Роман Опатько
@0006006
I improve merchant operations, self-service, and vendor performance across European markets.
PolandWhat I'm looking for
At Euronet Worldwide, I own and coordinate merchant support processes across multiple European markets, improving service delivery, vendor performance, and operational outcomes.
I led the end-to-end design and rollout of a Merchant Self-Service Portal, from customer journey and access logic through vendor coordination, testing, documentation, and adoption. The portal reduced customer contact volume by 19% and enabled around 19% of merchant issues to be resolved without agent interaction.
I also redesigned IVR flows that resolved 12% of inbound queries without an agent, generating approximately €900 in monthly savings. My work spans SLA/KPI governance, quality audits, operational reporting, workflow redesign, and stakeholder communication.
Previously, I supervised a 20–25 person customer service team at Arteria S.A., supporting Euronet Worldwide operations. I'm available for remote part-time, freelance, or project-based work in operations, PMO, project coordination, process improvement, and business support.
Experience
Work history, roles, and key accomplishments
Own and coordinate merchant support processes across multiple European markets, leading operational improvement initiatives and managing outsourced helpdesk operations. Achieved a 19% reduction in customer contact volume and improved AHT from 6:30 to 6:00.
Own and coordinate merchant support processes across multiple European markets, leading operational improvement initiatives and managing outsourced helpdesk operations. Achieved a 19% reduction in customer contact volume and improved AHT from 6:30 to 6:00.
Customer Service Supervisor
Arteria S.A.
Jun 2023 - May 2024 (11 months)
Supervised daily operations of a 20-25 person customer service team across two business lines, coordinating workload, escalations, and performance against SLA/KPI targets. Conducted quality assurance reviews and supported onboarding and training.
Customer Service Agent
Arteria S.A.
Apr 2022 - Jun 2023 (1 year 2 months)
Handled customer inquiries in a multilingual environment (English/Polish) and resolved customer issues while supporting high-volume operational processes.
Education
Degrees, certifications, and relevant coursework
Роман hasn't added their education
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PolandAuthorized to work in
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