Kateryna Shafran
Brussels
Summary
Experienced and dedicated individual with demonstrated work history in aviation, linguistics and IT industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships and cultivating partnerships . Detail-oriented professional with top skills in customer relations, problem-solving and recordkeeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with focus on finding creative solutions to conflicts and complaints. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Medical Interpreter
I-Call
07.2023 - Current
- Served as a Ukrainian/English medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
- Followed ethical codes to protect confidentiality of patient medical information.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
- Translated procedural information to facilitate understanding between doctors and patients.
- Attended training programs to improve professional knowledge and interpretation skills.
E-commerce Product Support Manger
Wix
07.2022 - 06.2023
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Provided technical support for clients selling on Amazon, eBay, Facebook Stores, Instagram Store
- Obtained product market share by working with sales directors to develop product sales strategies.
- Maintained product management staff by recruiting, selecting, orienting and training of new employees.
- Provided information for management by preparing short-term and long-term product sales forecasts and special reports and analysis.
- Wrote detailed technical documentation for company products.
- Presented technical presentations to clients to explain product features and benefits.
- Worked with customers and engineering team to determine equipment needs and system requirements.
- Tracked sales data for analysis and forecasting.
Customer Support Specialist
WIX
05.2021 - 07.2022
- Responded to customer calls and emails to answer questions about products and services. Handled online chat requests.
- Built roadmap for assigned product line to guide team on areas to focus on.
- Answered questions and requests from management and submitted analyses and reports to inform future strategies.
- Collected Voice of the Customer feedback and insights to create meaningful user stories and use cases.
- Maintained and prioritized each product's backlog of feature requests and bug fixes
Senior Customer Service Representative
Austrian Airlines
09.2016 - 05.2021
- 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)
- Monitoring quality within the team during night shifts across all systems (e-ticket, live-chat, phone, emails
- Front office activity - taking over difficult requests in case of escalation, supervisor calls, direct contact with the passengers
- Back office activity - ticketing: issue, reissue and refund of tickets and EMDs
- Delivered world-class customer service in all interactions with customers and representatives.
- Trained, coached and mentored new and existing team members with full ownership of training plans.
- Built business relationships with clients providing prompt and accurate service.
- Managed day to day resourcing and team performance to provide high-quality service and KPI
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
Customer Service Agent
Austrian Airlines
08.2014 - 09.2016
- 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
2014
Skills
- Complaint handling
- Product troubleshooting
- Customer account management
- Team management
- Call centre experience
- Customer relations
- Quality control
- Order fulfillment
- Confidentiality and discretion
- Communication skills
- Multitasking
- Team supervision
- Active listening
- Problem-solving
- Microsoft Office
- Healthcare Systems Knowledge
- Medical Terminology Proficiency
- Cultural Competence
- Simultaneous Interpretation
- Bilingual Communication
- Consecutive Interpretation
- Business Communications
Hobbies
Passionate home chef, horseback riding, ballroom dancing, bellydance
Timeline
Medical Interpreter
I-Call
07.2023 - Current
E-commerce Product Support Manger
Wix
07.2022 - 06.2023
Customer Support Specialist
WIX
05.2021 - 07.2022
Senior Customer Service Representative
Austrian Airlines
09.2016 - 05.2021
Customer Service Agent
Austrian Airlines
08.2014 - 09.2016
BA - English Language Interpretation and Translation
Ivan Franko National University of L'viv
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