Sviatoslav Mazur

• Overseeing Automation and Ecommerce programs (50+ projects and 80+ people in total, including matrix model subdivision)
• Constant communication and negotiation with clients ensuring high level of service delivery and customer's satisfaction
• Conducting coaching and facilitation sessions for Program Managers, Program Operations Managers, Project Managers, and Business Development Managers
• Successfully managed and developed Tech Leads
• Implemented code and project review processes for analysis of existing projects' deliverables
• Establishing training programs to upskill teams and individuals in line with Automation and Ecommerce initiatives
• Initiating and leading recruitment processes for Managerial and Engineering positions
• Cross-functional team management with diverse array of talents and responsibilities

Key accomplishments:

• Successfully led presale and upsale initiatives that resulted in streamlined workflows, improved lead/client interactions, and increased win rates in sale activities by whopping 25%
• Implementing strategic changes and interventions, optimizing budget, resulting in30% improvement in overall programs' efficiency and profitability
• Developing principally new approaches for working with bench, ensuring talent readiness for upcoming projects
• Successfully developed and introduced new services to company's commercial portfolio.

• Developing and executing strategic plans for Automation program (50+ people)
• Conducting coaching sessions for Program Operations Managers, Project Managers, and Business Development Managers
• Providing targeted workshops to enhance their skills and capabilities
• Conducting and leading presale processes to identify and secure new projects' opportunities
• Working on new service development initiatives
• Managing budgets effectively and ensuring positive return on investment
• Effectively communicating benefits of automation to stakeholders at all levels
• Applying agile methodologies to adapt to changing requirements and ensure flexibility in automation project management
• Constantly looking for problematic areas and ways for improvement of service
• Timely initiating of recruitment processes and ensuring all tech stacks are covered
• Introducing internal workshop sessions within department, upskilling key competencies

Key accomplishments:

• Successfully reorganized and implemented substantial ~20% growth in program profitability, showcasing strategic acumen in optimizing financial outcomes
• Improved overall retention by noteworthy ~15% and elevated client satisfaction rates through targeted initiatives, demonstrating commitment to enhancing client relationships and program success
• Introducing process for engaging managers in constant exploration of upsale opportunities and timely initiating it with clients, which resulted in 40% increase of upsale conversion rate
• Launching AQA competence matrix for skills evaluation and development
• Initiating and implementing new proposals and ideas for service presentation to clients, including new packages and service types.

• Coordinating between 40+ projects, ensuring they're benefiting each other and aligning with overall business goals
• Developing new concepts and services to support strategic direction of organization
• Cross-functional team management with diverse array of talents and responsibilities
• Ensuring goals are met in all key areas including customer satisfaction, safety, quality, and team member performance
• Implementing and managing changes and interventions to ensure project goals are achieved
• Constant communication and negotiation with clients
• Analyzing and managing program risks
• Building alliances and partnerships with other organizations

Key accomplishments:

• Implemented strategic changes and interventions, resulting in remarkable 60% increase in profitability
• Successfully executed program plan with consistent quarterly growth of around 15%
• Successfully reformatted program's strategy and operations which resulted in 70% department growth
• Conducting strategic evaluations of program strengths and areas for improvement, making data-driven decisions that enhanced project outcomes.

• Supervising QA department of 30+ engineers and performing both direct and indirect supervision
• Monitoring operational performance to ensure service compliance with operational procedures
• Planning, development, promoting and recruiting of staff within department
• Coordinating activities with other internal departments and/or external agencies and vendors
• Ensuring all contract documents are filed and complied with company's standards and regulations
• Strategic planning of work with debt clients
• Developing strategies for improving operational efficiency

Key accomplishments:

• Adjusted operational budgets and costs improving program's profitability by 20%
• Set up regular communication with clients which led to positive interaction and feedback
• Leading presale and upsale processes within department which led to 15% increase of conversion rate

• Managed and developed cross-functional customer support team
• Oversaw overall coordination of service delivery performance
• Drove internal support projects and initiatives both on-site and globally
• Set and implemented efficient workflows to optimize team's operational processes
• Monitored and maintained SLA and KPIs
• Inspired team motivation while identifying growth opportunities
• Managing onboarding and ongoing training process within department
• Collaborated effectively with other departments and successfully managed daily operations.

Key accomplishments:

• Constant KPIs overfulfilment
• Established and improved onboarding and training process
• Led improvements resulted in 40% of increase of client's satisfaction rate