My profile
Highly motivated, people-first, data-driven People Manager with over 9 years experience of managing high-performing teams responsible for delivering excellent customer service and supporting sales performance. With strong SLA/KPI ownership, process design, and tooling, as well as language skills and psychological background I ensure operational excellence and maintaining of the high-quality standards, and support the full cycle of the professional development of team members, from hiring and onboarding to mentoring and guiding, while fostering a positive and productive work environment.
Experience
Customer Support Team Lead
Discord | 01/2024 – 02/2026 | San Francisco, USA
Milestones:
- Led a high-performing team of 15-20 agents within a BPO environment, with CSAT over 90% which was higher than average for the project by 5-10%, EPH higher by 4-6 pts and AHT reduced by 10-15%.
- Onboarded agents in customer service, sales techniques, communication, and problem-solving, ensuring adherence to the quality standards.
- Coordinated launch management for the new project, aligning Support and cutting launch-day escalations by 40%.
- Conducted regular coaching sessions and performance reviews, providing actionable feedback that fostered accountability, skill growth, and continuous improvement of the team.
- Reviewed and analyzed Key Performance Indicators (KPIs) including CSAT/DSAT, FCR, AHT, CR, Adherence with wide range of BI Tools consistently meeting or exceeding performance goals.
- Organized and facilitated team meetings and training sessions to align goals, share best practices, and maintain smooth team operations.
- Collaborated with senior management to identify process improvements and implemented initiatives boosting efficiency, and service quality.
Localization and Content Team Manager
Setanta Sports | 11/2022 – 12/2025 | Tbilisi, Georgia
Milestones:
- Owned end-to-end localization operations for 3 locales with a 15–20 person team; improved on-time delivery (OTD) by 20% through workflow standardization and capacity planning.
- Developed the feedback loops for localization improvement processes.
- Evaluated and implemented localization process automation that increased OTD and TM leverage by 20-25%, reducing LQA issues by 10%.
- Cross-managed content team performance to meet SLAs improving on-time delivery while controlling costs by 10%.
Operations and Customer Service Manager
Global Voyager Assistance | 05/2017 – 11/2022 | Varna, Bulgaria
Milestones:
- Led a 10–15 agent travel and insurance support team; redesigned scripts and routing to improve CSAT by 20-25 pts and reduce AHT by 15%, maintaining SLA KPIs through script and workflow redesign.
- Developed the standards for the projects, utilizing an extensive knowledge of travel industry trends and making sure all the projects meet the established deadlines.
- Partnered with external developers to make a feature improvements (e.g., insurance status updates, destination categorization) improving first-contact resolution by 30-35%.
- Drove product operations by turning top contact drivers into requirements, reducing repeating contacts by 25%.
Creative Team Lead
Playlando | 01/2017 – 01/2020 | Dublin, Ireland
Milestones:
Led the Creative Team of 10-15 people developing immersive narratives for video game projects, utilizing a combination of strong storytelling skills and extensive knowledge of gaming industry trends and making sure all the projects meet the established deadlines.
Collaborated with game designers and developers to craft compelling characters, dialogue, and questlines that enhanced the overall customer experience.
Participated in brainstorming sessions by offering valuable insights and suggestions, resulting in the refinement and improvement of game scripts, ultimately leading to captivating plot twists and character arcs.
Edited and revised the game scripts and assisted with localization ensuring clarity, coherence, and consistency of tone, while also adhering to project’s creative vision.
Editor in Chief
Sportfact Ltd. | 09/2006 – 11/2016 | Odessa, Ukraine
Milestones:
- Interviewed and hired talents building the creative Team for the sports media.
- Worked with different sources of information, analyzing a wide scope of data and preparing the content and creative strategy for the Team.
- Worked as the project manager/lead editor for a large online media.
- Assigned and editing breaking news stories and performed press checks.
- Created graphic arts and promoted media through direct marketing and various social platforms.
- Planned budget on monthly and yearly basis, reducing the costs of production by 10% and improving the sales by 5%.
SKILLS
- 9+ years experience in people management
- Proven track record of hiring, coaching, mentoring and leading teams
- Empathy and a process-oriented mindset
- Great organizational and time-management skills
- Strong understanding of customer communication strategies
- Adherence to continuous improvement
- Excellent interpersonal communication
- CRM software proficiency: Zendesk, Freshdesk, Salesforce
- PowerBI, Assembled, Verint, Jira, Confluence
- SAP, Verint, Assembled, Tymeshift
- Microsoft Office 365
- MS Teams, Discord, Slack
Languages
English | C2
Russian | Native
Ukrainian | Native
French | C1
Spanish | B1
Romanian | B1
Education
Business Management and Public Administration | Bachelor’s Degree | 2009
European Business School | Barcelona, Spain
English Language and Literature | Bachelors’s Degree | 2004
National Foreign Languages Academy | Kyiv, Ukraine
Psychology and Psychiatry | Master’s Degree | 2007
Odessa National Medical University | Odessa, Ukraine
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