COO
Head of Support and Customer care
Quarks Tech · Full-time (GENESIS)
Jun 2016 - Present · 7 yrs 2 mos
Kyiv, City, Ukraine

2020 -2023:

Department strategy development, short-time and long-time goals planning
Budget planning, salary management, costs optimization
Leading and motivating staff to achieve key objectives
Evaluating department performance and results
People management and career growth
Operating procedures improvement for optimal efficiency
In-between department communication and board planning of company's general strategy , key goals, budgeting

Skills: Management · Strategic Planning · People Management · Budget Management · Salary Management · Crisis Management 

2016-2020
- developed a team from 8 to 90 people to match business needs
- built a department with 3 main branches of activities: 1) full-cycle Development team 2) Support Team (1st and 2nd line Support, Quality Control, Billing Team) 3) Moderation Team (Antifraud + Photomoderation)
- covered full-cycle product management, prioritized backlog , gathered functional requirements, conducted A/B tests, leaded a development team
- integrated support automation system (chat-bot) and reached 42% of automated customers inquires
- matched customer support work & moderation to compliance demands
- implemented all current support & moderation business processes, KPI system and QA system, hiring and training system, motivation & promotion systems within department from scratch.
- implemented work instruments and services: Customer admin panel, photocheckup system, support CRM system, Quality Control System, scheduling system 
- improved Satisfaction rate to 90%, always had high-standard first reply time 
- kept refund chargeback ratio within allowed limits2020 -2023: Department strategy development, short-time and long-time goals planning Budget planning, salary management, costs optimization Leading and motivating staff to achieve key objectives Evaluating department performance and results People management and career growth Operating procedures improvement for optimal efficiency In-between department communication and board planning of company's general strategy , key goals, budgeting Skills: Management · Strategic Planning · People Management · Budget Management · Salary Management · Crisis Management 2016-2020 - developed a team from 8 to 90 people to match business needs - built a dep
Мене цікавлять позиції, які стосують управління відділом або компанією, операційний менеджмент, бюджетування, контроль та управління операційних видатків (OPEX)
побудувала один із 3 відділ компанії з нуля (70 осіб у відділі із 170)
розумію, як працює та побудована компанія, структуру витрат та прибутків
побудувала один із 3 відділ компанії з нуля (70 осіб у відділі із 170)
розумію, як працює та побудована компанія, структуру витрат та прибутків
Head of Support and Customer care
Quarks Tech · Full-time (GENESIS)
Jun 2016 - Present · 7 yrs 2 mos
Kyiv, City, Ukraine

2020 -2023:

Department strategy development, short-time and long-time goals planning
Budget planning, salary management, costs optimization
Leading and motivating staff to achieve key objectives
Evaluating department performance and results
People management and career growth
Operating procedures improvement for optimal efficiency
In-between department communication and board planning of company's general strategy , key goals, budgeting

Skills: Management · Strategic Planning · People Management · Budget Management · Salary Management · Crisis Management 

2016-2020
- developed a team from 8 to 90 people to match business needs
- built a department with 3 main branches of activities: 1) full-cycle Development team 2) Support Team (1st and 2nd line Support, Quality Control, Billing Team) 3) Moderation Team (Antifraud + Photomoderation)
- covered full-cycle product management, prioritized backlog , gathered functional requirements, conducted A/B tests, leaded a development team
- integrated support automation system (chat-bot) and reached 42% of automated customers inquires
- matched customer support work & moderation to compliance demands
- implemented all current support & moderation business processes, KPI system and QA system, hiring and training system, motivation & promotion systems within department from scratch.
- implemented work instruments and services: Customer admin panel, photocheckup system, support CRM system, Quality Control System, scheduling system 
- improved Satisfaction rate to 90%, always had high-standard first reply time 
- kept refund chargeback ratio within allowed limits2020 -2023: Department strategy development, short-time and long-time goals planning Budget planning, salary management, costs optimization Leading and motivating staff to achieve key objectives Evaluating department performance and results People management and career growth Operating procedures improvement for optimal efficiency In-between department communication and board planning of company's general strategy , key goals, budgeting Skills: Management · Strategic Planning · People Management · Budget Management · Salary Management · Crisis Management 2016-2020 - developed a team from 8 to 90 people to match business needs - built a dep
Мене цікавлять позиції, які стосують управління відділом або компанією, операційний менеджмент, бюджетування, контроль та управління операційних видатків (OPEX)