Operations manager with 3+ years of experience in customer service, projects, marketing, CX, and operational process management at Yandex.
I build clear processes: instructions, onboarding frameworks, ownership areas, and metrics that remain stable and scale with teams.
I validate and turn vague business objectives into a concrete action plan with measurable outcomes. I improve day-to-day tools and systems used by the team.
Result focus: higher eNPS, lower delivery cost, and improved CX and operational performance through systemic change, not one-off initiatives.
Work experience
Experience is presented in reverse chronological order: current role at Yandex, previous experience at Delivery Club, and a management internship at RANEPA.
Collected and packaged external communications across multiple products and touchpoints
Collaborated with development and QA teams to improve communication visuals
Participated in performance analytics
Contributed to planning and design of advertising campaigns
Yandex Food (Delivery Club)
FoodTech · Customer Support
—1 year 4 months
Deputy Team Lead, Customer Support
Maintained team KPIs consistently above company average
Delivered CSAT 4.5 while handling complex requests
Coordinated direction and implemented support process improvements
RANEPA under the President of the Russian Federation
Russian Presidential Academy of National Economy and Public Administration
—3 months
Head of Applicant Management Team (internship)
Fully managed the team: from applicant outreach to support and selection
Designed an internal collaboration system (roles, channels, ownership)
In 3 weeks, processed about 800 contacts and selected 52 candidates for the program
Projects beyond the main job
Alongside my core role, I run projects with SMBs: narrow the request, fix success criteria, and bring initiatives to launch with transparent reporting.
Marketing and advertising campaigns for SMBs
I help business owners narrow the request and launch effective promotion even with limited budgets.
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Short strategies and media plans aligned with real business resources
A single tone and message across website, social media, and ads
Success criteria fixed before launch, followed by an honest results review
Yandex Direct (Directology)
Campaign structure and reporting without unnecessary interface “magic”.
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I build structured campaigns: hierarchy, semantics, negative keywords, and landing page mapping
I make reporting clear so the client does not need to live inside the ad cabinet
Websites, landing pages, and Telegram bots
Full cycle: from structure and prototype to layout and launch.
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Landing pages and small websites focused on readability
Bots for lead capture, FAQ, and lead qualification
Communications and sales funnels
A sequence of touchpoints and materials that teams actually implement.
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I design touchpoint chains from first contact to repeat sale
I write scripts and regulations that teams can implement quickly
Education
Higher education
Russian Presidential Academy of National Economy and Public Administration (RANEPA)
Bachelor's degree, Digital Government
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Professional development
Data Science for Managers
ANO DPO “Yandex Educational Technologies”
Secondary education
General secondary education
Graduated with honors
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Additional education
Computer operator
Skills
My work is built on a combination of process and analytical tools, documentation discipline, and personal competencies that help deliver complex tasks to sustainable team results.
