Kateryna

KATERYNA PAZHYNA
Customer Support Specialist

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Languages: Ukrainian (native), Russian (native), English (B1)

PROFESSIONAL SUMMARY
Customer Support Specialist with a strong background in consulting, psychology, and user
communication. Experienced in handling sensitive and complex user requests through
empathic listening, structured dialogue, and clear clarification of needs. Skilled at building
trust, reducing tension, and guiding users toward informed decisions while maintaining a
calm, supportive tone. Adept at onboarding users, managing ongoing communication, and
creating a sense of safety that increases satisfaction and retention. Fast learner, detail-
oriented, and highly adaptable to user-centered digital products and support
environments.

CORE SKILLS
Customer Communication & Support: empathic listening, active questioning, conflict
de-escalation, trust-building, user guidance
User Care & Retention: emotional support, handling sensitive topics, loyalty building,
long-term user relationships
Process & Coordination: onboarding support, task follow-through, adaptation facilitation,
structured workflows
Analytical & Consulting Skills: needs analysis, insight extraction, solution-oriented consulting
Tools & Collaboration: Google Docs, MS Office, ChatGPT, Zoom, Google Meet, Miro, Xmind,
Canva, Pitch, Splice

PROFESSIONAL EXPERIENCE
Psychology & Sexology Consultant
2025 — Present

Built trusting, confidential communication with clients, ensuring users felt safe, heard,
and supported even in emotionally sensitive situations
Identified real client needs through clarifying questions and deep listening, enabling
tailored recommendations and effective problem resolution
Supported users in decision-making processes by translating complex emotional states
into clear, actionable steps
Conducted ongoing communication with clients, maintaining engagement and repeat
consultations through a personalized approach
Combined psychological expertise with structured thinking to guide users calmly
through challenging conversations
PROFESSIONAL EXPERIENCE
Founder & Mentor — Pazhyna School (Online Education Project)
Over 5,000 students worldwide, with a strong focus on theory, process logic, and
customer-oriented results.
2021 — 2025

Created and scaled an online educational product from scratch, managing the full user
journey from onboarding to course completion
Provided continuous support to students, resolving organizational, emotional, and
learning-related issues to improve engagement and completion rates
Built long-term relationships with users through consistent communication, motivation
support, and clear guidance
Handled daily user inquiries, feedback, and concerns, ensuring a positive and supportive
learning experience
Designed learning materials and interaction scenarios focused on clarity, accessibility,
and user comfort
Worked closely with users to overcome fears, doubts, and frustration, increasing
satisfaction and trust in the product

EDUCATION

Ukrainian Institute of Cognitive Behavioral Therapy
2025
Basic CBT Skills for Counseling and Coaching

National Institute of Sexology and Sexual Health 2025
Sexology

Women’s School of Psychology “Woman’s Compass” 2025
Practical Psychology

V. O. Sukhomlynskyi Mykolaiv National University
2007 — 2012
BA in Philology (Ukrainian Language)