VEON

Target markets: Tier 2
Areas exp: B2C, Telecomunications

Product Marketing Manager | Growth Product Manager | B2C

TheWays

Mentor

bioniq

Target markets: UK || CIS || Tier 2
Areas exp: SaaS products, MedTech services

Product Marketing Manager | SaaS Experiences | B2C

ЛУН

Bird (Mobile App) 
70% growth of app installs in a 2 month period, raising from 60,000 (achieved in a launch year) to 100,000 downloads, that allowed the product to “flush” onto a 2 place in the AppStore (Lifestyle Category)

Performance Marketing Manager | Growth Marketer | B2C

MacPaw Inc.

Target markets: Tier 1 || Tier 2 || WW
Areas exp: SaaS products, software promotion

Performance Marketing Manager | SaaS Experiences | B2C

IT Company

PPC Account Manager

Depositphotos

4shared.com

Target market: US Market
3 projects - 4Sync, HostingNitro, Epom

Sayu Limited

Target market: UK Market 
- team management 5+
- in charge of all client reports and client base 80+ small to middle-size business.

PPC Team Lead

PPC Specialist

Top Product Marketing Voice || Growth Haсker || Performance Marketer || SaaS || Tier1 markets

Switzerland || Permit S ||

4+ years experience as a Product Marketing Manager
8+ years experience as a Performanсe Marketing Manager

10+ years experience in performance marketing;
5 years experience in SaaS
5+ years experience in management of 10+ people;

Markets exp: Tier 1 (USA, Great Britain, Canada, Australia, EU markets), Tier 2 (Argentina, Brazil, Mexico, CIS)

Areas exp: SaaS products, MedTech Startups, Software development, Telecommunications

Skills
• Growth Marketing
• Digital Marketing
• Lifecycle Marketing
• Lead Generation
• Google Ads, Facebook Ads, LinkedIn Ads, Bing Ads, Yahoo
• Search Engine Optimization (SEO)/ SEM 
• Content Strategy
• Agency Management
• Marketing Automation
• Leads Generation
• A/B Testing

Contact information:
lena.trump@gmail.com
+38066 2033181
+410799002597

Olena Ivashchenko

Skyeng

Skyeng is a top one Ed-tech company in Russia with over $400M in revenue per year and 200,000 lessons every month.

● Designed Ops processes and performance metrics, resulting in KPIs improvement, and stronger employee engagement.
● Coached 60+ professionals in career development, fostering a value-driven culture and leadership mindset.
● Led the Community initiative, boosting retention and resulting in a 10% NPS improvement in 4 months.

Customer Service Advisor, Career Mentor

Netcracker Technology

NetCracker is a product-based company, a global leader and a strategic digital transformation partner for service providers around the world.

Achievements:
● Organized and prioritized work for 25 analysts to complete assignments, reducing the time spent on the L2 analysis by 20%;
● Facilitated cross-functional teamwork and ensured SLA compliance at up to 97% after the stabilization period by introducing a prioritization system;
● Reduced time spent on the L2 analysis by half by introducing a knowledge base;
● Detected design gaps during the analysis and e2e test case creation (19% of the scenarios had design gaps), thus avoiding deadline violation;
● Conducted interviews with job seekers; 20% of the candidates hired passed probation period with ‘exceeds expectations’ result;
● Mentored over 30 people, ensuring smooth onboarding through coaching, regular feedback, and 1-on-1s;

Service Delivery manager,  Project Manager 

Achievements:
● Decreased the number of high severity issues by managing day-to-day operations and handling cross-departmental escalations;
● Supported and passed successfully UAT and new users' onboarding;
● Collaborated with external stakeholders to identify pain points in the operations and suggested  a solution to optimize the process, saving 10% of time spent on routine procedures and approvals;
● Supported hundreds of bug-fix deliveries and dozens of major releases launching new functionalities;

Customer Support Team Lead

Achievements: 
● Created incident knowledge base for internal team use incorporating this step into the workflow;
● Built a strong working knowledge of the company procedures and protocols that promoted the new mentor role to start new hires coaching;
● Developed questionnaire to evaluate employees’ competence development during the probation period that indicated training pain points and allowed to improve the training plan;

Senior Customer Support Analyst

STM 

IT solutions and support company.

●  Tracked testing scope coverage for the proposed project changes during implementation, acceptance and production (Component Tests, SIT, E2E, UAT, PPS) phases by creating the traceability matrix.
●  Developed comprehensive test cases & scenarios to validate the accuracy of software features, resulting in a reduction in defect retesting and maintaining high-quality standards.
●  Supported execution for test scenarios, cases, defect retests and ad hoc validations based on project requirements during the software implementation process.
●  Documented software defects, using a bug-tracking system and reported defects to software developers.

Quality Assurance Specialist

Svyaznoy Bank

Svyaznoy Bank LLC is a full-service bank, the first 100% mobile bank in Russia.

L1-L2 support for the B2C Customers using CRM and ERP systems:
●  Successfully took an average of 200 multi-language customer calls per day, exceeding the team's performance target of 170.
●  Collaborated with quality and real-time analysts to improve the contact centre metrics, such as call handling time, client satisfaction ratings, and adherence to schedule.
●  Performed the analysis of the incoming incident queue and created knowledge base articles, reducing the number of customer complaints and increasing first contact resolution rates in my group by 10%.
●  Facilitated distributed teams collaboration to identify and resolve systemic issues across the omnichannel domains in the contact centre.

Contact Centre Agent/Service Desk Analyst

Seasoned Customer Service Delivery Manager practising Servant leadership.

I enjoy contributing to various projects and IT Service transformations, overseeing the E2E incident management process, keeping daily operations running, and ensuring customer satisfaction in a high-pressure, fast-paced multinational environment.

💙 I love making people inspired 
🛑 I don't like indifference and disrespect 

So here are 5 quick things about me and my work. In, out, five bullet points adventure:

👉 8+ years in a product-based Tech company developing OSS/BSS/SDN/NFV solutions for Major telecom operators worldwide
👉 5+ years of cross-functional work in Managed Service international projects in EMEA, APAC, and LATAM; incident management; problem management; change management; escalations
👉 Stable performance results and metrics monitoring: 98% SLA compliance with 99% SLO; 
CSAT, CES, IQS, NPS, AHT, ART, AWT
👉 6+ years of Direct team management: 25+ people, over 150+ mentored
👉 Process lover and facilitator geek, ITIL practitioner

Some of the projects I have worked on include Andorra Telecom, Telefonica, Deutsche Telekom, and Du (Emirates Integrated Telecommunications) etc.:
• Juniper for Deutsche Telekom – an Enterprise Service Automation for resource inventory that unified and automated services end to end, from WAN to LAN and from the business layer to the network layer.
• Du (Emirates Integrated Telecommunications) – a digital transformation for OSS/BSS functionality for a service provider, including asset management, order entry and provisioning, quotation, resource inventory, self-service portal, vendor management, CSR desktop. 

🛠 The tools I frequently use include the Atlassian toolset(JIRA, Confluence), SharePoint, GIT, Jenkins, Postman, Swagger, Openshift, Grafana, Graylog, Tableau, Remedy, HPSM, MS Office, etc.

Feel free to contact me if you need Customer Support mentoring, problem-solving tips, career guidance or advice on those tricky plants to grow. 🪴 🌾🪻We can deal with complex situations together.

📧 Email: anpolitova@gmail.com
🗨 Telegram: @cold_bit

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Olena Ivashchenko

Anna Politova

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