HANNA VLASOVA
Barcelona
Summary
Results-driven professional with a background in corporate security, technical operations, and customer experience, now learning Product Management. At Upstream (contracted by Amazon) and Preply, I led technical escalations, improved onboarding, and drove process optimization and training initiatives. I bring strong analytical thinking, stakeholder communication, and a user-centric mindset—now focused on building impactful, scalable products.
Overview
7
7
years of professional experience
Work History
Operations and Service Coordinator
Securitas Technology (Amazon Client)
Barcelona, Spain (Remote)
06.2025 - Current
- Implemented tracking systems for service requests, enhancing visibility and accountability.
- Analyzed service metrics to identify trends, driving continuous improvement efforts across operations. Analyzed and reported on key performance metrics to senior management.
- Oversaw daily operations, ensuring alignment with organizational goals and delivering exceptional customer experiences.
Security Specialist (OSP) Tier 2 Corporate Security
Upstream Risk Management (Amazon Client)
Prague, Czech Republic
12.2024 - 03.2025
- Provide training and mentoring to Tier 1 employees.
- Onboarded two batches of new employees and enhanced onboarding plans for improved knowledge transfer. Achievement: Successfully enhanced onboarding processes, reducing new hire ramp-up time by 10%.
Security Specialist (OSP) Tier 1 Corporate Security
Upstream Risk Management (Amazon Client)
Prague, Czech Republic
07.2024 - 12.2024
- Trained staff in using new networking tools and software, increasing overall efficiency.
- Proposed process automation improvements, reducing manual ticketing work by 36%. Achievement: Introduced automation improvements, saving over 30 hours of team's manual work monthly.
Senior Customer Support Specialist
Preply.com
Prague, Czechia (Remote)
12.2022 - 07.2024
- Work with the Mentoring/Management Team and Product Departments to improve products.
- Since February 2023, served as the Point of Contact for CS Shadowing: Spearheaded the interviewing and onboarding of 10 new shadowers in May and September 2023, ensuring a robust shadowing team for the upcoming Customer Support Onboarding.
- Since April 2023, served as the CS Point of Contact for Group Classes: Updated the content on the Confluence article 'Group lessons (courses) V2' in August 2023; Monitored agent's response quality with Typeform and Kahoot quizzes, resulting in a nearly 4% improvement in team quality from March to August 2023.
- Maintained department-wide consistency and quality while making Quality Checks on weekly basis since March 2023.
Customer Support Specialist
Preply.com
Ukraine (Remote)
09.2021 - 12.2022
- Mentored and supported 7 team members, fostering their professional development from July 2022 to July 2023.
- Collaborated with Trainers to enhance processes on Confluence and achieve their OKRs.
- Recognized and promoted to a senior position for exceptional performance.
Online English Tutor
Preply.com
01.2019 - 01.2021
- Became a VIP tutor.
- Taught almost 2000 lessons.
- Opened and managed a personal brand Instagram page for learning English.
- Crafted a personal brand of group lessons, 'Speaking Clubs'.
- Have taught enterprise students.
- Attended several teacher training sessions.
Education
Unit Economics
Projector
Ukraine09-2025
Product Management
Projector Institute
Ukraine05-2025
Bachelor's Degree - Translator of English Language
Zaporizhzhya National University
Zaporizhzhia, UkraineLevel 5 TEFL Course - Classroom TEFL Course
The TEFL Academy
Spain12-2018
Skills
- Product discovery & user research
- Competitive and market analysis
- Customer journey analysis
- Value proposition development
- User retention
- Churn Rate Analysis
- Cohort Analysis of Users
- Segmentation and Cohorts
- Retention of the Client Base
- Unit Economics
- ARPU / ARPPU / LTV / CAC / VAS
- Monetization and Hidden Costs
- Increase Revenue and Reduce Fraud
- CPM / CPC / CPA / CPS
LANGUAGES
English - Fluent
Ukrainian - Native
Russian - Native
Spanish - Elementary
Czech - Elementary
Timeline
Operations and Service Coordinator
Securitas Technology (Amazon Client)
06.2025 - Current
Security Specialist (OSP) Tier 2 Corporate Security
Upstream Risk Management (Amazon Client)
12.2024 - 03.2025
Security Specialist (OSP) Tier 1 Corporate Security
Upstream Risk Management (Amazon Client)
07.2024 - 12.2024
Senior Customer Support Specialist
Preply.com
12.2022 - 07.2024
Customer Support Specialist
Preply.com
09.2021 - 12.2022
Online English Tutor
Preply.com
01.2019 - 01.2021
Unit Economics
Projector
Product Management
Projector Institute
Bachelor's Degree - Translator of English Language
Zaporizhzhya National University
Level 5 TEFL Course - Classroom TEFL Course
The TEFL Academy