Особисті дані приховані

Kateryna Fedorova
Customer Service Representative | Customer Support Specialist
Antalya, Turkiye | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Customer Support professional with 4+ years of experience assisting customers by phone, email, and chat. Skilled in
troubleshooting hardware and software issues, managing customer data in CRM systems, and working with remote support
tools and Jira. Additional background in Manual QA, including QA documentation, testing, and process improvement. Strong
problem-solving, communication, and organizational skills with a solid understanding of Agile methodologies.
CORE SKILLS
Customer Support | Customer Service | Technical Troubleshooting | CRM Systems | Remote Support | Customer Data
Management | Team Leadership | Manual QA | QA Documentation
Jira | Postman | SQL | REST API | JSON | HTTP | Browser DevTools | HTML | CSS | Excel | Google Sheets | Agile | Scrum |
Kanban
PROFESSIONAL EXPERIENCE
Client Support Team Lead, Siafu Platform March 2022 - January 2023
• Supervised a team of support specialists: task assignment, workflow coordination, onboarding, quality control, and escalation
support.
• Organized and systematized a hospital client database, ensuring accurate and consistent customer data in the CRM system.
• Managed client information in the CRM, including data updates, verification, and quality control.
• Identified workflow issues and implemented process improvements that streamlined support operations and improved team
efficiency.
• Supported team members on complex customer cases and resolved escalated issues.
• Contributed to the development and standardization of internal support processes and documentation.
Client Support Specialist, SM-Marinados September 2021 - December 2021
• Identified customer needs and advised customers on products and services.
• Resolved customer complaints, questions, and service issues by phone and email.
• Created, maintained, and operated customer databases, ensuring data was correctly stored and retrieved.
General Manager, Smaugy October 2019 - September 2021
• Provided customer support via phone, email, and chat, including inquiry handling and technical troubleshooting.
• Developed and implemented sales plans to expand the customer base and increase customer retention.
• Presented sales, revenue, and expense reports to management.
• Monitored sales team performance and supported team motivation and development.
• Conducted product demonstrations and test sessions to support successful customer adoption.
EDUCATION
Master's Degree in Secondary Education (History) September 2019 - December 2020
V.O. Sukhomlynsky Mykolaiv National University
CERTIFICATIONS AND COURSES
Quality Assurance Certificate - SkillUp | English Course - 12Project | HTML/CSS Marathon - GoIT
LANGUAGES
Ukrainian - Native | Russian - Native | English - B2 | Turkish - A2