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Yana Gudushkina

@yanagudushkina

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Experienced Operations Manager specializing in process optimization and team leadership.

Portugal

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What I'm looking for

I am seeking a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am an Operations Manager with over 5 years of experience in optimizing customer support operations and implementing scalable process improvements. My expertise lies in driving cross-functional collaboration and enhancing key performance indicators (KPIs) to reduce operational costs and streamline workflows. I pride myself on my ability to make data-driven decisions and manage projects effectively, ensuring alignment between business goals and operational execution.

In my current role as a Senior Operations Team Leader at Teleperformance, I have successfully led a team of over 20 Customer Service Representatives, achieving a remarkable 35% increase in productivity. I implemented a mentorship program that improved new hire performance by 15% and reduced training time by 20%. Additionally, I developed customer support strategies that significantly cut average case resolution time by 40% and boosted customer satisfaction scores by 25%. My focus on employee engagement and leadership development has also led to a 40% reduction in team churn.

My previous experience includes roles as an Operations Team Leader and Customer Support Representative, where I consistently drove improvements in performance metrics and customer satisfaction. I hold a Master's Degree in Business Administration and Logistics and have completed certifications in Project Management from Google and Agile Project Leadership from LinkedIn Learning.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Team Leader

Current

Teleperformance

Jun 2021 - Present (4 years 5 months)

Led a team of 20+ Customer Service Representatives, driving a 35% increase in productivity. Optimized onboarding by launching a mentorship program, improving new hire performance by 15% and reducing training time by 20%.

Mentorship

Operations Team Leader

Teleperformance

Dec 2020 - Jun 2021 (6 months)

Implemented structured performance reviews, leading to a consistent 10-15% MoM improvement in key performance indicators. Launched data-driven decision-making processes, increasing efficiency of case handling by 20%.

Performance Reviews Data Driven Decision Making Case Handling

Customer Support Representative

Teleperformance

Sep 2019 - Dec 2020 (1 year 3 months)

Managed client inquiries through live chat, email, and phone, ensuring prompt and effective resolution. Provided technical support for social media advertising platforms, enhancing campaign performance.

Client Inquiries Technical Support

Business Development Manager, EMEA

Iway

Jan 2018 - Sep 2019 (1 year 8 months)

Led API integration project, reducing processing time by 50% and increasing system efficiency. Improved client retention by 20% through proactive account management and personalized service strategies.

API Integration Account Management Request Volumes

Education

Degrees, certifications, and relevant coursework

Siberian Transport University

Master's Degree, Business Administration and Logistics

Completed a Master's Degree in Business Administration and Logistics, gaining expertise in managing complex operational processes and supply chain dynamics. Focused on strategic planning and optimization within the transportation sector.

Google

Certificate, Project Management

Obtained a Project Manager certificate from Google, demonstrating proficiency in project planning, execution, and management methodologies. Developed skills in leading projects from initiation to closure.

LinkedIn Learning

Certificate, Agile Project Leadership

Completed the Agile Project Leadership program through LinkedIn Learning, focusing on agile methodologies and leadership principles for project management. Enhanced skills in fostering collaborative environments and adapting to dynamic project requirements.