Yaroslav Sysoiev
Kraków,Lesser Poland
Summary
Results-driven professional with proven experience in team leadership, customer service, and process improvement in fast-paced environments. Skilled in data analysis, KPI tracking, and workflow optimisation, with strong organisational, communication, and IT skills (MS Office, Power BI). Adaptable and focused on driving operational excellence through clear guidance, analytical insight, and continuous learning.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work history
Operations supervisor (promoted November 2024)
Teleperformance
Kraków, Lesser Poland
2024.11 - 2025.07
- Supervised daily operations of a team of 20 interpreters, ensuring achievement of KPIs including service level, call quality, and customer satisfaction.
- Coached, mentored, and developed team leaders and agents to improve performance, engagement, and adherence to policies and procedures.
- Analyzed operational metrics and generated reports to identify trends, implement process improvements, and drive efficiency.
- Collaborated with cross-functional teams (e.g., workforce planning, QA, training) to optimize scheduling, resolve escalations, and maintain a high standard of service delivery.
- Organised monthly briefings and debriefings to keep staff informed about ongoing projects or changes in procedure.
English-Russian Interpretor
Teleperformance
Kraków, Lesser Poland
2024.04 - 2024.11
- Delivered clear communication by accurately translating complex technical documents.
- Facilitated international business meetings for effective cross-cultural understanding.
- Mediated disputes between parties speaking different languages, leading to amicable resolutions.
- Fostered cultural understanding by delivering professional tour guide interpretations to foreign visitors.
Courier driver
Glovo
Kraków, Lesser Poland
2022.11 - 2024.04
- Provided exceptional customer service by handling queries and complaints effectively and professionally.
- Increased efficiency by planning optimal routes using GPS navigation systems.
Customer Service Worker
McDonald's
Kraków, Lesser Poland
2022.08 - 2022.11
- Delivered exceptional customer service in fast-paced environment.
- Collaborated with management in brainstorming sessions to improve operational efficiency.
Private Tutor
self-employment
Kharkiv, Ukraine
2019.09 - 2022.02
- Developed strong communication and interpersonal skills, facilitating effective learning experiences.
- Managed scheduling and lesson planning, promoting consistency in learning.
Education
Master of Science - Chemistry
V.N Karazin Kharkiv National University
2022.08 - 2024.06
Bachelor's Degree - Chemistry
V.N Karazin Kharkiv National University
2018.09 - 2022.07
Skills
- Team leadership & coaching: managed and developed a team to deliver high-quality customer service and meet KPIs under tight deadlines
- Organizational and prioritization skills in a fast-paced environment
- IT & systems proficiency: experienced with MS Office (Excel, PowerPoint, Word), contact centre systems (Power BI), and able to quickly learn internal tools
- Data analysis & reporting: track KPIs, analyze trends, and recommend improvements to processes and workflows
- Communication & interpersonal: fluent in English and experienced in managing customer escalations, conducting team briefings, and providing clear guidance
- Adaptability & willingness to learn new tools
Languages
English
Fluent
Polish
Fluent
Ukrainian
Fluent
Russian
Fluent
Certificates
- Cambridge English Certificate
Timeline
Operations supervisor (promoted November 2024)
Teleperformance
2024.11 - 2025.07
English-Russian Interpretor
Teleperformance
2024.04 - 2024.11
Courier driver
Glovo
2022.11 - 2024.04
Customer Service Worker
McDonald's
2022.08 - 2022.11
Master of Science - Chemistry
V.N Karazin Kharkiv National University
2022.08 - 2024.06
Private Tutor
self-employment
2019.09 - 2022.02
Bachelor's Degree - Chemistry
V.N Karazin Kharkiv National University
2018.09 - 2022.07