Olha Bocharova

I am an experienced Quality Assurance and Service Operations Specialist with a robust background in workflow audits and customer experience improvement. My career has been defined by a proven track record in process optimization, cross-functional collaboration, and driving performance through analytical insights. I thrive in environments where I can leverage my skills in tools like Google Ads, Zendesk, Jira, and Excel to enhance service quality and customer satisfaction.

In my current role as a Service Operations Optimization Analyst at Livion Oy, I have successfully conducted audits of customer interaction workflows, identifying inefficiencies and launching optimization initiatives that have significantly improved email response accuracy and reduced complaints by 18%. Previously, at Wipro, I led a quality improvement initiative that boosted CSAT scores from 87% to 92% through targeted communication strategies. My ability to mentor team members and develop training programs has consistently resulted in enhanced performance and reduced onboarding times.