Contact Center & Sales Operations Manager
Anna Zabolotna
Project-based
Zaragoza,Spain
13
years of professional experience
Contact center and sales operations manager with deep experience improving service quality, conversion, and workforce performance. Leads restructures, standardizes reporting and workflows, and builds coaching systems that strengthen team execution, reduce turnover, and support better business decisions.
Work History
Contact Center & Sales Operations Manager
1 Year 6 Months- Evaluated sales and customer service operations, including KPI frameworks, staffing levels, and productivity metrics.
- Developed actionable recommendations to optimize workflows, address performance gaps, and improve operational efficiency.
- Delivered project-based assignments, primarily for Ukrainian companies, covering contact center audits, sales reviews, and operational process assessments.
Head of sales
3 Months- Conducted sales process audit in Romania and Czech Republic, identifying bottlenecks to enhance operational efficiency.
- Implemented task planning in Jira, improving process transparency and enabling better tracking of sales goals.
- Led weekly status meetings with CEOs in Romania, Czech Republic, and Mexico to review performance.
- Organized the transfer of over 50 operational tasks to local managers in Romania and the Czech Republic, reducing the headquarters’ workload by 35%.
- Initiated the development of a headcount model utilizing Romanian office as pilot to boost employee efficiency.
- Standardized weekly reporting across all country offices to ensure consistent data presentation.
- Redesigned backlog ticket prioritization, minimizing outdated requests and enhancing focus on critical tasks.
Head of contact center
6 Years 10 Months- Reorganized bank contact center, leading large-scale migration to new platform for enhanced efficiency.
- Launched alternative customer service channels, significantly boosting customer loyalty and satisfaction.
- Established customer-centric complaints management system within Complaints Committee for effective root cause analysis.
- Developed comprehensive FAQ knowledge base and training system, achieving 95% compliance with quality standards.
- Led strategic workforce management initiatives, reducing employee turnover by nearly four times.
- Oversaw cross-functional initiatives, launching new services and optimizing processes to improve service quality.
- Coordinated collaboration between branches and head office, enhancing response speed and issue resolution quality.
- Analyzed business processes and documentation, implementing best practices and regulatory compliance improvements.
- Provided data-driven insights to senior leadership, contributing to strategic decision-making, and advancing key bank projects.
Head of telesales department
2 Years- Led process automation and migration to a new contact centre platform, improving operational efficiency and reducing response time; 95% of customers received a call within 3 minutes.
- Reduced customer refusals by 15% through sales script optimization, updating the motivation system, and implementing systematic coaching.
- Scaled the contact centre team from 4 to 80 employees, building an efficient structure focused on KPI achievement.
- Achieved consistent KPI performance, and overachievement in service levels and conversion rates.
- Implemented a performance management system — regular evaluations, feedback, and development of supervisor competencies.
- Provided the Board with strategic recommendations on customer operations, sales performance, and process optimization, contributing to sustainable business growth.
Head of active sales and service department
1 Year 8 Months- Developed and implemented phone sales projects, increasing conversion rates and consistently achieving departmental KPIs.
- Optimized online application and lead handling, reducing average response time to one minute.
- Increased agent utilization rate from 28% to 60% while maintaining staff retention levels.
- Defined functional responsibilities and KPIs, creating development plans that tripled staff retention.
- Led 20+ sales training sessions as a certified internal trainer, strengthening team performance and fostering a coaching culture.
- Adapted campaigns based on targets, monitoring metrics and delivering actionable feedback for continuous improvement.
- Created sales and survey scripts for various products, improving customer engagement and response rates.
- Led migration project to new contact centre software, negotiating with partners and customizing the system.
- Analyzed business processes and documentation, implementing improvements aligned with best practices, and regulatory requirements.
Head of call center department
5 Months- Monitored and managed department KPIs (SL, AWT, AHT, occupancy, self-service rate, IVR, abandoned calls) and made operational decisions to consistently achieve performance targets.
- Planned and managed recruitment according to call forecasts and KPIs, building a professional team of 100 FTE organized into 5 sectors, focused on both sales and customer service.
- Set up and managed operations with outsourcing call centers, ensuring qualitative and quantitative KPIs were met through data analysis, call monitoring, staff training, and script optimization.
- Implemented improvements in staff training and development, including sales workshops and ongoing coaching, increasing team effectiveness and retention.
- Analyzed IVR structure and developed new IVR logic, including texts, recordings, and IT tasks, ensuring efficient customer routing.
Education
University graduate - Economics
- Master-equivalent Specialist Graduate
Skills
Leadership & Strategy
Team Management
Workforce Planning
Performance Management
Change Management
Project Coordination
Contact Center & Sales Operations
Contact Center Management
Sales Coaching & Training
Process Optimization
KPI Management
Customer Experience
Complaints Management
Analytics & Tools
Data Analysis & Reporting
Business Intelligence
CRM
Jira
Zabbix and other tools
AI Model Evaluation
Quality Assessment
Associations
- Ukraine Contact Center Association International (UCCAI)Ukraine Contact Center Association International (UCCAI) - Head of the Audit Committee.
- AEERC- Asociación Española de Expertos en la Relación con ClientesAEERC- Asociación Española de Expertos en la Relación con Clientes - Member.
Hobbies and Interests
- Padel and tennis
- Personal finance and investing
- Volunteering
Languages
- Ukrainian - Native
- Russian - Native
- English - B2 (Upper-Intermediate)
- Spanish - B1 (Intermediate)
Timeline
Contact Center & Sales Operations Manager
Project-based
05.2025 - CurrentRead More
Head of sales
MDFin
01.2025 - 04.2025Read More
Head of contact center
JSC «PIRAEUS BANK ICB»
03.2018 - 01.2025Read More
Head of telesales department
JSC «BANK FORWARD»
01.2016 - 01.2018Read More
Head of active sales and service department
JSC «OTP Bank»
05.2014 - 01.2016Read More
Head of call center department
JSC «OTP Bank»
12.2013 - 05.2014Read More
Kiev National Aviation University
University graduate from Economics
Read More