Skills:
Stages — from Discovery to Delivery and Support
Models — FixPrice, Time Materials
 — Scrum, Kanban
Tools
 — Jira, Trello, YouTrack for management;
 — Google — sheets, DOC, ADS, Classroom, Sites, Maps + base;
 — Confluence — documenting use case, user stories, test case, backlog;
 — Vision, diagrams, dashboards;
 — Time/Budget management;
 — CRM — digitization of all processes (a bunch of all possible CRMs, depending on the process)
Now I am actively studying — SQL, and Python.

Soft Skills:

Meeting

Client (owner, investor):
— result when for how much, and of what quality;
— changing requirements in the middle of the sprint, changing the concept in
the middle of the project;
— finding the value of a feature, determining the criticality of bug removal, and so on;

Team:
— making a picture of the overall final result;
— what did you do/what got in the way/what are you doing now/what tomorrow;
— complex features/reconfigurations/topicality;

The end user of the product -feedback from which qualitative conclusions can be drawn
Definitely not a sale.