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Kateryna Martynova

Customer Support Coordinator

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  • LevelSenior
  • LocationUkraine
  • AvailabilityLocked Pro Plan feature
  • ProfessionsProject Manager - Client Services Coordinator - Business Development Consultant

About me

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.

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Skills

  • Department Leadership
  • Team Managament
  • Microsoft Officce
  • Internet Expert
  • CRM Experience
  • Advanced Communication
  • Multicultural Sensitivity
  • Empathy
  • Pressurised Environments
  • Criativity

Work history

2017

Customer Support Department manager

JBW Soft

Mar 2015 - Jun 2017
  • Kiev, Ukraine
  • Full 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.

2015

Customer support agent

Wentrum

Sep 2014 - Feb 2015
  • Kiev, Ukraine
  • Full Time
  • - Customer support of English speaking clients; - Order processing, converting inquiries into paid orders; - Handling chats, calls, emails, and messages in the CRM system.

Education

2014

Post-graduate diploma in Marketing Research Management

Ukrainian Marketing Association

Sep 2013 - Jun 2014
  • Kiev, Ukraine
  • certificate №171/13, field research, statistics are majors.

2014

Master

National Technical University of Ukraine “Kyiv Polytechnic Institute”

Sep 2009 - Jun 2014
  • Kiev, Ukraine
  • Degree with honor, Marketing major subject