Катерина

KATERYNA YOSHIDA-LYSENKO
ERP / Business Operations Analyst (Trainee)
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

Profile
Operations and Customer Support Specialist with 3+ years of experience in SaaS and international service
environments, currently transitioning into ERP and Business Systems Analysis. Experienced in investigating
payment and billing issues, documenting operational processes, and collaborating with cross-functional teams
to resolve complex cases.
Skilled at identifying recurring operational problems, structuring information, and improving internal workflows
through clear documentation and communication. Currently studying Data Analytics (SQL, Tableau) and
developing knowledge of business systems and ERP-related processes.
Motivated to start a career in the Microsoft Dynamics 365 ecosystem and contribute to analyzing business
processes, supporting ERP implementations, and improving operational efficiency.

WORK EXPERIENCE
Account Manager/Operations Manager, OBRIO 04/2025 – Present | Remote
Managed customer payment and billing inquiries via Zendesk for subscription-based mobile applications
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Investigated payment failures, declined transactions, and subscription issues
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Processed refunds, chargeback-related requests, and subscription cancellations in accordance with internal
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policies
Monitored recurring payment issues and escalated technical or payment-related incidents to internal teams
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Maintained high SLA response standards while ensuring high-quality customer communication
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Documented recurring issues and contributed to improving internal knowledge base and operational
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workflows
Analyzed recurring billing and payment issues to identify operational patterns and improve customer
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experience

Customer Support Representative (Sales), 2023 – 2025 | USA
Princess Cruises
Handled high-volume customer inquiries via phone and email in an international environment
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Assisted customers with bookings, payments, billing inquiries, and transaction-related questions
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Resolved payment and refund requests while maintaining compliance with company policies
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Collaborated with internal departments to resolve customer issues efficiently
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Maintained detailed documentation of customer interactions and transaction cases
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Front Desk & Administration Officer, 2022 – 2023 | USA
Princess Cruises
Served as a primary point of contact in a high-volume international environment
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Resolved complex customer issues and coordinated escalations
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Maintained accurate documentation and internal reports
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Worked in a fast-paced, shift-based environment with high responsibility
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Customer Support Consultant, SupportYourApp 2021 – 2022 | Kyiv
Provided customer support via email and chat for international clients in a ticket-based system
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Communicated with customers in English on a daily basis
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Escalated technical and payment-related cases to relevant departments when necessary
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Night Manager, Hilton Hotel&Resort 2018 – 2020 | Kyiv
Managed overnight operations and served as the main escalation point during night shifts
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Handled customer complaints, urgent requests, and conflict situations
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Ensured service quality and customer satisfaction under pressure
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EDUCATION
Bachelor's Degree, Kyiv National Aviation University
Tourism Management

Master in Education Technology, Northwest Normal University in China, Lanzhou city

SKILLS
Customer Support Operations Mentoring
Payment Operations Billing & Subscription Management
Process Documentation Problem Solving

TOOLS
Microsoft Excel
Microsoft 365
Ticketing & CRM systems
Google Sheets
Zendesk
SQL (basic – learning)
Tableau (learning)
Notion
Scrum
Agile / Scrum (Basic knowledge)

LANGUAGES
Ukrainian English Chinese Japanese
Native B2+ Upper-Intermediate Intermediate (N4)
(HSK 5)

COURSES
Data Analytics Course (In Progress), GoIT 02/2026 – Present
Data analysis fundamentals
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SQL basics
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Data visualization
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Tableau
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Analytical thinking and data interpretation
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