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Operations professional with 10+ years of experience leading international teams, optimizing processes, and building scalable operational frameworks in technology-driven environments. Skilled in customer operations, service delivery, knowledge management, training programs, and cross-functional collaboration with a data-driven approach to operational excellence. Experienced in designing QA frameworks, SLA/KPI systems, and onboarding/learning paths; reducing ramp-up time and improving service quality consistency across multilingual support teams. Strong communicator and coach with hands-on experience in workload planning, escalation management, root cause analysis, and continuous improvement initiatives.…Operations professional with 10+ years of experience leading international teams, optimizing processes, and building scalable operational frameworks in technology-driven environments. Skilled in customer operations, service delivery, knowledge management, training programs, and cross-functional collaboration with a data-driven approach to operational excellence. Experienced in designing QA frameworks, SLA/KPI systems, and onboarding/learning paths; reducing ramp-up time and improving service quality consistency across multilingual support teams. Strong communicator and coach with hands-on experience in workload planning, escalation management, root cause analysis, and continuous improvement initiatives.

Zofia Teresiak

Project Manager, Community Manager, Online Trainer

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Operations professional with 10+ years of experience leading international teams, optimizing processes, and building scalable operational frameworks in technology-driven environments. Skilled in customer operations, service delivery, knowledge management, training programs, and cross-functional collaboration with a data-driven approach to operational excellence. Experienced in designing QA frameworks, SLA/KPI systems, and onboarding/learning paths; reducing ramp-up time and improving service quality consistency across multilingual support teams. Strong communicator and coach with hands-on experience in workload planning, escalation management, root cause analysis, and continuous improvement initiatives.…Operations professional with 10+ years of experience leading international teams, optimizing processes, and building scalable operational frameworks in technology-driven environments. Skilled in customer operations, service delivery, knowledge management, training programs, and cross-functional collaboration with a data-driven approach to operational excellence. Experienced in designing QA frameworks, SLA/KPI systems, and onboarding/learning paths; reducing ramp-up time and improving service quality consistency across multilingual support teams. Strong communicator and coach with hands-on experience in workload planning, escalation management, root cause analysis, and continuous improvement initiatives.

Available to hire

Operations professional with 10+ years of experience leading international teams, optimizing processes, and building scalable operational frameworks in technology-driven environments. Skilled in customer operations, service delivery, knowledge management, training programs, and cross-functional collaboration with a data-driven approach to operational excellence.

Experienced in designing QA frameworks, SLA/KPI systems, and onboarding/learning paths; reducing ramp-up time and improving service quality consistency across multilingual support teams. Strong communicator and coach with hands-on experience in workload planning, escalation management, root cause analysis, and continuous improvement initiatives.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Beginner

Language

Polish

Fluent

English

Advanced

Greek, Modern

Intermediate

German

Beginner

Work Experience

Customer Operations & Training Manager

May 1, 2026 - July 1, 2026

Established operational processes, documentation, onboarding materials, knowledge management, project planning, and cross-functional workflows to support company launch. Built an operational framework including governance and cross-functional operating model. Implemented QA frameworks, KPIs, SLAs, and reporting standards across Customer Support, Customer Experience, Sales, Marketing, and Social Media. Created documentation and knowledge management structure (Google Drive architecture) and developed onboarding/training/learning materials for managers and operational teams.

Customer Support Team Lead / Head Trainer at TransPerfect – Gaming Division

February 1, 2021 - November 1, 2025

Managed training, quality, and operational improvement initiatives for a large-scale international customer support organization serving global customers across multiple markets and languages. Built a complete training and quality framework including onboarding programs, learning paths, coaching structures, documentation standards, and performance measurement systems. Led a team of 7–8 trainers supporting development and performance improvement of 40+ customer service professionals across 8 languages; improved new employee ramp-up time and increased first-month quality consistency. Managed daily operations including workload distribution, escalations, SLA performance, and service delivery; designed workforce planning and resource allocation. Created SOPs, knowledge bases, and training materials; ran QA scoring, coaching, and feedback loops; conducted 1:1s and performance reviews. Supported recruiting activities and collaborated with Product, Engineering, Localization, and Business te

Community Manager / Talent Acquisition / Outsourcing Manager at Devoted Studios

February 1, 2020 - December 1, 2021

Managed external partner relationships, vendor operations, recruitment support, and process coordination for an international technology-focused organization. Built and maintained a global network of partners and service providers. Improved partner onboarding using clearer documentation and communication workflows. Created structured tracking systems to improve visibility into external resources and operational progress. Managed vendor sourcing, evaluation, onboarding, and relationship management; supported recruitment for specialized roles; coordinated onboarding sessions and operational alignment meetings; maintained databases and documentation; supported community engagement and communications initiatives.

Head of Customer Support at Reality Games

August 1, 2017 - January 1, 2020

Owned end-to-end customer support operations for a growing mobile gaming company. Rebuilt customer support operations by introducing structured workflows, centralized tools, automation, and improved reporting processes. Reduced operational platform costs by 40% through tool optimization and workflow improvements. Implemented automation, routing workflows, templates, and documentation systems that improved response efficiency. Managed and developed a customer support team of ~10 specialists while maintaining strong service performance. Developed operational procedures, escalation processes, and communication standards; created training materials and supported employee development; analyzed customer feedback trends and operational data to identify improvement opportunities; produced performance reporting and recommendations to leadership; worked cross-functionally with product and technical teams to resolve customer-impacting issues.

Technical Support Agent at Teleperformance Greece (Project I & Project II)

July 1, 2017 - January 1, 2018

Provided technical customer support, troubleshooting assistance, and case management while contributing to process documentation improvements.

Social Media Moderation Team Lead & Support Representative at Wargaming

March 1, 2015 - July 1, 2017

Led customer communication and moderation operations across multiple channels in an international technology company. Managed a team responsible for customer communication and online engagement. Developed guidelines, escalation procedures, and quality standards. Trained employees on communication skills, conflict resolution, and policy application. Monitored customer sentiment and service trends, and collaborated with marketing and communications teams.

Technical Support Agent at Teleperformance Greece

July 1, 2014 - February 1, 2015

Provided technical customer support, troubleshooting assistance, and case management while contributing to process documentation improvements.