Kateryna

Kateryna Stiepierieva
[відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | Odesa, Ukraine

Education __________ ​

Bachelor of Applied Linguistics National Aerospace University "Kharkiv Aviation Kharkiv, Ukraine
Institute"

Skills __________ ​
​

• Hands-on experience with support platforms: Kayako, Sprout Social, Ubersmith, Toolkit
• Proficient in handling support via live chat, email, tickets, and social media
• Confident working with CRM and internal knowledge base tools such as Confluence and documentation in
Google Docs
• Experience in handling policy enforcement, abuse reports, and compliance investigations
• Familiarity with DMCA takedown processes and intellectual property rights enforcement
• Proficient in managing escalations and conflict resolution in a legal context
• Strong attention to detail and analytical skills for reviewing complex reports and evidence
• Multitasking and prioritizing investigations under tight deadlines
​

Experience __________

Customer Support Representative WhiteBit 09/2021 - 02/2022

• Assisted clients in completing KYC/AML verification, including document review, troubleshooting, and status
updates.
• Resolved a wide range of user inquiries related to deposits, withdrawals, transaction delays, trading issues, and
account access
• Provided multi-channel support via live chat, ticketing system, and Telegram (public and private support
channels).
• Educated users on platform features, including spot and margin trading, staking, security tools, and 2FA setup.
• Monitored platform updates and announcements to ensure up-to-date communication with users.​

Customer Support Representative Namecheap 07/2022 - Current

• Investigated and processed abuse reports related to phishing, spam, malware, copyright infringement, and other
violations of Namecheap’s Acceptable Use Policy.
• Handled DMCA takedown requests, cease and desist notices, and trademark complaints in compliance with U.S.
and international law.
• Used tools like Kayako, Confluence, Sprout Social, Flock and Google Docs for case tracking, documentation, and
internal communication.
• Reviewed domains and hosting accounts for suspicious or illegal activity by accessing server file structures,
inspecting website content, and analyzing DNS records.
• Provided support to law enforcement and legal entities by preparing documentation and evidence when
requested.​

Languages __________ ​

E

• English - Upper-Intermediate(B2);
• Ukrainian - Native proficiency;
• Russian - Native proficiency;
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