4+ years in programming education
Leading student-facing operations where precision, empathy and fast coordination directly shape the experience.
Education operations · Customer care · Process leadership
Liliia
Ermakova
Operations & Client Experience Lead
Human-centered systems
I turn complex education services into clear, reliable, human experiences — connecting teams, clients, documentation and leadership into one smooth operating rhythm.
Why it matters
High-trust operations for high-touch services.
Government project support
Comfortable with structured processes, accountability, reporting discipline and multi-stakeholder communication.
International education context
Built coordination experience inside Synergy University — a large, business-oriented university with global student positioning.
Recognized process stability
Awarded for coordinating business processes and consistently supporting team performance at department level.
My strongest zone is the operational layer most people only notice when it fails: client communication, documentation quality, task flow, team alignment and quick conflict resolution.
Experience map
From front-desk precision to education operations leadership.
Customer Care Operations Lead / Senior Administrator
Moscow School of Programmers
- Leads day-to-day care operations for an education environment where students, families, teachers and management all need clarity.
- Coordinates government-backed project workflows, documentation, communication and follow-through.
- Supports employment and career-related processes, turning requests into structured next steps.
- Creates a stable service rhythm: fast answers, clean information, fewer gaps between departments.
Coordinator · Business Operations Support
Moscow Financial and Industrial University “Synergy”
- Acted as an operational bridge between leadership, managers, documents, approvals and student-service tasks.
- Coordinated document intake, verification, certification, reporting, enrollment control and discount approvals.
- Maintained CRM/data hygiene in Bitrix24, 1C “Akada”, Excel and internal systems.
- Received a commendation for business-process coordination and reliable team support.
Client Operations Specialist
Synergy University
- Managed incoming and outgoing communication across calls and email with a service-first tone.
- Prepared and processed documents, reports and student-facing records with attention to accuracy.
- Built a strong foundation in structured education administration and high-volume client support.
Early front-line operations
ParisLife · Grastin · Children’s Polyclinic №122
- Built hands-on experience in reception, cash discipline, inventory, reporting, medical administration and client consulting.
- Handled real-time conflict resolution in environments where accuracy, calmness and trust are essential.
Capability stack
Broad enough for multiple roles. Sharp enough to create immediate value.
Service & Customer Success
Client communication, expectation management, conflict resolution and warm, confident support.
Operations Coordination
Task routing, process ownership, department alignment and follow-through under pressure.
Documentation & Compliance Mindset
Document verification, reporting, structured records, careful data handling and administrative control.
Education & People Context
Education-sector operations shaped by hospitality training, pedagogy studies and psychological practicum.
Working toolkit
Systems, communication and service quality.
Bitrix24
1C
1C “Akada”
Excel
Word
EMIAS
CRM hygiene
Lead verification
Document flow
Reporting
Inbound / outbound calls
Email communication
5S mindset
Stakeholder management
Education signal
Service mindset + people systems.
Hospitality Business Management
Professional grounding in service quality, client experience and operational standards.
Elementary Education Studies
Pedagogical perspective for explaining, supporting and structuring information clearly.
Psychological Practicum
Applied communication base for empathy, conflict resolution and people-focused support.
Visual profile
Professional presence with a precise, modern edge.
Beyond work
Composure, culture and curiosity outside the office.
Travel
Fresh contexts, fast adaptation.
I love travel because it trains attention, flexibility and the ability to read unfamiliar environments quickly.
Animals
Warmth, patience and trust.
Animals are a grounding part of my life — a reminder that care is built through consistency, not noise.
Art
Visual thinking and taste.
I enjoy art and museums: they sharpen observation, structure and the ability to see patterns behind details.
Diving
Calm under pressure — literally.
I practice diving. It is a discipline of preparation, situational awareness and composure — the same qualities I bring into complex operational work.
Next signal
Looking for an operations person who makes complexity feel simple?
I am open to international roles across operations, customer success, education management, project coordination and administrative leadership.
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