I build processes that don't break at night.

Built and maintain the escalation framework and cross-team processes between support, product, and tech for 80+ VIP B2B merchants processing €165M+ monthly (₽15B+) in volume. Found the bottleneck in monthly workload distribution and built an optimization tool (Largest Remainder Method, cost function, hard/soft constraints), cutting processing from 8h to 15 min. Developed escalation playbooks and communication templates adopted team-wide, standardized handoffs for critical incidents, and mentor new hires on escalation handling. Hold CSAT 4.98/5.0 and SLA 99.8%; prevented churn of a ₽300m+/month merchant by joining a live escalation call.

Hired and trained 20 specialists, designed ticket routing, knowledge base, QA framework, shift scheduling and escalation tiers from scratch for a 25-person team across CIS, Middle East, Africa and LatAm. Ran retrospectives and seasonal planning across 5 markets and 3 time zones, translating strategy into OKRs; aligned processes with 6+ cross-functional teams — including launches like premium corporate transfers in the UAE and a mystery-shopper audit program in Serbia. Launched 24/7 coverage from scratch and rebuilt the hiring and performance review pipeline — QA score 85→96. Built Python tooling: reconciliation automation (6h → 10 min), an SLA/CSAT/FRR report generator. SLA 60%→96%, CSAT 71%→87%, FRR 19%→71%, QC 85→96.