Position: Operations Lead, COO
Category: Other
English level: fluent
Years of experience: 11

- Development of sales flows (inbound, outbound lead management). "Closed Won" revenue increased in 20%.
- Improved quality metrics in Tech. Support Dpt., such as average response time decreased from 40 to 2 minutes.
- Implementation of ticketing system from the scratch for Tech. Support (Zendesk).
- Achieved a reduction of applications processing by 1.5-2 times in Account Dpt.
- Implementation of tracking system and knowledge-base for Account Dpt. (JIRA, Confluence).
- Building of not-licensed brokerage company from the scratch in short deadline (3 months for incorporation, website launch, business processes implementation, opening bank accounts and accounts in alternative payment systems).
- Anti-crisis management of brokerage company during revolution time in 2014 helped to achieve 110% planned target and prevent company from closing. (Ukraine).
- Implementation of successful customers' loyalty program for brokerage company, what allowed to keep 80% of VIP customers.
Overall professional experience is over 13 years. I have worked for international financial and IT companies, and I have a strong understanding of different businesses as a whole. I was involved in various processes (account and client management, operations, compliance, project management, finance management, business development, etc.). My experience will be useful for companies that want to build a successful business and have strong internal workflows.

For me, it is important not only to "grow the company", but also people. I support optimizations, clear workflows, teamwork and good internal corporate atmosphere.

More details regarding professional experience:
1) 9 years experience in Forex business: managed customer service, operations, business development, developed start-up projects from scratch (licensed and not-licensed brokerage companies).
2) 2 years in the payment industry: collaborated with principal EU/US/Asia acquires, managed fully account management and compliance departments. 
3) 2 years in different IT companies: mainly I help the companies to build successful back-office and develop business processes.