# Ульяна User

Ульяна User is a remote worker on Himalayas, Customer Support & Operations Team Lead at NDA, based in Mexico.

Source: https://himalayas.app/@user787

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Mexico |
| Authorized to work in | Mexico |
| Salary expectations | 49k+ USD |
| Job categories | Support Operations Lead, Operations Manager |
| Skills | Customer Support Operations, Operations Management, Business Operations, Process Improvement, Workflow Management, KPI Management, Performance Management, Operational Reporting, Root Cause Analysis, Data Analysis, Power BI, Dashboard Development, Excel, Google Sheets, SQL |

## What I'm looking for

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

## About

```text
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

### Customer Support & Operations Team Lead (current)

NDA. Dec 2021 - Present

```text
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.
```

Skills: Team-Leadership, Recruitment, Onboarding, Coaching, Performance-Development, Process-Improvement, Workflow-Management, Payroll, Motivation-Systems

### Event Operations Coordinator

SPN Communications. May 2021 - Apr 2022

```text
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.
```

Skills: Event-Coordination, Documentation, Participant-Communications, Logistics, Stakeholder-Management

## Education

### Changellenge

Professional Training Program, Business, Data & Financial Analytics. 2025 - Present

```text
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.
```

### Yandex

Yandex Direct, Digital Advertising. 2025 - 2025

```text
Foundational knowledge of digital advertising, campaign setup, targeting, and performance metrics.
```

### Open European Academy of Economics & Politics

MBA, Coaching

```text
MBA in Coaching from the Open European Academy of Economics & Politics, completed in 2025.
```

### Saint Petersburg State University of Economics

Bachelor, Tourism and Hotel Business

```text
Bachelor in Tourism and Hotel Business from Saint Petersburg State University of Economics, completed in 2016.
```

### Çanakkale Onsekiz Mart University

Semester abroad. 2015 - 2015

```text
Semester abroad at Çanakkale Onsekiz Mart University in 2015.
```

## Tech stack

- Tableau
- Jira
- Python
- Confluence
- Asana
- Google Sheets
- Microsoft Excel
- SQL
- Power BI

To contact Ульяна, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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