Resume Customer Support Specialist

Kateryna **********

Show contacts

●

LinkedIn (https://www.linkedin.com/in/**********/)

● (https://www.linkedin.com/in/**********/)

***************************** (mailto:*****************************)

● (mailto:*****************************)

Copywriting portfolio (https://drive.google.com/file/d/1rFI33gsVCVDwxbIe-6LB0YukKZSYbjj9/view?usp=sharing)

● (https://drive.google.com/drive/folders/1GJU4hrkkb-dsfolY-2LLGCIDEcFR2odc?usp=sharing)

Video portfolio (https://drive.google.com/drive/folders/1GJU4hrkkb-dsfolY-2LLGCIDEcFR2odc?usp=sharing)

EXPERIENCE

Customer Support Specialist

|

OsmAnd B.V. (https://osmand.net/)

| Amstelveen, Netherlands

May 2019

– December 2020

Handle 200+ tickets per week on Zendesk and Google Play Console.
Used Scrum Agile Methodology while working on projects (Daily Scrum Meeting, Sprint Backlog, 1on1 meeting).
Collaborated with the UX/UI design teams to improve the website and application on GitHub, reducing support tickets by 50%.
Created new employees mentoring program.
Published 26 articles that highlighted navigation industry news by giving exposure to individual success stories.

Junior Project Manager

Wagner Consulting International (https://www.wagner-international.com/)

| (https://www.wagner-international.com/)Kyiv, Ukraine

August ********************

Assisted with setting project milestones, timelines, and budget for the team of 4 on Asana.
Negotiate pricing, timelines, services, and terms with vendors on Slack.
Create progress reports and monitor program data to assess efficiency with Excel, Adobe Photoshop, and Premiere Pro.
Conducted quality assurance testing to ensure adherence to requirements with MateCat.

SEO Specialist, Front-End developer

| (https://effect.com.ua/)

ООО «Компания Эффект» (https://effect.com.ua/)

| Kyiv, Ukraine

August *****************

Edited and wrote 3000+ informational articles using SEO strategies for optimum google ranking.
Created 100+ webpageswith HTML, CSS, and JS using custom CMS. 
Scheduled training seminars for the team, covering industry best practices. 

 
Journalist

Ukraine Crisis Media Center (https://uacrisis.org/)

| Kyiv, Ukraine 

June 2016 

– August 2016 

Reported on a wide variety of news topics: entertainment, business, education, technology, etc.
Attended press conferences and public meetings. Conducted interviews with people and officials.
 
Volunteer teacher |  (http://drohobych-rda.gov.ua/13/24925-ozdorovlennya-dtyam-postrazhdalim-vnasldok-avaryi-na-chornobilsky-aec-dtey-z-zoni-ato-ta-dtey-uchasnikv-ato.html)

Summer camp for evacuated children (http://drohobych-rda.gov.ua/13/24925-ozdorovlennya-dtyam-postrazhdalim-vnasldok-avaryi-na-chornobilsky-aec-dtey-z-zoni-ato-ta-dtey-uchasnikv-ato.html)

 |  (http://drohobych-rda.gov.ua/13/24925-ozdorovlennya-dtyam-postrazhdalim-vnasldok-avaryi-na-chornobilsky-aec-dtey-z-zoni-ato-ta-dtey-uchasnikv-ato.html)Pushya-Vodytsya, Ukraine 

July 2014 

– August 2014 

Created lesson plans responsive to individual students

’ needs in relation to their English classes.

Provided various hands-on activities to promote critical thinking skills. 
 
 
EDUCATION

& CERTIFICATIONS 

Bachelor of Philology

 |  (https://npu.edu.ua/en/)

Dragomanov National Pedagogical University (https://npu.edu.ua/en/)

September **************** 

Held

training (https://www.youtube.com/watch?v=sE-0EPVqlxU)

lessons in self-development |  (http://www.vyshgorod-school1.edukit.kiev.ua/)

Vyshhorod school № 1 (http://www.vyshgorod-school1.edukit.kiev.ua/)

Enriched students

’ learning environments for a middle school program |  (http://www.school92.com.ua/)

specialized school №92 of I.Franko  (http://www.school92.com.ua/)

 
Course in Full Stack

 |  (https://dan-it.com.ua/en/program/kiev/full-stack/)

DAN.IT  (https://dan-it.com.ua/en/program/kiev/full-stack/) 

2020

Academic publications

: 

“ (http://www.npu-etestet.com.ua/etiko-estetichna-traditsiya-u-vitchiznyanij-kul-turi-tezi-iii-students-koyi-naukovo-praktichnoyi-konferentsiyi-***************-roku/)

Масс-медіа як засіб мистецтва (http://www.npu-etestet.com.ua/etiko-estetichna-traditsiya-u-vitchiznyanij-kul-turi-tezi-iii-students-koyi-naukovo-praktichnoyi-konferentsiyi-***************-roku/)

” (http://www.npu-etestet.com.ua/etiko-estetichna-traditsiya-u-vitchiznyanij-kul-turi-tezi-iii-students-koyi-naukovo-praktichnoyi-konferentsiyi-***************-roku/), scientific-practical conference 

2015 

Japanese

: JLPT N5 (ability to understand basic Japanese)

2014 

Course in pedagogics and psychology 

| (http://ichp.org.ru/)

 International Center for Humane Pedagogy (http://ichp.org.ru/)

 2013 

 
 
SKILLS 

W

RITING 

|SEO

|

A

GILE 

|

P

ROJECT 

M

ANAGEMENT 

|

P

ROBLEM 

S

OLVING 

|

V

IDEO 

P

RODUCTION 

|

F

RONT 

E

ND 

|

HTML

|

CSS

|

A

DOBE 

P

REMIERE 

P

RO 

|

A

DOBE 

P

HOTOSHOP 

|

A

SANA 

|

Z

ENDESK 

|

S

CRUM 

|

G

IT

H

UB 

|

CMS

|

W

ORD

P

RESS 

|

C

OACHING