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Kateryna K.
Customer Support & Operations Specialist
[открыть контакты](см. выше в блоке «контактная информация») [открыть контакты](см. выше в блоке «контактная информация») Kyiv, Ukraine @kkasljob

Summary
Organized and responsible professional with over 8 years of experience in customer service and operational management. Experienced
in team coordination, internal process optimization, and decision-making in complex situations. Skilled at handling high workloads,
meeting deadlines, and ensuring consistent quality outcomes. Open to new professional directions, quick to learn, and adaptable to
change. Eager to take on roles outside my previous experience and grow in new fields.

Details
Work format: Remote /​Hybrid (tools available for remote work and power outages)
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Employment type: Full-time /​Part-time /​Contract /​Project-based
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Schedule: Flexible /​Shift /​Full-time
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Night shifts: Up to 20% of monthly workdays
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Willingness to travel: Yes
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Expected salary: Negotiable
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Availability: Immediate
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Professional Experience
Reception Department Manager, Hotel - 100 rooms 03/2020 – 09/2025
Built and maintained a stable, customer-focused team through full-cycle recruitment, onboarding, and
• Kyiv, Ukraine
employee support.
Ensured smooth operational processes by effectively coordinating the team and distributing workloads,
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directly impacting service reliability.
Developed and implemented internal procedures and service standards.
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Maintained high and consistent customer satisfaction scores (8.5–9.0 /​10) through team and process
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management.
Supported operational stability during crisis periods (COVID-19, military conditions).
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Made operational decisions and handled customer escalations in complex and high-pressure situations.
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Senior Administrator, Hotel - 100 rooms 04/2016 – 04/2024
Kyiv, Ukraine

Courses
Completed trading courses and currently applying knowledge through personal trading while preparing for professional certification
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exams.
Developing skills in market analysis, risk management, and financial decision-making.
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Actively expanding expertise in finance and trading as part of continuous learning.
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Education
Kyiv National University of Trade and Economics, Bachelor’s in Hospitality Management

Languages
English Ukrainian Russian
B2 Native Fluent

Skills
Operations Coordination CRM & Internal Support Systems
Multitasking & Deadline Management Conflict Resolution
Analytical Thinking Google Workspace (Docs, Sheets, Drive)
Video Conferencing Tools (Zoom, Google Meet) Team Management
High-Pressure Workload Management Quality Control & Process Optimization
Internal Reporting Attention to Detail & Data Accuracy
Task & Project Management Tools (Trello, Asana, Jira, Notion) AI Tools for Task Automation & Process Optimization