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Daria Voloshenko

@dariavoloshenko

Product Operations Manager at Yandex who automated support and review management for Alice and smart devices, reducing support costs by up to 37%.

Russian Federation

Message

At Yandex, I led customer support operations for AI Assistant Alice and smart devices across Russia, MENA, Turkey and Uzbekistan. I built app-store reputation management from scratch, including review analytics and automated routing that saved up to 37% in support costs on average.

At Skyeng, I launched premium customer support in Spain and Italy and rolled out automated communications across the customer journey. Retention grew from 55% to 75% in a year, while monthly operating costs fell by 25% through automation.

Experience

Work history, roles, and key accomplishments

Product Operations Manager

Yandex

Mar 2025 - Jun 2026 (1 year 3 months)

Led customer support operations for AI assistant and smart devices across multiple markets, managing a distributed team of 16 product/project managers and 3 team leads. Built and automated support processes, including chatbot flows and app-store reputation management, saving up to 37% in support costs.

Customer Support Operations Team Management Process Automation Chatbot Design App Store Reputation Management Google Play Telegram Bots Brand Analytics Budget Management Cross Functional Collaboration

Chief Operating Officer (COO)

Moneycat Financing Inc.

Oct 2024 - Mar 2025 (5 months)

Owned P&L for the business unit, built a cascading payment-provider system for loan disbursements, and negotiated better rates with banks. Managed cross-functional teams of 100+ and implemented reporting, SOPs, and SLA/CSAT/NPS metrics, achieving retention +1pp, disbursement rate +8pp, complaints -40%, and operating costs -30%.

P&L management Payment Systems Risk Management Team Management Process Improvement SLA CSAT NPS Retention Strategy Regulatory Compliance

Head of Premium Product Customer Service

Skyeng

Dec 2021 - Oct 2024 (2 years 10 months)

Led 4 customer service teams with 100+ specialists, launched support for Spain and Italy markets, and rolled out automated communications and upsell flows. Achieved retention growth from 55% to 75%, CSAT improvement from 4.89 to 4.97, NPS +16pp, and opex -25% per month.

Customer service management Team Leadership Market Expansion Process Automation Upselling A B Testing Customer Interviews Retention Strategy CSAT NPS

Head of Wealth Client Support

Tinkoff

May 2021 - Dec 2021 (7 months)

Built and scaled a customer service team from scratch, including hiring, onboarding, and training. Designed competency profiles and a 360-degree performance review system.

Team Building Hiring Onboarding Training Performance Management 360 Degree Feedback Competency Modeling

Territorial Manager, Premium Banking

Otkritie Financial Corporation

Jul 2018 - Mar 2021 (2 years 8 months)

Led a regional team of relationship managers across the Northwest Federal District. Rolled out a new premium-service model and built a leadership pipeline, with a third of direct reports promoted into leadership roles.

Team Leadership Regional Management Premium Banking Leadership Development Service Model Design

Branch Manager, Privilege Premium Banking

VTB Bank (PJSC)

Oct 2011 - Jun 2018 (6 years 8 months)

Rose from customer service specialist to branch manager of a premium-banking division. Ensured operational efficiency, regulatory compliance, and high service standards, and led hiring and training for relationship managers.

Branch Management Premium Banking Operational Efficiency Regulatory Compliance Hiring Training Customer Service