Kovalchuk Kateryna
Female, 23 years, born on 6 September 1995
+380 --— preferred means of communication
Skype: katerina_kl12
LinkedIn: https://www.linkedin.com/in/kateryna-kovalchuk-76908b149
Reside in: Kyiv
Citizenship: Ukraine, work permit at: Ukraine
Not ready to relocate, ready for rare business trips
Desired position and salary
Customer service manager
IT, Internet, Telecom
• Software Development
• Support, Helpdesk
Employment: part time, full time
Work schedule: remote working
Desired travel time to work: any
Work experience — 1 year 11 months
July 2018 —
October 2018
4 months
MobiChord
Kyiv
3rd level support engineer
ServiceNow technical engineering
March 2018 — June
2018
4 months
Nextiva
Customer Service Manager
- leading agents to resolution of the customers' issues while holding them accountable on the basic
troubleshooting steps;
- making sure calls are productive and customers receive amazing service;
- creating positive sense of urgency and positive environment on the support floor;
- responsibilities for the calls and cases quality management;
- following up with the agents on the internal coachings, customers' surveys, QAs and feedbacks from other
departments;
- completing 1 on 1s with agents each month;
- taking the escalations and addressing them to the right departments;
- creating and completing special projects, such as trainings and internal activities.
October 2017 —
March 2018
6 months
Nextiva
Kyiv, nextiva.com
Voip Technical Support Specialist
- providing amazing service to customers over the phone and email;
- setting up VoiP accounts and features;
- troubleshooting customers' network with remote sessions;
- escalating the issues to higher departments if needed.
April 2017 —
October 2017
Helpware
Resume updated 1 August 2019 at 20:30
7 months
Kyiv, helpware.io
CS Tier 2 Rep / Team Training Lead
- categorizing new tickets;
- answering new and open tickets;
- fixing customers' issues with troubleshooting steps and crediting tools;
- preparing weekly reports with all product issues sum up for the project manager;
- training newcomers and involving them in the current workflow.
December 2016 —
April 2017
5 months
Samsung Electronics
Ukraine, www.samsung.com/ua
Online Support Representative
- providing customers with the technical support and
manual instructions about Samsung technics.
Education
Bachelor
2016
Kiev National University of Trade and Economics, Kyiv
Economy, management and law, Commercial Law
Key skills
Languages
Skills
Ukrainian — Native
English — C2 — Proficiency
Spanish — A1 — Basic
Russian — C2 — Proficiency
VoIP
Leadership Skills
Analytical skills
Strategic And Efficient Planning
Customer Relationship Management
Working Day Scheduling
CRM
Quality Control
Interpersonal skills
Customer Service
Communication skills
Networking
Conflict resolution
Google Docs
Further information
About me
Passionate, engaging, and attentive customer service manager with customer-oriented approach.
Seeking to use my experience and skills to build an outstanding customer service and receive new
knowledge for the personal and professional growth.
Kovalchuk Kateryna • Resume updated 1 August 2019 at 20:30
