Kateryna Fedorova

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.

Client Support Team Lead at Siafu Platform (2022-03 – 2023-01)

• 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 at SM-Marinados (2021-09 – 2021-12)

• 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 at Smaugy (2019-10 – 2021-09)

• 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.

Master's Degree in Secondary Education (History) – V.O. Sukhomlynsky Mykolaiv National University (2019-09 – 2020-12)