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Ульяна User

@user787

Customer Support & Operations Lead at NDA who introduced a payment scheme that increased sales by 20% and reduced team turnover to 0%.

Mexico

Message

What I'm looking for

I'm motivated to build scalable support operations and improve customer experience in an international, technology-driven environment.

At NDA, I lead customer support and sales operations for a company specializing in sales support and customer acquisition in the U.S. market. I introduced a new client payment scheme that increased sales by 20% and reduced internal conflicts.

I also streamlined workflows and shift handovers, helping operators start their shifts 75% faster and reducing the risk of missed sales opportunities. I developed a team motivation system that achieved 0% staff turnover.

Before NDA, I contributed to event operations for Baltic Weekend at SPN Communications, coordinating participant communications and on-site logistics. I hold an MBA in Coaching and completed training in business, data and financial analytics.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Operations Team Lead

Current

NDA

Dec 2021 - Present (4 years 11 months)

Led a team of 12 operators, overseeing recruitment, onboarding, coaching, and performance development. Introduced a new client payment scheme that increased sales by 20% and streamlined workflows to enable faster shift handovers.

Team Leadership Recruitment Onboarding Coaching Performance Development Process Improvement Workflow Management Payroll Motivation Systems

Event Operations Coordinator

SPN Communications

May 2021 - Apr 2022 (11 months)

Contributed to the execution of Baltic Weekend, a major international communications forum, and secured participation agreements with senior executives from leading companies. Maintained accurate event documentation and coordinated participant communications and on-site logistics.

Event Coordination Documentation Participant Communications Logistics Stakeholder Management

Education

Degrees, certifications, and relevant coursework

Changellenge

Professional Training Program, Business, Data & Financial Analytics

2025 -

Professional Training Program in business problem-solving, data and financial analysis, hypothesis testing, market research, and data driven decision-making. Practical experience with Excel, SQL, Python, and Tableau.