Катерина

Curriculum vitae

PERSONAL INFORMATION Kateryna Kaya
2211. cd, 06794 ETIMESGUT (Turkey)
[открыть контакты](см. выше в блоке «контактная информация»)
[открыть контакты](см. выше в блоке «контактная информация»)

Sex Female | Date of birth 01/10/1988 | Nationality Ukrainian

PREFERRED JOB Customer Support representative / International Sales manager / Tourism / International Buyer
(possible relocation to another country)

WORK EXPERIENCE

12/09/2025– TBOHolidays

Inside Sales Manager Ukraine

- Serve as the primary contact for travel partners, handling inquiries and providing booking
support.
- Conduct outbound calls to follow up with clients, encourage engagement, and reduce churn.
- Assist agents with onboarding, platform guidance, and training to optimize their usage.
- Collaborate with Sales Managers to align on client follow-ups and growth strategies.
- Coordinate with internal teams to resolve client issues and ensure smooth processes.
- Support marketing campaigns and local initiatives, including webinars, client
communications,
- And promotional activities.
- Monitor client activity and analyze trends to identify risks, opportunities, and engagement
gaps.
- Manage administrative tasks such as account setup, documentation, and credit line updates.
- Provide proactive, solution-oriented support to ensure high client satisfaction and retention.
- Report on client activity and engagement, providing insights and feedback to improve sales
performance.

12/09/2022–12/09/2025 TBOHolidays

Senior Operation Executive of European Region

- Assist partner on our product and services promptly via multiple channels (Phone, CRM, live
chat, and email)
- Manage and resolve issues and complaints with high quality resolution.
- Document and classify customer interactions and issues accurately in the appropriate
systems.
- To ensure that performance metrics such as SLAs, FRT, CES, and Quality Score are
consistently met.
- Report on emerging and recurring issues promptly
- Adhere to internal processes and policies when interacting with customers.
- Maintain a positive, empathetic, and professional attitude in all customer interactions.
- Triage case escalations and engage with our partner on phone and email.
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 Curriculum vitae
- Provide high quality resolution and service recovery.
- Demonstrate ownership of issues and collaborate actively with various teams for timely
resolution.
- Document case details accurately and track issues promptly
- Keep customers and stakeholders updated on case progress.
- Build firm knowledge on product, processes, and policies.
- Participate in VOC’s and provide feedback on customer experience.
- Share information and knowledge with team members through clear documentation and
reports
- Contribute actively to meetings and discussions to improve operation efficiency.

28/08/2021–30/06/2022 Jale Tezer College

Primary School / preschool education, Ankara, Turkiye
- Organization of the learning process.
- Curriculum development.
- Interactive classes (reading / BookR)
- Mathematics
- Primary school

24/08/2020–30/06/2021 English Teacher Sevgim Anaokulları

Sevgim Anaokulları (international kindergarten) Ankara, Turkiye
- Organization of the learning process.
- Curriculum development.
- Teaching the English language to children 2 to 6 years old.

01/02/2019–26/03/2020 Customer service representative
Nustay (Danish Software product company), Kyiv (Ukraine)
- -Contacting hotel suppliers in regards reservation/booking details;
- Investigating booking reservation details;
- Providing relevant parties with necessary information (suppliers, clients, management, 1st level
of support);
- Making new booking reservations.
- As a senior specialist handling the interview and providing training for new employees.

01/07/2014–29/07/2017 English Teacher, Headmaster, Methodist
English Language Education Center "Australia House", Guangzhou (China)
- Organization of the learning process.
- Curriculum development.
- Teaching the English language to children 2 to 14 years old.
- Organizing English Drama Play Club.

01/02/2014–30/06/2014 International Sales Manager
Casoon Machinery, Guangzhou (China)
- Handled Correspondence with foreign customers.

