Olga Tuzhilina

SERP Energy (SunKot Solutions) Built and improved operational processes to support business execution, cross-functional coordination, and delivery. Led the digitalization of processes related to a migration service, translating business and client requirements into structured workflows and delivery priorities. Took ownership of broader business operations when leadership availability changed, coordinating client communication, recruitment activities, employee payment matters, contract processes, and info

Redesigned the onboarding and project ramp-up process, reducing the time needed for new team members to become productive from as long as six months to approximately six weeks. Created and maintained a structured knowledge base, keeping documentation up to date and making essential project knowledge accessible to the team. Introduced a repeatable onboarding approach that enabled existing team members to train new hires, reducing reliance on the CEO for day-to-day onboarding. Implemented Kanban practices

Redesigned workflows for handling user requests, reducing response time from 72 hours to 6 hours. Improved task and backlog management, increasing team productivity by 50%. Improved operational visibility through clearer monitoring, prioritization, and accountability. Strengthened QA practices and supported the integration of junior QA team members into delivery workflows. Helped teams resolve user-facing issues more efficiently by improving coordination and ownership across the process.

Redesigned communication and escalation workflows between teams, enabling critical user-facing issues to reach production within approximately 2–4 hours of the team becoming aware of them, compared with previous delays of 2–3 days. Improved coordination between departments so that urgent issues could be identified, prioritized, and addressed more quickly. Helped reduce user complaints by 70% by improving issue resolution and quality processes. Reduced the time needed to fix live issues from approximately

Contributed to website traffic growth of 40% by supporting professional localization across more than nine languages. Built a translation management platform from scratch to support localization workflows. Developed the initial localization roadmap and improved coordination of translation activities. Redesigned the support feedback process to help teams identify recurring issues and improve the user experience.