Looking for a job

Zaruhi Pokatsyan

@zaruhipokatsyan

Operations leader at iBooben Development LLC, setting team KPIs and improving customer service and operational processes.

Armenia

Message

At iBooben Development LLC, I set KPIs and evaluation processes for Customer Services and Team Operations, hire and mentor teams, and work with senior managers on operational goals. I also identify root causes of service and workflow issues and automate processes where applicable.

At xData.am LLC, I represent the company in Yerevan and oversee local financial reporting, contracts, facilities, and vendor relationships. Earlier, at gHost services LLC IT company, I led delivery of an investment tracking platform integrated with 25+ international banks; at Basic IT Center, I managed operations and trained six supervisors while leading a 52-person staff.

Experience

Work history, roles, and key accomplishments

Current

Head of CC operations

Current

iBooben Development LLC

Jun 2024 - Present (2 years 4 months)

Act as the thought leader and strategist for Customer Services and Team Operations. Set KPIs, develop evaluation processes, and mentor others in leadership behaviors.

Customer Service Team Management KPI Setting Process Improvement Strategic Planning Mentorship Operations Management

Current

Head of Yerevan Office Operations

Current

xData.am LLC

May 2024 - Present (2 years 5 months)

Serve as the authorized company representative in Yerevan, overseeing operational and administrative matters. Own local financial reporting and ensure alignment between local execution and HQ strategy.

Financial Reporting Operations Management Vendor Management Contract Management Strategic Planning Budgeting Cost Control

Head of Support

okidoki.am by XData Group

Sep 2024 - Jan 2025 (4 months)

Led and managed the Customer Support function, including team structure, workflows, and performance monitoring. Supervised hiring, onboarding, and training of support agents and coordinated platform testing.

Customer Support Team Leadership Hiring Onboarding Training Performance Evaluation Platform Testing Content Management Localization

Head of User Support

Dec 2021 - Jun 2024 (2 years 6 months)

Oversaw day-to-day Support team operations across multiple offices, ensuring customer inquiries were resolved promptly. Acted as a senior agent and mentor, providing coaching and training to support staff.

Customer Support Team Management Mentorship Training Bug Reporting Performance Monitoring Onboarding

Head of Operations

Basic IT Center

Jan 2021 - Dec 2021 (11 months)

Managed and led company operations, including monitoring workflows, improving internal processes, and supervising customer support and marketing teams. Introduced employee recognition programs and directly managed six supervisors leading a team of 52.

Operations Management Process Improvement Team Leadership CRM Trello Budgeting Cost Control Employee Recognition Training

Head of Customer Success

Ararat Box

Nov 2020 - Apr 2021 (5 months)

Provided training to new customer service agents and followed up on shifts and daily coverage. Diagnosed system errors across the website, Shopify, and 2Checkout, and maintained customer satisfaction.

Customer Success Training Troubleshooting Shopify 2Checkout Customer Support Problem Solving

IT Projects Manager

under NDA

Nov 2019 - Dec 2020 (1 year 1 month)

Led end-to-end project management for a software application payment integration project. Managed cross-functional teams and coordinated internal resources and external vendors.

Project Management Agile Scrum Jira Slack Zoom Trello Team Coordination Vendor Management

IT Projects Manager

gHost services LLC IT company

May 2019 - Oct 2019 (5 months)

Led the delivery of an investment tracking software platform with integrations to 25+ international banks. Managed Agile/Scrum teams and coordinated internal teams and third-party vendors.

Project Management Agile Scrum Jira Trello Team Leadership Marketing Ecommerce Amazon eBay Shopify

Grants & Projects Manager

Women's Right House NGO

Dec 2018 - Oct 2019 (10 months)

Developed and maintained partnerships with local and international stakeholders. Coordinated grant documentation, reporting, and communication with funders, and monitored program budgets.

Grant Management Partnership Development Budget Monitoring Reporting Social Media Management training coordination

Child Sponsorship Program Coordinator

World Vision Armenia

Feb 2016 - Sep 2018 (2 years 7 months)

Coordinated and supervised community mobilizers and social workers across 24 beneficiary communities. Managed sponsorship operations, including budgeting and expenditure monitoring, and maintained a database of 3,000 children.

Program Coordination Budgeting Database Management Training Reporting Community Engagement

Child Sponsorship program Assistant/ Translator, HR & PR Point Person

World Vision Armenia

Jan 2015 - Jan 2016 (1 year)

Ensured high-quality relationships between sponsors and children by translating correspondence. Prepared and submitted HR-related documentation and maintained the WVA website.

Translation HR Documentation Website Management Content Writing Editing

Child Sponsorship Department Translator

World Vision Armenia

Dec 2011 - Jul 2014 (2 years 7 months)

Translated sponsor-child correspondence and related documentation as required by the Sponsorship Coordinator. Ensured timely and accurate translation of all sponsorship communications.

Translation Communication Skills Documentation

Education

Degrees, certifications, and relevant coursework

University of Iowa

3rd profession in Linguistics, Linguistics

Completed the International Writing Program eLearning course, focusing on creative non-fiction, essays, science journalism, travel narratives, and speculative portrayals of the natural future.