Amazon: - Product research;- Negotiating with suppliers;- Listing creation, product launch, account management.Online shop with swimming accessories (untill June 2018):- Negotiated with suppliers about best prices and shipping/payment terms- Brought new brands to national market (“Sporti”, “Malmsten”, was among first sellers to present “Head” to Ukrainian swimmers);- Handled team orders (e.g. equipped National Paralympic Swimming Team for European Championship);- Forecasted demand and kept the stock on a required level;- Ran groups on social media;- Built processes from scratch: customer service, ordering and dispatching process, discounts, etc.Managed the second largest online-shop for swimmers in Ukraine and sold a large variety of sports equipment for professional swimmers and beginners.

- Business strategy and business model development;- Built a working process for developers, remote designers, marketing specialists and other team members;- Hired developers and with their help created service from scratch;- Hired, trained and mentored support agents remotely in Philippines;- Segmented customers, developed and launched email campaigns;- Added new bundles (extras), successfully integrated them to the service and increased ARPU by 40%;- Managing remote Google and Bing Ads specialist;- Reporting to other stakeholders.

- Developing a new product: software for school bus and students’ management, routing, reporting. Researched the market and learned competitors' offers, interviewed potential users; created list of features, the way they interact and influence each other; - Created a remote team for SEO, Google/Bing Ads promotion, Facebook posting;- Generated leads from LinkedIn and Quora Ads; - Organized the process of generating and qualifying leads from open sources like Yellow pages, Yelp, etc.;- From scratch created CRM for Sales Team, implemented new features;- Updated website design, worked with remote SEO specialist for Homecare project, created and kept updated Facebook page.

- Opened the office in Ukraine for the US project;- Hired, trained and mentored support agents;- Set KPI for the team;- Was checking agents’ performance and providing feedback with recommendations;- Improved customer service techniques (customer satisfaction increased from 62% to 78%);- Handled customers’ complaints and refund escalations, set up business process for refund processing (refund rate dropped by 5%);- Implemented better technical solutions (including chat integration to the website, changing VoIP service provider);- Was reporting key indicators to top management.

Was developing and improving the product; competitive analysis; searched for beta testers, potential customers and investors, collected LOI; networking; pitching. Participated in the New York accelerator.

- Strategic planning, constantly improving Supervisors’ team, mentoring;- Established friendly atmosphere in the team;- Mentored Supervisors from another office, aligned level of knowledge.- Standardized Supervisors’ techniques, unified knowledge and developed positive Supervisors’ image; - Hired 5 new Supervisors and successfully integrated them into the team;- Scheduled and ensured that all shifts were covered by Supervisors (24/7 operation);- Set KPI for Supervisors on monthly basis;- Provided feedback based on individual performance, shift performance and feedback from support agents;- Developed competency model for hiring process; held interviews and hired new Supervisors;- Resolved disputes via PayPal (success rate over 94%);- In cooperation with other Departments, improved Fraud detecting techniques and motivation system for support agents;- Improved task division for support agents.

- Was distributing the workload during the shift;- Was mentoring and monitoring client managers;- Was resolving conflicts with unsatisfied customers;- Was reporting key metrics and suggested improvements to the CEO.

- Was handling and resolving customers’ complaints;- Was identifying and escalating priority issues;- Was persuading potential customers to purchase a service.Obtained and improved such skills as working under pressure, multi-tasking, timing, setting priorities, communication skills. Awards: “Best Client Manager of November” – received during probation period, “Best Client Manager of April”.

Was swimming for the Ukrainian National Swim Team. Goals accomplished: 2010 Bronze medalist at World Championships 2011 Silver & bronze medalist at European Championships 2012 3-times finalist at 2012 Summer Paralympics (London), best place - 4th 2013 World championships finalist Multiple Ukrainian champion, broke national record