Igor Oleinik

Improved onboarding and support processes at EPAM by leading knowledge management initiatives. Built a knowledge base with 1000+ entries for 10+ countries and developed a Coda-based system for synchronized updates across platforms, including a RAG chatbot. Boosted chatbot accuracy from 65% to 79%. Created onboarding materials, dashboards, and a co-pilot for autonomous updates. Managed chatbot launches and testing in 10+ countries. Drove cross-departmental process redesign.

Led customer experience operations for DiDi Chuxing across Russia and CIS, and contributed to MEA market entry. Launched offline support centers in Russia, Kazakhstan, and Egypt with 20+ team members. Raised CSAT from 47% to 62% and agent occupancy from 61% to 89%. Developed a 2-year customer center strategy and playbook. Deployed online support for fleet partners. Coordinated with Egypt and Brazil teams, ran on-site app testing, and drove feedback-to-product improvements.

Oversaw customer service operations across four cities in the Urals region for Yango (ex-Yandex.Taxi), Russia’s largest ride-hailing company. Managed a 23-member team and four partner centers. Set and analyzed KPIs, achieving leading results in CSAT and NPS. Built reporting dashboards with SQL, introduced structured knowledge management, and defined departmental performance metrics. Led successful post-merger integration of teams and processes following the Uber-Yandex merger.

Managed customer service operations for Uber across two cities and led a nationwide online registration and support project. Supervised a 10-member support team and oversaw two partner centers. Monitored KPIs to ensure operational efficiency and drove process improvements. Delivered on regional marketing targets through car branding campaigns. Promoted quickly due to high performance, taking on strategic and cross-city responsibilities within the first months.

Joined Kidix, a startup building a secure smartphone shell for children, as a Business Development Manager. Represented the company at major tech events, pitched to investors, and contributed to winning a development grant. Took part in startup strategy design, fundraising outreach, and partnership negotiations. Provided media and presentation support, and helped build visibility through conferences, networking, and early go-to-market planning.

Exchange PhD student at Friedrich Schiller University in Jena, one of Europe’s oldest universities. Focused on research into IT startup success factors and early-stage investment efficiency in IT systems. Participated in the Informatics department’s work at the Economics faculty. Delivered lectures and hands-on workshops. Also contributed to course content development and supported international collaboration efforts within the department.

Led a 10-member R&D team at a casual games company with hundreds of thousands of users on Facebook and VK. Managed four projects in parallel, from idea to market launch. Introduced Agile, automated planning via YouTrack, and improved team efficiency. Took on hybrid responsibilities across project and product management. Translated game interfaces and technical docs into English, and improved cross-functional workflows through clearer task ownership and delivery controls.

Worked in the economic analysis team at Russia’s largest steel pipe manufacturer, improving production efficiency. Created an inventory residue and analogue tracking system, saving millions by reducing warehouse overstock. Co-developed a capacity planning tool using genetic algorithms. Automated reporting, built Power BI dashboards, supported cost-efficiency analysis, and contributed to cross-departmental planning with actionable data insights.

Worked as a C# / .NET developer on a multifunctional ERP-based document management system for city administration. Automated password reset via SMS, enabled automatic script loading for CI, and configured multiple CI/CD instances. Migrated legacy system data and improved system stability. Actively participated in customer (regional gov.) and partner (telco) negotiations, contributing to product development and service integration.

Research title: "Improvement of preliminary evaluation methods of investment efficiency into IT start-ups".

The curriculum included both economics (including marketing, accounting) and IT technologies (including programming, project management, etc.).