Катерина

Kateryna Zahrebelna
Customer Experience Analyst & Quality Coach
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Szczecin, Poland
Summary
Customer Experience Analyst & Quality Coach with 8 years in Customer Service, including 5 years of dedicated
leadership in Quality Assurance and Process Optimization. Expert in leveraging AI and chatbot automation to
reduce repetitive tickets by 25% and drive improvements in CSAT, DSAT, and NPS scores. Proven success in
leading quality transformation through robust SOP/WI governance and mentoring teams.

Experience
Beliani, Poland | 2023 – January 2026
Team Leader (Centre of Excellence, Customer Support) | February 2024 – January 2026
• Guided the Quality Analysts team, formulating and executing workflow optimization strategies aligned with
Continuous Improvement principles.
• Refined quality assurance protocols based on performance data and customer feedback, driving improved
service standards.
• Developed and governed comprehensive SOPs, WIs, and GUIs to ensure operational consistency and
adherence to best practices.

Business Process Controller (Customer Support) | October 2023 – January 2024
• Designed and facilitated 10+ high-impact onboarding and process-oriented workshops to standardize
workflows and accelerate new team members’ integration.
• Championed a culture of continuous improvement by leveraging data analysis and leading targeted
initiatives.

Majorel (formerly Arvato), Poland | 2019 - 2023
Senior Quality Specialist & Performance Coach
• Drove significant KPI improvements by providing individualized coaching sessions and data-driven
performance analysis to guide advocate development.
• Conceptualized and delivered 20+ specialized soft skills workshops (focusing on sales advocacy),
successfully upskilling teams in advanced retention and communication techniques.
• Reduced DSAT rate by 15% through targeted coaching initiatives, leveraging feedback loops to correct
systemic quality issues.
• Elevated sales KPI conversion rates by training advocates on consultative selling methodologies.

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

Skills
QUALITY ASSURANCE & ANALYTICS: Quality Control & Compliance, Performance Analytics & Data Evaluation
(CSAT, DSAT, NPS), Data-Driven Coaching, Power BI.
COACHING & TRAINING: Training & Workshop Facilitation, Team Coaching & Mentorship, Soft Skills Development,
Onboarding.
PROCESS & IMPROVEMENT: Standard Operating Procedures (SOPs & WIs), AI & Chatbot Implementation.
SOFTWARE & TOOLS: Google Workspace, Microsoft 365, Ticketing Systems, ChatGPT, Gemini, Copilot.
LANGUAGES: Ukrainian (Native), English (C1), Russian (C2), Polish (С1), German (B2), Czech (A2).