Looking for a job

Єгор Федченко

@0005984

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I improve support operations through KPI design, workflow automation, and clear cross-functional coordination.

Ukraine

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What I'm looking for

I'm looking for an Operations Specialist role where I can grow, take ownership, improve processes, and contribute to measurable operational improvements.

At Uniwell, I managed customer support and chat operations, improving processes, setting KPIs, balancing workloads, and introducing automation across multiple Intercom and Zendesk workspaces.

I’ve also led chat engagement teams and handled complex customer cases at Qwerty Software. I enjoy bringing structure to complex tasks, solving operational issues, and linking team activity to measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Operations Manager

Uniwell

Jan 2024 - Jan 2026 (2 years)

Managed customer support and chat operations, improved processes, set KPIs, balanced workloads, and introduced automation. Worked with Intercom and Zendesk and cooperated with cross-functional teams to solve operational issues.

Intercom Zendesk KPI development Process Automation Workflow Design Operations Management

Chat Engagement Team and Shift Lead

Uniwell

Jan 2024 - Jan 2025 (1 year)

Led a chat engagement team, monitored performance, workload, and KPIs, supported agents with complex cases, and improved team processes. Coordinated shifts and ensured consistent service quality.

Team Leadership KPIs Process Improvement Shift Coordination Customer Support

Customer Support/Experience Manager

Qwerty Software

Jan 2023 - Jan 2024 (1 year)

Managed complex customer cases, escalations, and conflicts. Handled compensation and service recovery cases and worked to improve customer satisfaction and service quality.

Customer Support Escalation Management Conflict Resolution Service Recovery Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Zaporizhzhia National University

Bachelor of Philology, Philology

2022 - 2026

Bachelor of Philology with a major in Germanic languages and literatures.

Projector Institute

Senior Accountant, Operations Management

2025 - 2025

Completed an Operations Management course covering financial aspects of operations, business performance, KPI development, process optimization, and data-driven decision-making. Developed a KPI for a marketing team as a practical use-case.