Катерина

Kateryna Zahrebelna
Customer Service & Process Specialist
Project Coordination · Operations · Continuous Improvement
[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 professional with experience coordinating cross-functional projects, including AI and process
improvement initiatives, with focus on planning, execution, and delivery. Strong background in workflow
optimization, stakeholder communication, and end-to-end delivery of internal projects, including automation
and knowledge management initiatives.
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.
• Planned and coordinated a client-facing AI chatbot initiative from concept to rollout, aligning stakeholders
and designing workflows that reduced repetitive tickets by 25%.
• Customized and implemented an internal AI to serve as an agent-facing knowledge base, significantly
enhancing agent efficiency and information retrieval.
• Coordinated the design and launch of a department-wide Google Site, ensuring timely delivery, content
alignment, and adoption across teams.
• Streamlined SOP governance, supporting an 18% increase in operational efficiency.
• Conduct 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.
• Monitored progress of process-related initiatives, leveraging data analysis to ensure alignment with
timelines, quality standards, and expected outcomes.

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, Workflow Design, Change Management,
Strategic Execution, SOP Governance & Continuous Improvement, Service Standardization, Kanban, Asana.
LEADERSHIP & TEAM DEVELOPMENT: Team Leadership & Mentorship, Quality Management & Assurance,
Stakeholder Communication.
SOFTWARE & TOOLS: Power BI, Google Workspace, Microsoft 365, Ticketing Systems, ChatGPT, Gemini, Copilot.
LANGUAGES: Ukrainian (Native), English (C1), Russian (C2), Polish (С1), German (B2), Czech (A2).