I build processes that run without me.

Escalations kept getting lost between support, product and engineering, so I built the handoff: playbooks, communication templates, one standard path for critical incidents. All of it is used team-wide now. I run 80+ VIP B2B merchants processing €165M+ a month: CSAT sits at 4.98/5.0, SLA at 99.8%. I mentor new hires on escalation handling. Monthly workload distribution used to eat a full working day. I found the bottleneck and wrote an optimizer around it (Largest Remainder Method, cost function, hard and soft constraints); it now takes 15 minutes. One merchant doing €3.3M+ a month was ready to walk. I joined the escalation call myself and kept the account.

A 25-person team across CIS, the Middle East, Africa and LatAm, with no shared system behind it. I hired 20 of them and built what was missing: ticket routing, knowledge base, QA framework, shift scheduling, escalation tiers. In 9 months SLA went 60→96%, CSAT 71→87%, FRR 19→71%, QA 85→96. Launched 24/7 coverage from scratch and rebuilt hiring and performance reviews. Ran retrospectives and seasonal planning across 5 markets and 3 time zones, turning strategy into OKRs, and aligned processes with 6+ other teams: premium corporate transfers in the UAE, a mystery-shopper audit in Serbia. Anything that shouldn't be done by hand I automated in Python. Reconciliation went from 6 hours to 10 minutes, and SLA/CSAT/FRR reporting became something the team ran itself.