Position: Head of Operations, Operations Manager, Head of Customer Support, Project Manager
Category: Other
English level: fluent
Years of experience: 6

- Transformed a small Support team into an Operations Department that embodied Customer Support and Success, Content Moderation and Content Creation teams.
- Created an efficient domain and SSL certificate management system and reduced expenses by 20%. 
- Increased the payment success rate in the app by 5-7% depending on GEO.  
- Reduced inefficient staffing costs by 26% by introducing workload-based staffing.
- Implemented Quality Control systems in all teams which led to an increase in policy abidance from 65% to 90% within two months.
- Streamlined the recruiting process and reduced time-to-hire from 20 to 14 days, thus gaining more access to top-talented candidates who leave the market quickly.
- Built a well-thought-out Operations Department which consists of Customer Support, Customer Success, Moderation, Content Creation and Localization teams; 
- Managed company-wide processes, created and optimized workflows across all departments;
- Managed and optimized corporate expenses and the subscription management tool.
- Developed KPIs, SLAs;
- Developed employee onboarding programs;
- Developed and implemented Quality Control systems;
- Created full-cycle recruiting procedures;
- Managed complex projects that require an architectural type of thinking, such as launching a new product or creating an advanced Jira space for a particular department;
- Experience in EdTech, Dating, and Gambling.
- BPMN certified;