Zeynab N. Pmp®

PMP®-certified Project Coordinator with 2+ years of experience in cross-functional operations, project coordination, and process improvement. Improved SLA performance from 74% to 90%+ through root-cause analysis, workflow redesign, and process standardization. Skilled in stakeholder communication, requirements gathering, risk identification, and cross-team coordination.

Proven ability to manage multiple priorities, support end-to-end delivery, and drive operational improvements across international teams. Fluent in English, Russian, and Azerbaijani.

Partner Operations Agent at Yandex.Taxi (2025-06 – Present)

• Coordinated cross-functional resolution of 300+ operational cases daily, ensuring timely follow-up, clear ownership, and alignment across international teams.
• Improved SLA performance from 74% to 90%+ within one month through root-cause analysis, process gap identification, and prioritization improvements.
• Maintained 95%+ quality performance while handling high-volume workloads and complex partner-related issues.
• Identified recurring operational bottlenecks and implemented process improvements to reduce handling time and increase workflow efficiency.
• Monitored operational and quality metrics, analyzed trends, and identified optimization opportunities to maintain 90%+ SLA during process changes.
• Collaborated with stakeholders across multiple international markets to implement solutions, resolve dependencies, and ensure consistent execution.
• Trained and onboarded new team members through structured guidance and documentation, covering 50+ operational scenarios and accelerating ramp-up.

Customer Operations Specialist at Confidential Digital Platform (2022-05 – 2024-06)

• Coordinated 80–120 operational requests daily with internal teams, resolving complex cases and minimizing escalations.
• Prioritized high-impact issues by urgency and business impact, ensuring timely SLA-based resolution.
• Maintained accurate, audit-ready documentation across 50+ recurring case types.
• Identified recurring issues and process gaps, contributing to workflow improvements and faster resolution.

UX/UI & Graphic Designer at Self-Employed (2022-05 – 2024-06)

• Managed 3–5 concurrent projects end-to-end, coordinating priorities, timelines, deliverables, and client communication to ensure on-time delivery.
• Planned and tracked project activities from initial requirements and briefing through execution, revisions, and final delivery.
• Coordinated multiple stakeholders throughout project lifecycles, gathering requirements, managing feedback, and aligning deliverables with expectations.
• Managed competing priorities and changing requirements across 40+ projects while maintaining delivery timelines and quality standards.
• Improved project outcomes through iterative feedback cycles, achieving a 95%+ client satisfaction rate.

English Language Instructor at Self-Employed (2019-07 – 2022-04)

• Planned and delivered 100+ structured learning programs, managing timelines, milestones, and individualized objectives for 150+ students.
• Coordinated multiple learners and priorities simultaneously, adapting plans based on progress, feedback, and changing requirements.
• Managed end-to-end delivery from initial needs assessment and goal setting through execution, progress tracking, and final outcomes.

Student at Azerbaijan University of Architecture and Construction (2015-09 – 2019-07)

Bachelor of Engineering in Civil Engineering | GPA 85/100

Bachelor of Engineering in Civil Engineering – Azerbaijan University of Architecture and Construction (2015-09 – 2019-07)