Position: Chief Executive Officer / Chief Operations Officer / Chief Customer Officer / Head of Operations / Head of Customer Support
Category: Project Manager
English level: upper
Years of experience: 11

Won a tender for Glovo project (Ukraine market) and launched 100 Call Center agents for 4 months
Successful management of Global operations for giant Clients (Facebook, Amazon, Apple, Volvo) by building huge crowd for them (from 50 to 2000 people)
Global Bilgi
Training&Development Specialist (5 years)

providing recurring training sessions to onboard new Call-Center agents for the "Lifecell" project
developing training programs and weekly/monthly tests for the whole Customer Service Department
conducting skill up training sessions for TLs
launching a cross-sale training program dedicated to the implementation of 3G

SIMPATIK GROUP
Head of Contact Center (10 months)

Launching regional Call Center (Sumy) from scratch for Ukrainian trading holding headquartered in Kiev
Looking for a suitable place for future office
Providing the hiring and training for the first 3 waves of CS agents
Administrative management of the site from the perspective of supply, legal, IT, and HR needs

Mindy Support
Operations Manager (6 months)

launching new site (Ternopil) for the biggest Data Annotation company in Europe
providing extreme growth (+ 270 annotation agents for 5 months) 
developing a young management team to grow into mature leaders

Mindy Support
Regional Project Manager (8 months, relocation to Kyiv)

managing the team of branch managers of 6 sites in Ukraine with 1500 employees in TTL
being a contact person for the clients to workforce the crowd between different projects
launching new outsource projects and coordinating the launch of new sites

Mindy Support (Mindy Teams)
Head of Operations of the Company (10 months)

evaluating the efficiency of business procedures according to organizational objectives and applying improvements
controlling, and adjusting operational budgets to promote profitability (Gross Margin Control)
managing relationships with external partners/vendors
building Customer Service branch as a new one
NDA
Head of Customer Support (~ 2 years)

ensuring all the business requirements are met (SLA/CSAT/Quality)
forecasting upcoming volumes and keeping the team's size in accordance to cover them
developing new KPI system and new motivation system for CS agents and managers