Evgeniya Chigeneva

Senior Operations Manager with 10+ years of experience leading multicultural and remote operational teams across customer service, technical support, sales, and back-office operations. Proven track record of scaling global operations, optimizing processes, and driving continuous improvement through data-driven decision-making and standardized workflows. Experienced in leading large distributed organizations, defining and managing KPIs, improving quality and operational efficiency, and translating performance insights into measurable business outcomes.

Skilled in analyzing operational data, identifying bottlenecks, implementing process improvements, and partnering cross-functionally with IT, Product, Quality, Training, HR, and Workforce Management to support business objectives and operational excellence. Recognized for a hands-on, analytical leadership style with the ability to build high-performing teams, drive change at speed, simplify complex operations, and deliver consistent results in fast-paced international environments.

Senior Operations Manager, B2B Customer Support - Concentrix - Barcelona, Spain

(2021-11 - 2024-11)

• Led operations for 8 global B2B SaaS programs (350+ FTE) across multiple lines of business, ensuring SLA/KPI compliance (AHT, PPH, CSAT 85%+, CES 85–90%).
• Supported operational transitions during new launches, ensuring adoption of new processes across teams and stakeholders.
• Oversaw financial planning, revenue forecasting, and P&L performance to ensure scalable, cost-efficient service delivery.
• Handled critical client escalations and managed hypercare phases for new launches and transitions, securing smooth ramp-ups and high client satisfaction.
• Owned relationships with strategic clients and internal stakeholders, leading Quarterly Business Reviews and driving actionable improvement plans.
• Collaborated with Global Operations, Training, WFM, and Quality teams to ensure staffing alignment, continuous upskilling, and consistent service quality.
• Provided structured feedback on internal tooling and workflows (Salesforce, etc.), streamlining ticket resolution processes and enhancing user experience.
• Aligned cross-functional teams with internal standards and client expectations, embedding quality and compliance into daily operations.

Operations Manager, B2B Technical and Customer Support SaaS - Webhelp - Barcelona, Spain

(2017-04 - 2021-11)

Oversaw delivery of multilingual support operations, ensuring alignment of local market delivery with global client standards.

• Managed a multilingual technical support team (100+ FTE) across multiple markets, consistently delivering high-quality service and meeting KPIs/SLAs (CES >85%).
• Acted as the main operational point of contact for clients, managing performance reviews, sharing insights, and aligning support delivery with product evolution.
• Oversaw daily operations and client communication, resolving product-related issues and consolidating user feedback to support continuous improvement.
• Supported capacity planning and hiring strategies based on forecasted volumes, onboarding schedules, and evolving business needs.
• Developed and maintained operational manuals and quality frameworks to ensure team readiness, knowledge consistency, and alignment with client expectations.

Quality Lead, B2B Technical Support SaaS - SELLBYTEL Group - Barcelona, Spain

(2014-08 - 2017-04)

• Led quality improvement program with 5 analysts, redefining metrics and driving adoption across teams (100+ FTEs).
• Drove evolution of quality frameworks in collaboration with the client, including the strategic shift from CSAT to CES as the primary customer experience metric.
• Analyzed agent performance trends, customer feedback, and ticket resolution data to identify opportunities for continuous service improvement.
• Partnered with operations and training teams to implement corrective actions, enhance knowledge sharing, and embed quality insights into daily workflows.

Quality Assurance Analyst, B2B Technical Support SaaS - SELLBYTEL Group - Barcelona, Spain

(2013-05 - 2014-08)

• Conducted regular evaluations of calls and cases to ensure adherence to quality standards and enhance customer satisfaction in multilingual technical support.
• Analyzed performance trends and knowledge gaps, supporting coaching initiatives and continuous improvement efforts.

SMB Inside Sales Account Manager, B2B IT Sector - SELLBYTEL Group - Barcelona, Spain

(2009-09 - 2013-05)

• Managed SMB client portfolio in the CIS region, selling technical support services and fostering strong customer relationships.
• Collaborated with support and product teams to resolve issues and enhance customer experience.

Banking and Credit Product Specialist - VTB24 & Pervobank - Samara, Russia

(2006-03 - 2009-01)

• Sold retail credit products and managed B2B partnerships, delivering partner training and optimizing sales processes.

Master's Degree - Information Sciences in Business and Marketing - EUSS – Barcelona (2009 - 2010)

Bachelor's & Master's equivalent Degree - Economics and Management - Samara State Aerospace University – Samara (2001 - 2006)