Position: Project Manager/Business Process Manager
Category: Business Analyst
English level: fluent
Years of experience: 5


Head of Customer Support
-Built processes and reporting for Customer Support team from scratch
-Automated hiring and onboarding processes for the Support team 
-Coordinated A/B tests in collaboration with Analytic and Product teams that helped to find out ways to increase revenue
-Development of product features with the product team: UI/UX design, content, technical requirements
-Conducted Customer Interviews which contributed to increase of Customer Satisfaction
-Coordinated developers in automatisation of product features and internal processes 

IT Project Manager 
-Managed a team of 10+ IT experts including developers, QA and UI/UX designer
-Prepared Excel spreadsheets, reports, and PowerPoint decks for meetings between internal team and the client team 
-Launched the project 3 months ahead of schedule 
-Used conflict resolution skills to resolve disputes between employees and stakeholders within minutes of being made aware of the issue
-Mapped Customer journey map and constantly added it depending on new product features implementation 

Interim Operations Lead
-Development of automated reporting on project for all verticals from scratch
-Managing cross-functional departments from 30+ people (Training, Quality, Operations)
-Conducting onboarding sessions for newcomers in order to help understand company's strategy, global aim and main duties
-Control of agents/department main KPls (Quality Score, AHT, FRT, FCR, Productivity, CSAT, CPO, Contact Rate, SLA)
-Participated in weekly meetings with HQ and Local teams in order to analyse daily and weekly operation metrics and discuss their improvement via projects planning and development;
-Launched 5 new projects based on Global and Local company needs to increase staff productivity by 20% , improve cost efficiency and customer experience by 10%

Head of Quality Department
-Managed team from 3 inhouse QAs and 6 vendors QAs across 6 countries in each location
-Gather requirements from stakeholders, review and structure information into business processes
-Improved the business processes modelling that helped to re-map more than 250 process in one year
-Launched 7 projects and created roadmaps, to prioritize project implementation stages and keep each step on track
-Conducted performance reviews/CDP for employees that helped to identify team‘s growth zones and manage them in time
Manage salary and bonus calculation for all team members