Igor Oleinik

Achievements: - Led the pilot of an AI-powered internal support chatbot for 3,500+ users, cutting tickets by 20% and proving the case for global scale. - Scaled the program to 37,500+ employees across Europe, CIS, APAC, and LatAm, achieving ~8–10 FTE load reduction. - Improved chatbot accuracy from 65%→79% in six months and grew to 4,000+ MAU and 10,000+ monthly queries. - Transformed knowledge management, reducing content update time from weeks to 1 day and saving 6–7 team hours weekly.

Achievements: - Increased Customer Satisfaction (CSAT) by 15 points (47%→62%) and boosted team occupancy to 89% in 6 months by launching international support hubs with a new playbook. - Implemented a Salesforce-WhatsApp support model in 2 countries, cutting response time by 50% and raising partner CSAT by 10 pp. - Built a repeatable roadmap for new support centers, enabling setup within ~2 months and rapid expansion to Russia, Kazakhstan, and Egypt.

- Designed and implemented a national KPI framework with standardized metrics and governance to align regional performance and ensure data consistency. - Built automated dashboards and reporting workflows (SQL, Apps Script, Tableau), giving leadership real-time visibility, cutting manual effort by 80% and cycle time by 1 week across 18 offices. - Led post-merger integration of Uber and Yango ops-unified teams, processes, and KPIs; merged 8 offices into 4 with no service disruption.

- Managed two driver support offices in different cities, owning KPIs, budgets, and vendor relations. - Designed and launched a nationwide online driver registration system with live video verification and cross-site routing, extending service hours and enabling registration beyond local offices. - Increased registrations by ~15–20% and boosted agent utilization from 67% to 89% after scaling the system across regions. - Expanded to two cities while maintaining CSAT, Helpfulness, and SLA compliance.

Earlier roles: .NET Developer, Business Analyst, R&D Project Manager. • .NET Developer: built a production e-document system for a regional public & utility provider. • Business Analyst: created a warehouse cost analytics solution for an industrial holding (20K+ employees). • R&D PM: led social app prototypes from concept to MVP. • Built a computer-vision parking-spot detector, earning a patent. Tech Stack: C#, ASP.NET, T-SQL/MS SQL Server, Excel/VBA, C# + OpenCV, JavaScript, Git/SVN, YouTrack.

Erasmus Mundus Exchange 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.

5-year specialist program, equivalent to Bachelor + Master