Катерина

Kateryna Zahrebelna
Team Lead
[open contact info](look above in the "contact info" section)| [open contact info](look above in the "contact info" section) | Hradec Kralove, Czech Republic

Summary
Results-driven Team Lead leveraging 8 years of experience in Customer Service, with 5 years of dedicated
leadership in Quality Assurance and Process Optimization. Expert in utilizing AI and chatbot automation to reduce
repetitive tickets by 25%. Proven track record in surpassing performance benchmarks through data-driven
strategies and SOP governance. Skilled in elevating team performance, operational efficiency, and overall
customer satisfaction.
Experience
Beliani, Poland | 2023 – January 2026
Team Lead (Centre of Excellence, Customer Support) | February 2024 – January 2026
• Managed team of 8 Quality Analysts, maintaining QA standards and driving continuous workflow
improvements.
• Spearheaded Client-Facing AI Automation: Developed and deployed an external chatbot by designing new
workflows, reducing repetitive client tickets by 25%.
• Customized and implemented an internal AI to serve as an agent-facing knowledge base, significantly
enhancing agent efficiency and information retrieval.
• Designed and launched a department-wide Google Site to centralize knowledge sharing and enhance
internal communication.
• Streamlined SOP governance, supporting an 18% increase in operational efficiency.
• Conducted finance analysis to ensure accurate refund processing and compliance.

Business Process Controller (Customer Support) | October 2023 – January 2024
• Facilitated onboarding workshops, ensuring smooth integration of new team members.
• Championed a culture of continuous improvement by leveraging data analysis and leading targeted
initiatives.

Majorel (formerly Arvato), Poland | 2022 - 2023
Senior Quality Specialist
• Drove a substantial improvement in KPIs through detailed performance analysis and coaching.

Education
Vinnytsia State Pedagogical University, Ukraine
Master's Degree in Philology | September 2009 – June 2014.

Skills
PROJECT & PROCESS MANAGEMENT: AI & Chatbot Implementation, Change Management, Strategic Execution,
SOP Governance & Continuous Improvement, Kanban, Asana.
LEADERSHIP & TEAM DEVELOPMENT: Team Leadership & Mentorship, Quality Management & Assurance,
Stakeholder Communication.
SOFTWARE & TOOLS: Power BI, Google Workspace, Office 365, Ticketing Systems, ChatGPT, Gemini, Copilot.
LANGUAGES: Ukrainian (Native), English (C1), Russian (C2), Polish (С1), German (B2), Czech (A2).