Kateryna

KATERYNA SHAFRAN
SUMMARY

Experienced and dedicated professional with demonstrated
work history in aviation, trucking business and IT industry.
Solid team player with upbeat, positive attitude and proven
skills in establishing rapport with clients.Strengths include
profound customer care experience, knowledge of insurance
policies, trucking business, client management skills, aviation
and administrative skills.

EXPERIENCE
Insurance Agent Assistant, Utrust Insurance Agency,
DETAILS
Vancouver, USA
[открыть контакты](см. выше в блоке «контактная информация») Jan 2024 — Oct 2025
Lichtervelde, Belgium, 8810 Assisted clients in understanding insurance policies and
[открыть контакты](см. выше в блоке «контактная информация») coverages for the trucking business. Communicated with
drivers and company owners regarding truck safety and
vehicle maintenance. Quoted commercial truck insurance
PERSONAL DETAILS policies. Explained coverage options such as liability, physical
damage, cargo, bobtail/non-trucking liability, workers’
Date of birth: 10/13/1992 compensation, and general liability. Reviewed driver records,
Place of birth: Lviv safety history, and underwriting requirements to ensure
eligibility. Processed new business applications, policy
Nationality: Ukrainian renewals, endorsements, cancellations, and reinstatements.
Assisted clients with certificates of insurance and proof of
coverage for shippers, brokers, and regulatory compliance.
SKILLS Coordinated with insurance carriers to obtain best quotes,
Claims processing negotiate pricing, and resolve underwriting questions.
Assisted with claims by reporting losses, gathering
Insurance policy analysis documentation, and communicating with adjusters until
claims are resolved.
Payment processing
Product Support Manager, WIX, Kraków, Małopolskie
Complaint handling
May 2021 — Aug 2023
Product troubleshooting
Established goals, policies and work standards to strengthen
Customer account management team performance and boost product results. Maintained
and prioritized each product's backlog of feature requests
Team management and bug fixes. Ran beta and pilot programs with early stage
products and samples to test outcomes and determine next
Call centre experience
steps for development. Built roadmap for assigned product
Quality control line to guide team on areas to focus on. Answered questions
and requests from management and submitted analyses
Highly responsible and reliable and reports to inform future strategies. Recommended
product changes to enhance customer interest and
Conflict Management
maximise sales. Collected Voice of the Customer feedback
Problem Solving and insights to create meaningful user stories and use cases.

Analytical Thinking Senior Customer Service Representative, Austrian
Airlines, Lviv, Ukraine
Emotional Intelligence Sep 2016 — May 2021
 CRM System Familiarity
Providing global B2T Trade and technical support for travel
agencies (UK, USA, Canada, Austria, Scandinavia, CEE market)
B2T Trade Support for Lufthansa German Airlines (Ukraine)
LANGUAGES
Monitoring quality within the team during night shifts across
ENGLISH Advanced all systems (e-ticket, live-chat, phone, emails) Front office
RUSSIAN Native activity - taking over difficult requests in case of escalation,
supervisor calls, direct contact with the passengers Back
UKRAINIAN Native
office activity - ticketing: issue and reissue of tickets and
GERMAN Intermediate EMDs Conducting trainings to new team members Managing
2000+ cases per month, dealing directly with customers,
travel agents and other pertinent stakeholders Responded to
enquiries via by telephone, e-mail or web chat within the
agreed SLAs. Managed day to day resourcing and team
performance to provide high-quality service and KPI
attainment. Processed refunds, exchanges and service
requests for customers. Managed complaints with calm,
clear communication and problem-solving.

Customer Service Agent, Austrian Airlines
Aug 2014 — Sep 2016
Acted as B2C direct sale/AAG client manager, web support
Assisted passengers with existing flight reservations,
ticketing (first issue, reissue, and sales of additional services
Conducted correspondence with clients via phone, e-mail
and online chat

EDUCATION

BA, English Language Interpretation and Translation,
Ivan Franko National University of L'viv
Jul 2009 — Aug 2014