Shimqt

Operations and customer success professional with 3 years of experience at Yandex (one of Eastern Europe's largest tech companies). Proven track record managing B2B corporate client relationships, leading support teams, and overseeing QA processes for automated ML pipelines at scale of 100,000+ interactions per month.

QA Automation Specialist — ML Quality Control at Yandex.Delivery (2025-12 – 2026-05)

• Reviewed quality of automated ML script resolutions across a corpus of 100,000+ monthly interactions, using statistical sampling (representative sample methodology).
• Tracked quality trends: as automation coverage improved, adjusted sampling parameters accordingly to maintain statistical validity.
• Identified error patterns in automated ticket handling and produced detailed improvement recommendations for engineering teams.
• Prepared executive-level reports on automation quality metrics for senior leadership.

Support Team Lead at Yandex.Delivery (2024-12 – 2025-02)

• Managed and coordinated a team of 6 support specialists in a fast-paced B2B environment.
• Distributed workload, monitored SLA compliance, and ensured on-time task delivery.
• Tracked and reported key performance indicators including average response time and SLA adherence.

Corporate Client Support Specialist at Yandex.Delivery (2023-07 – 2024-11)

• Handled 100+ inbound B2B requests per day via internal ticketing system.
• Advised corporate clients on tariffs, delivery timelines, and service specifics.
• Prepared, maintained, and managed contract documentation for corporate accounts.
• Collaborated cross-functionally with logistics, technical support, and account management teams.