Open to Opportunities

Contact Center Leader,Building Teams,Driven by Results

I've spent 17 years supervising and developing contact center teams at companies like Universal Orlando Resort and Asurion. My focus is coaching agents to hit KPIs, building systems that improve quality, and growing people into leaders. I have been recognized multiple times for top performance.

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Yev Borodkina
17+
Years in Contact Center Leadership
27
Max Team Size Managed
2x
Top Coach Award
🎯Contact Center Operations
🏆Diamond Epic Achiever 2025
🤝On-Site & Remote Teams
📍Orlando, FL — Remote-Ready
✅Lean Yellow Belt Certified

About Me

I've been leading contact center teams for over 17 years, working my way through frontline leadership at AT&T, into supervisory roles at Asurion, and most recently as a Guest Contact Center Supervisor at Universal Orlando Resort. Along the way I've managed teams ranging from 12 to 27 agents, both on-site and remote.

Some of my work that I'm most proud of: at Asurion I received the Top Coach Award twice (2017 and 2019) and the Top NPS Team Award in 2019. At Universal Orlando, I led the rollout of AmplifAI e-learning and contributed to a new performance dashboard with upper management. I finished 2024 ranked at the top of the organization and was awarded the Diamond Epic Achiever in 2025.

My approach to leadership is straightforward: I coach consistently, hold people accountable with documentation and clarity, and invest in the people who show up. I run bi-weekly one-on-ones, participate in quality calibrations, and give real-time feedback in the field. I also take genuine satisfaction in helping team members grow into supervisors themselves.

I'm looking for a senior contact center leadership or operations role where I can bring structure, coaching rigor, and a track record of team performance to an organization that takes culture and accountability seriously.

📍 Orlando, FL
✉ yevgeniab@outlook.com
💼 LinkedIn Profile
Yev Borodkina

Experience

Universal Orlando Resort
GCC Supervisor
2022 – Present
📍 Orlando, FL
Supervise the Guest Contact Center team across Annual Pass, Online Ticket Store, Group Sales, and UO Switchboard, supporting roughly 165 inbound agents. Run bi-weekly one-on-one coaching sessions, analyze AHT/ACW/Hold Time metrics, and implement corrective actions. Led the Supervisor Onboarding Project, AmplifAI e-learning rollout, and co-developed coaching behavior trees for the AmplifAI platform. Earned the Diamond Epic Achiever Award in 2025 for top performance in 2024.
Asurion
Network Success Supervisor
2021 – 2021
📍 Orlando, FL
Organized and delegated daily activities for case managers handling appliance repair tickets via ServiceBench and QuickBase. Monitored individual and team KPIs, conducted weekly phone audits, and ensured agents met quality standards per client contracts. Managed hiring interviews and agent recognition through the ACE platform.
Asurion
PSS Operations Supervisor
2017 – 2021
📍 Orlando, FL
Led daily operations for technical support and sales teams serving AT&T, Verizon, Fios, Yahoo, and AOL clients. Coached agents through change management, tracked FMLA attendance and scheduling, and delivered quarterly business reviews to upper leadership. Mentored agents into leadership roles and helped onboard new supervisors. Won Top Coach (2017, 2019), Top NPS Team (2019), and Top Quality Team (2018) awards.
Asurion
Premier Support Solutions Peer Advisor
2016 – 2017
📍 Orlando, FL
Served as a peer advisor supporting technical support call center operations during initial onboarding period at Asurion, building foundational knowledge of processes and performance standards before moving into a full supervisory role.
AT&T Mobility
Receivables Management Collections Team Lead
2006 – 2016
📍 Orlando, FL
Mentored new hires and led team presentations on policies and procedures. Supported leadership in achieving performance targets through consistent coaching and call monitoring. Received the 2014 and 2015 Platinum Winners Circle Award for being in the top 10% of performers across the organization.

Education

🎓
University of Central Florida
B.S. in Business Administration
2010 – 2012
Won First Place in the Great Capstone Case Competition out of 125 competing teams, contributing industry and strategic analyses for Target Corporation.
🎓
Valencia College
A.A. in Accounting
2003 – 2005
GPA 3.2. Dean's List for four semesters.

Skills

Leadership & Supervision
Team SupervisionPerformance CoachingOne-on-One CoachingOnboardingChange Management
Operations & Analytics
KPI AnalysisAHT/ACW/Hold TimeQuality CalibrationSchedulingFMLA Management
Sales & Support
Inbound SalesTechnical SupportNPS ManagementCustomer ExperienceCall Monitoring
Tools & Platforms
AmplifAIServiceBenchQuickBaseACE Recognition PlatformMicrosoft Office
Certifications
Lean Yellow Belt (Asurion)LinkedIn Learning: Difficult ConversationsTask Prioritization

Initiatives & Wins

AmplifAI Coaching Behavior Trees
AmplifAI Coaching Behavior Trees
Collaborated with upper management to design and develop coaching behavior trees for the AmplifAI e-learning platform used across the Universal Orlando Guest Contact Center. The framework provided supervisors with structured coaching pathways tied directly to agent performance data.
CoachingE-LearningAmplifAI
Supervisor Onboarding Project
Supervisor Onboarding Project
Led a strategic initiative to standardize the onboarding experience for new contact center supervisors at Universal Orlando. Created structured shadowing sessions and learning materials to accelerate time-to-effectiveness for incoming supervisors.
OnboardingLeadership DevelopmentProcess Design
Diamond Epic Achiever 2025
Diamond Epic Achiever 2025
Recognized by Universal Orlando Resort with the Diamond Epic Achiever Award for finishing 2024 as a top performer across the Guest Contact Center organization. The award reflects sustained KPI achievement and operational leadership throughout the year.
AwardPerformanceUniversal Orlando

Let's Connect

If you're looking for a contact center leader who can step in, build accountability systems, and actually develop your team, I'd like to talk. Reach out and let's find 30 minutes.

✓17+ years of contact center leadership experience
✓Proven coaching systems that move KPIs
✓Available for senior ops or supervisor roles
✉
Email
yevgeniab@outlook.com
💼
LinkedIn
Connect with me

FAQ

I'm looking for senior contact center leadership or operations roles, including titles like Senior Supervisor, Operations Manager, or Team Development Lead. I'm open to both on-site and hybrid environments, and I have experience managing both on-site and remote teams.
I run structured bi-weekly one-on-ones and pair those with call monitors and daily in-the-game feedback. I believe coaching only works when it's consistent and documented. I track performance data weekly and use it to drive focused conversations, not just to point out problems.
I've worked in entertainment hospitality (Universal Orlando), consumer tech insurance (Asurion), and telecommunications (AT&T). Across all three I've managed inbound call centers handling sales, technical support, and customer service. I'm comfortable with high-volume environments and complex multi-client operations.
I'm am open to new opportunities and can discuss timelines depending on the role and organization. I'd encourage you to reach out so we can have an initial conversation about fit before getting into logistics.
I do my best work in organizations that take leadership development seriously and give supervisors the tools and authority to actually coach their teams. I'm drawn to companies with clear performance expectations, a culture of accountability, and room for someone like me to make a real operational impact.