Kateryna Shafran
Lichtervelde
Summary
Experienced and dedicated Customer Service Representative with demonstrated work history in aviation 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.
Motivated Insurance Agent Assistant with background in supporting insurance agents, providing excellent client service, and managing policy applications. Strengths include knowledge of various insurance policies, client relationship management skills, and administrative abilities. Strong track record of enhancing efficiency within agency operations through proactive support to agents and clients.
Overview
11
11
years of professional experience
Work History
Insurance Agent Assistant
Utrust Insurance Agency
Vancouver
01.2024 - Current
- Assisted clients in understanding insurance policies and coverage options.
- Processed insurance applications and maintained accurate client records.
- Coordinated communication between clients and insurance providers for inquiries.
- Prepared documentation for policy renewals and claims submissions.
- Processed payments for insurance premiums and updated account information as needed.
- Entered customer data into computer systems, ensuring accuracy and completeness of records.
- Performed administrative tasks such as updating contact lists or preparing mailings.
- Maintained accurate records of all client interactions in the company database.
- Filed and submitted insurance claims.
Medical Interpreter
I-Call International
Brussles
08.2023 - 12.2023
- Facilitated communication between healthcare providers and patients in various settings.
- Translated medical terminology accurately for diverse patient populations.
- Ensured confidentiality of patient information during interpretation sessions.
- Provided simultaneous interpretation for medical appointments, surgeries and consultations.
Product Support Manager
WIX
Kraków
05.2021 - 08.2023
- Established goals, policies and work standards to strengthen team performance and boost product results.
- Maintained and prioritized each product's backlog of feature requests and bug fixes.
- Ran beta and pilot programes with early stage products and samples to test outcomes and determine next steps for development.
- 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.
- Recommended product changes to enhance customer interest and maximise sales.
- Collected Voice of the Customer feedback and insights to create meaningful user stories and use cases.
Senior Customer Service Representative
Austrian Airlines
Lviv
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 and reissue of tickets and 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
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
English Translator
Vidensʹka Kava
Lviv
05.2015 - 12.2015
- Provided simultaneous translation services at high-profile meetings and events.
- Translated live recordings in real-time with accuracy and composure.
- Proofread documents to remedy terminology and vocabulary errors.
- Worked with sensitivity across emotive translation topics and circumstances.
- Adapted existing translations to meet style guidelines.
- Inspected translations word-for-word for grammar and spelling faults.
Education
BA - English Language Interpretation and Translation
Ivan Franko National University of L'viv
2014
Skills
- Cooperative, open minded, observant, ethical and accurate, and service-oriented team player
- Claims processing
- Insurance policy analysis
- Data entry accuracy
- Payment processing
- Complaint handling
- Product troubleshooting
- Customer account management
- Team management
- Call centre experience
- Customer relations
- Quality control
- Data entry
- Order fulfillment
- Highly responsible and reliable
- Confidentiality and discretion
- Flexible worker
- Polite and friendly
- Communication skills
- Technical skills
- Multitasking
- Team supervision
- Active listening
- Highly motivated
- Problem-solving
- Microsoft Excel
- Attention to detail
- Conflict resolution
- Problem solving
- Professional ethics
- Sales support
Languages
- Amadeus GDS/Artos-GuideRes/AlteaDCS, Microsoft Office Foreign Languages: English full professional
- Proficiency, Russian native speaker, Ukrainian native speaker, German basic User (A2) Responsible
Timeline
Insurance Agent Assistant
Utrust Insurance Agency
01.2024 - Current
Medical Interpreter
I-Call International
08.2023 - 12.2023
Product Support Manager
WIX
05.2021 - 08.2023
Senior Customer Service Representative
Austrian Airlines
09.2016 - 05.2021
English Translator
Vidensʹka Kava
05.2015 - 12.2015
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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