Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kateryna Opanasenko

Operations & Customer Support Manager
Warsaw

Summary

Operations & Customer Support Manager with 7+ years of experience managing international teams in logistics company and building scalable support processes. Strong background in KPI systems, SOP design, and escalation management. Proven track record of reducing complaints by 25% and improving resolution workflows. Currently focused on applying this expertise in technology-driven industries, including SaaS and Web3.

Overview

8
8
years of professional experience
2
2
Certifications
4
4
Languages

Work History

Operations Supervisor

Delta Express
05.2020 - 06.2024
  • Scaled operations team to 300+ employees across 4 countries (Ukraine, Poland, Mexico, Kazakhstan), establishing management layers and ensuring consistent service delivery across multiple time zones.
  • Set up KPI systems and dashboards to measure performance and improve accountability.
  • Developed and implemented 40+ standard operating procedures (SOPs) to ensure consistency in service delivery across all shifts at all time zones
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
  • Improved on-time delivery of shipments by 20% by restructuring internal communication channels and optimizing daily operational routines.
  • Handled critical client escalations and launched targeted team trainings; combined with process updates, this reduced customer complaints by 25% year-over-year.
  • Introduced feedback loops and faster response protocols, helping to reduce repeated issues and strengthen client relationships.
  • Mentored and promoted 15+ team leads, developing an internal growth pipeline that reduced external hiring costs and strengthened leadership continuity.


Dispatcher / Team Lead / Operations Manager

Delta Express Inc
07.2016 - 05.2020
  • Directed dispatching, routing, and tracking of 100 + fleet vehicles per day.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Facilitated training for new dispatchers, improving team readiness and performance.
  • Planned, organized, and managed work of subordinate staff (20+ employee) to accomplish consistent work within organizational standards.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Introduced basic performance tracking metrics, which later evolved into company-wide KPIs.


Education

Bachelor of Science - Transport Technologies

National Transport University
Ukraine
04.2001 -

Skills

  • Operations Management
  • Customer Support
  • KPI & OKR Management
  • SOP Documentation
  • Process Optimization
  • Service Quality Improvement
  • Cross-Department Collaboration
  • Performance Tracking & Reporting
  • Stakeholder Communication
  • Escalation Management
  • Team Mentoring & Internal Growth
  • CRM Tools (Excel, Asana & Zendesk (Course- based), CRM)

Certification

Coursera | GOOGLE PROJECT MANAGEMENT PROFESSIONAL CERTIFICATE

Timeline

Coursera | GOOGLE PROJECT MANAGEMENT PROFESSIONAL CERTIFICATE

06-2025

Rise In | BLOCKCHAIN & WEB3 FUNDAMENTALS

05-2025

Operations Supervisor

Delta Express
05.2020 - 06.2024

Dispatcher / Team Lead / Operations Manager

Delta Express Inc
07.2016 - 05.2020

Bachelor of Science - Transport Technologies

National Transport University
04.2001 -

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Kateryna OpanasenkoOperations & Customer Support Manager