Катерина

Katherine Shokun
Customer Support Specialist
katherine.shokun​@gmail.com [открыть контакты](см. выше в блоке «контактная информация») Lutsk, Ukraine

Summary
A customer-focused support professional with over 2 years of experience in customer support and email
inquiries. Proficient in English (B2+), with strong written communication skills, attention to detail, and the
ability to handle multiple conversations at once. Experienced with CRM systems (Zendesk) and comfortable
working alongside AI tools to improve workflows. Ready to provide high-quality support via chat and help
document scenarios for AI chatbot improvement.

Professional Experience
Claim Specialist, MYFLYRIGHT GmbH 09/2022 – 05/2024
Provided customer support in a fast-paced international environment. Remote
Provided support via email and Zendesk, handling 40-60+ customer inquiries
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daily with clear, polite, and solution-oriented communication.
Maintained and updated customer records in CRM system, ensuring accurate
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documentation of all interactions.
Handled multiple conversations simultaneously, prioritizing effectively to meet
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response time expectations.
Demonstrated strong attention to detail when reviewing customer data and
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documenting case information.
Worked alongside AI tools (ChatGPT, Claude) to draft responses and improve
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workflow efficiency.
Documented recurring issues and contributed insights to improve processes.
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Customer Support Representative, Skycall 11/2019 – 01/2020
Built foundational skills in customer communication and problem-solving. Kyiv, Ukraine
Handled a high volume of customer inquiries via phone and email.
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Developed strong communication skills and a customer-focused mindset.
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Self-Employed Pet Groomer & Business Manager 07/2024 – 04/2026
Independently managed all aspects of a service business - client service, operations, Lutsk, Ukraine
and finance.
Customer service & communication: Managed all client interactions, from initial
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inquiries to follow-ups, ensuring a positive experience.
Business management & operations: Built and managed the business from
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scratch - scheduling, workflow planning, service delivery, and quality control.
Financial management: Handled pricing, invoicing, expense tracking, and basic
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financial record-keeping.
Marketing & client acquisition: Managed social media presence and client
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outreach to attract and retain customers.
Demonstrated full ownership, autonomy, and the ability to run a business
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independently.

Skills
Support: Email Support, CRM (Zendesk), Multitasking, Case Documentation
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AI Tools: ChatGPT, Claude — drafting responses, improving workflows
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Soft Skills: Clear & Polite Communication, Solution-Oriented, Attention to Detail, Fast Responder
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 Languages: English (B2+ /​Upper-Intermediate), Ukrainian (Native), Chinese (basic)
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Education
Bachelor's Degree in Chinese Philology, Kyiv National Linguistic University 09/2017 – 06/2022

Additional

Fully equipped for remote work with stable internet and backup power supply
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Available for 2/​2 schedule, 12pm-9pm Ukraine time (10am-7pm Portugal time)
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Comfortable working with AI tools and helping improve chatbot responses
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