Position: Chief Operations Officer/Head of Product
Category: Other
Experience: 7 years | English: fluent

Key achievements:
— Led the development of the process automation tool. Gathered and prioritized functional and non-functional requirements for it. As a result, it helped to save ~$40k a month, by automating more than 70% of routine work.
— Managed the Operations and Development of the Product with 60k monthly active users.
— Set up a Business Intelligence function for the Support Department Including change of processes to meet the data-friendly approach, change of data structure of the department, and new goals setting approach.
— Led the development and implemented Learning and Development programs for employees. Result Employee Turnover — <1,5% yearly!
— Developed Support Department from scratch. Met and exceeded all goals and KPIs.
— Led Leadership course for junior leadership staff and those who wanted to become leaders in the future.
— Managed to decrease the monthly Client Churn Rate to ~1,5% in a B2B Outsource segment.
I have 8 years of total experience in IT, 7 of which are in Leadership positions in the SaaS Support industry (inbound/outbound calls, emails, chats, remote sessions). I was also conducting roles of Business Analyst, Product Owner/Manager, Customer Support QA Manager, Project Manager, Customer Success Manager, Data Analyst, and Leadership Trainer. 

What I was doing:
- Conducted Product Manager activities working on Value Proposition Canvas to reveal, design, and create new products for a company's portfolio. Assured their further data-driven improvements. Retention boost achieved as a result.
- Led the development (defining vision and strategy, writing use cases, user stories, creating wireframes and mockups, planing sprints, doing UAT) of the software tool for internal usage. 70% of routine work was automated as a result
- Was acting as Business Analyst to gather Salesforce requirements to improve Support Department employee experience and effectiveness. 
- Was Developing and executing the Product strategy and Service Department Strategy. 
- Managed day-to-day operations of the Department with more than ~150 professionals with remote teams of different functions (Service and Training).
- Mentored junior and middle-level managers.
- Improved Referral Metrics (CSAT 98%, NPS 55%, Customer Effort Score — 98%). 
- Led Learning and Development function for Support Department.
- Created an outsourcing unit of ~40 professionals from scratch.
- Created a Business Intelligence function from scratch.
- Managed a crisis project to bring an underperforming subdivision to the #1 out of 6 in 3 months. NPS, CSAT, CRR, and Service Quality boosted as a result.
- Was conducting Customer Success Function for B2B Outsourcing company. Managed to Decrease monthly Churn rate to 1,5%.
I want to make an impact!
And I'd be glad to apply my skills and talents on projects connected with Education, Investing, Leadership Development, Business Intelligence, or Business improvements.
I value honesty, humanity, and team cooperation. 
I like to do meaningful work and expect my colleagues to do so too.
My passion lies in helping people and solving puzzles, so I'd be glad to join your product development team and do my best for the next-level results. 
I don't want to work on gambling-like projects.