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 Curriculum vitae
- International sales.
- Negotiated with machinery factories in China.
- Escort supervisors and potential customers to factories.
- Provided Interpretation (from - to Russian, Ukrainian, English, Chinese languages)

13/07/2011–28/01/2013 Teacher , Instructor
Early Child Education Center "Gymboree", Guangzhou (China)
- -Handled classes for children aged 0-5 years. Classes utilise a unique combination of music,
movement, props, imaginary play and developmental psychology to create a fun and magical world
where children learn, thrive and most importantly have fun.

- Organized events such as Birthday Partys for families, Christmas celebrations etc.

01/09/2007–27/08/2009 Teacher of Chinese Language.
Kyiv Gimnasium of Oriental Languages No 1, Kyiv (Ukraine)

- Teaching the Chinese language to students from 6 to 16 years old.
- Developing individual teaching methods for students.
- Using multimedia materials in the education process.
- -Documents translation (English, Chinese, Russian and Ukrainian languages.)
- -Organizing events and celebrations related to the education process.
- Organizing after classes work with children.

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 Curriculum vitae Kateryna Rybalchenko

EDUCATION AND TRAINING

01/12/2013–10/12/2013 Certificate Music and Play Instructor
Early Child Education Center Gymboree, Shanghai (China)
- English and Chinese Languages;
-Music education,
- Early Child physical development

01/08/2009–25/06/2011 Master degree in International Teaching of Chinese Language
Jinan Univercity, The Institute of Language and Culture., Guangzhou (China)
English and Chinese languages.
Fundamentals of teaching the Chinese language to foreign students.
Chinese Culture and History.

01/09/2006–25/06/2009 Bachelor degree in Chinese and English Philology
Kyiv Univercity "Shidnyi Svit", Kyiv (Ukraine)
General:
Chinese, English, Russian, Ukrainian
Occupational:
Language teaching. Translation.

01/09/1995–21/06/2006 Secondary Education
Kyiv Gymnasium of Oriental Languages No 1, Kyiv (Ukraine)

PERSONAL SKILLS

Mother tongue(s) Ukrainian, Russian

Foreign language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production
English C2 C1 C1 C1 C1
Master
Chinese B2 B1 B2 B2 B2
Master
Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages - Self-assessment grid

Communication skills - - Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Clear and professional communication with clients, partners, and colleagues.
- Active listener with the ability to understand customer needs and provide effective solutions.
- Confident communicator in multicultural and international business environments.
- excellent contact skills with children gained through my language teaching experience.

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 Curriculum vitae Kateryna Rybalchenko

Organisational / managerial skills
- Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously.
- Excellent time management and attention to detail.
- Ability to work efficiently under pressure while meeting strict deadlines.
- Experienced in coordinating with international partners and internal teams.
- Proactive problem-solving and decision-making skills.

Job-related skills - Account management and partner relationship building.
- Hotel reservation management and booking support.
- Customer service and issue resolution.
- Complaint handling and conflict resolution.
- Negotiation with hotels and travel partners.
- Contract and invoice coordination.
- Email and business correspondence.
- Problem-solving and decision-making in fast-paced environments.
- Attention to detail and accuracy.
- Time management and multitasking.
- Process improvement and operational support.
- Working effectively under pressure and meeting deadlines.
- Training and supporting colleagues when required.
- Proficiency in CRM and booking platforms

Digital skills SELF-ASSESSMENT

Information Content Problem-
Communication Safety
processing creation solving

Independent user Independent user Basic user Basic user Independent user

Digital skills - Self-assessment grid

- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Google Workspace (Docs, Sheets, Drive)
- Microsoft Teams
- Zoom
- CRM and travel booking systems
- Internet research and data management

Other skills
- Passionate reader with a strong interest in continuous learning and personal development.
- Volunteer reading mentor, helping young students improve their reading skills in English,
Ukrainian, Russian, and Chinese.
- Creative and artistic, with experience designing and painting murals for educational spaces
during a children's charity festival in China.
- Strong cross-cultural communication skills gained through living and working in an international
environment.
-
Driving licence B1, B

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