Vita Skrypka
Head of support/ Head of Quality Assurance/Project manager
Toronto,ON
Summary
Helping startups & scale-ups turn stagnant retention metrics into 15–30% growth in 90 days
Retention & Loyalty Metrics Audit (Most Popular)
Full diagnostic of Customer Retention Rate, NPS, CSAT, CES, CLV, Repeat Purchase Rate & Churn.
Deliverables: 20+ page report + 90-day playbook with guaranteed 15–30% uplift.
End-to-end setup: survey timing, channel mix, closed-loop process, AI sentiment analysis.
Plus executive dashboard (Looker Studio/Tableau) and quarterly action planning.
Audit current support flows_ deploy conversational AI that uses behavioral + historical data.
Reduce ticket volume 30–50% while boosting CSAT to 90%+.
Integration with Intercom, Gorgias, Zendesk + custom GPT agents | 6–10 weeks |
Live retention cockpit in Google Looker Studio or Tableau.
Tracks cohort retention, LTV:CAC, redemption rates, segment health.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Head of Quality Assurance
PIN-UP.Tech
Kyiv
04.2019 - 12.2021
- Analyzed data from quality control testing to identify areas of improvement.
- Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
- Created reports detailing results from inspections, tests, and investigations that were used by senior management for decision-making purposes.
- Conducted internal audits of processes and systems to ensure compliance with quality standards.
- Maintained records of all test results and monitored trends over time to detect potential problems early on.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Developed and implemented quality assurance policies, procedures and standards.
- Collaborated with cross-functional teams to develop strategies for improving product quality.
- Reviewed current standards and policies.
- Managed the development and maintenance of quality management systems (QMS), ensuring continuous improvement and efficiency.
Head of Quality Assurance Department
Lucky Lubs (Gambling)
Kyiv
07.2014 - 07.2017
- Participated in building the customer service department from scratch, including selecting an office, hiring a team, creating a knowledge base, conducting training, creating a motivation system, and auditing the work of the support and sales teams, implementing CRM and online chat.
- Developing a customer support strategy to achieve customer satisfaction
Analyzing support data (metrics, customer feedback) to identify problem areas and suggest improvements.
- Collaborated with cross-functional teams to ensure that all processes are compliant with relevant regulations.
- Established quality KPIs and reported on performance to senior management, highlighting achievements and areas for improvement.
Head of Customer Service Department
JSC Encom-Group (Energy service company)
Kyiv, Ukraine
05.2010 - 07.2011
- Managed the sales of the company's services;
- Analyzed competitors’ market conditions and segmented the customer market;
- Forecasted sales for the customer department;
- Developed pricing policies and monitored their implementation
- Analyzed the potential customer base, identifying customer needs, levels, and expectations;
- Acquired new customers, provided customer care, and developed a system of communication with customers;
- Assessed the financial reliability and security of potential business customers;
- Managed and led complex projects;
- Coordinated sales improvement initiatives.
Education
Proffesional Certification - Auditor of Quality Management Systems - ISO 9001:
Bureau Veritas
01-2015
M.D. - Sociology And Psychology
Mykola Gogol University
01-2005
Skills
- Quality management
- Data analysis (My SQL, R)
- Internal auditing
- Six sigma methodology
- Regulatory compliance
- Team leadership
- Process improvement
- Coaching methodology
Certification
"Art coaching". International training company Osnova. 2024 "Strategic management". Laba. 2018
"Business analyst". Web academy. 2017
Timeline
Head of Quality Assurance
PIN-UP.Tech
04.2019 - 12.2021
Head of Quality Assurance Department
Lucky Lubs (Gambling)
07.2014 - 07.2017
Head of Customer Service Department
JSC Encom-Group (Energy service company)
05.2010 - 07.2011
Proffesional Certification - Auditor of Quality Management Systems - ISO 9001:
Bureau Veritas
M.D. - Sociology And Psychology
Mykola Gogol University