My name is Kateryna and I am a specialist in building and driving Customer Service Departments from Ukraine.
I have extensive customer care experience and managing capabilities I have developed while working in a fast-growing international IT Company.
In addition, I have a Master degree with honor in Marketing, fluent English and real knowledge of customer needs because I’ve worked with clients on different markets: B2B consulting, real estate, HoReCa and IT.
I believe I can make a valuable contribution to the efficiency and success of any company.
Work history
Customer Support Department manager
- Kyiv, UkraineFull Time
- Building and driving call center team, support team, supervisors and managers (over 30 people
under my supervision);
- Strategic planning using data analysis;
- Developing websites policy, content writing, developing order processing procedures;
- Giving technical tasks to the IT department regarding CRM system development;
- Describing bugs after update releases, sending for fix to the QA Department;
- Interviewing and hiring employees;
- Creating training materials, conducting tutorials for newbies, trainings for oldies;
- Setting KPIs to achieve the highest quality of customer service on market;
- Dealing with disputes, charge-backs, complains and problematic customers;
- Promoting employees;
- Weekly schedule forming;
- Salary issuing, adding fines and bonuses;
- Building a sales team for face to face sales on other project;
- Hiring remote stuff from India and Philippines for other project.
Customer support agent
- Kyiv, UkraineFull Time
- Customer support of English speaking clients;
- Order processing, converting inquiries into paid orders;
- Handling chats, calls, emails, and messages in the CRM system.
Skills
- Department Leadership
- Team Managament
- Microsoft Officce
- Internet Expert
- CRM Experience
- Advanced Communication
- Multicultural Sensitivity
- Empathy
- Pressurised Environments
- Criativity
Education
Post-graduate diploma in Marketing Research Management
- Kyiv, Ukraine
certificate №171/13, field research, statistics are majors.
Master
- Kyiv, Ukraine
Degree with honor, Marketing major subject