Катерина

Kateryna Masliuk
[open contact info](look above in the "contact info" section)

Work experience LLC IrisInvest July 2023 – Present
Business Analyst Internship

 Conducted root cause analysis to formulate countermeasures to business
mistakes and improve operations.
 Cooperated with project partners to develop system analysis and new
system design based on client specifications.
 Delivered clear, actionable observations and offered targeted
recommendations for business improvement.
 Built reporting suite and associated tools for delivering comprehensive
data for different needs.

LLC Stanro April 2019 — Present
Client Support Manager
 Respond to customer queries in a timely and accurate way, via phone,
email or chat;
 Identify customer needs and help customers use specific features;
 Assist in training junior Customer Support Representatives;
 Maximised customer engagement and satisfaction by delivering excellent
customer service.
 Handled customer concerns and escalated major issues to supervisor.

LLC Hearing factory March 2018 — March 2019
Branch director
 Implemented digital transformation strategy to increase productivity and
streamline operations.
 Boosted customer base, acquiring new customers and identifying needs to
deliver relevant products.
 Conducted customer feedback surveys to improve service levels.
 Mentored staff to increase sales success and productivity.
 Performed appraisals for branch staff and made training
recommendations to develop capabilities and skills.

LLC Your hearing is our care September 2017 — February 2018
Head of the department of cooperation with partners

 Cultivated long-lasting client relationships by proactively contacting
them, networking and providing hard-to-miss loyalty promotions on
products.
 Stayed updated on competitor activity, trends, threats and money-making
opportunities through daily networking and research.
 Stayed updated on sales and marketing trends by attending regular
development training, researching and networking.
 Developed positive, collaborative working environments, maximising
team drive and commitment to achieving sales targets.
 Worked with marketing teams to develop creative and compelling
marketing material to aid sales activities.
 LLC Your hearing is our care December 2014 — August 2017
Sales manager
 Diffused challenging situations using conflict management techniques.
 Trained and mentored employees to maximise team performance.
 Inspected products and services to comply with quality standards.
 Explored and created new ways to resolve problems with processes,
technology or team members to improve overall efficiency.
 Organised files to support efficiency and traceability.


Qualifications Languages:
-Ukrainian - С2
 Google Analitics; -Russian - С2
 SQL; -English -С1
 Java; -Polish - B2
 Git; -German – B1
 HTML;
 CSS;
 Excel;
 Power BI;
 Confluence;
 Draw.IO;
 Figma;
 Lucidchart

Education
Master Engineer September 2008 — June 2014
Kyiv Polytechnic University named after Sikorsky

Audiologist February 2016 — June 2016
Institute of Otolaryngology named after Kolomiychenko

Java programming September 2018 — February 2019
LLC Main Academy

SMM, SEO basics June 2017 — September 2017
LLC Institute of Information Technology

Administration manager September 2021 — June 2023
LLC TEB Edukacia

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