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Kateryna Kocherhina

@katerynakocherhina

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Detail-oriented Trading Operations Specialist with strong customer support skills.

Zimbabwe

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth.

I am a dedicated Trading Operations Specialist with a proven track record in customer support and technical issue resolution. My experience spans various roles where I have successfully improved processes and enhanced client satisfaction. At Smart Team, I provided internal product support and managed trading operations, ensuring seamless communication and efficient problem-solving.

Previously, as a Systems Support Analyst at Netfully, I resolved technical issues for corporate clients and facilitated onboarding processes. My ability to analyze problems and implement effective solutions has been instrumental in my career. I have also contributed to knowledge management initiatives, creating resources that empower teams and clients alike.

With a background in project management and customer service, I thrive in dynamic environments where I can leverage my skills in communication and collaboration. I am passionate about continuous improvement and dedicated to delivering exceptional service to clients.

Experience

Work history, roles, and key accomplishments

Trading Operations Specialist

Smart Team

Sep 2024 - Feb 2025 (5 months)

Provided internal product and trading support, ensuring smooth operations. Focused on process improvement and knowledge base support to enhance efficiency.

Process Improvement Incident Management Problem Analysis

Systems Support Analyst

Netfully

Oct 2022 - Sep 2024 (1 year 11 months)

Resolved technical issues for corporate clients via email and phone, and configured CRM systems. Conducted onboarding sessions for new clients, guiding them through desk service and application usage.

Technical Support CRM Onboarding Zendesk Salesforce Service Cloud

Capacity Sourcing Manager

BICS

Jul 2021 - Sep 2021 (2 months)

Promoted and sold BICS' international wholesale capacity products. Analyzed supplier offers using Salesforce and negotiated prices to secure favorable terms.

Sales capacity management Salesforce Product Promotion

L2 Customer Support Specialist

SupportYourApp

Jan 2021 - Jul 2021 (6 months)

Resolved technical problems with services using Freshdesk and escalated complex issues to the L3 team via Slack. Responsible for bug reporting and testing new updates.

Technical Support Freshdesk Slack Bug Reporting Quality Assurance

Customer Support Specialist

OsmAnd B.V.

May 2019 - Dec 2020 (1 year 7 months)

Managed over 200 tickets daily on Zendesk and Google Play Console. Collaborated with the UX/UI design team on GitHub to improve the website and application, reducing support tickets by 40% in six months.

Customer Support Zendesk GitHub

Project Manager

Wagner Consulting International

Oct 2017 - Nov 2018 (1 year 1 month)

Assisted in setting project milestones, timelines, and budgets for a team of four using Asana. Negotiated pricing, timelines, services, and terms with vendors on Slack.

Project Management Asana Quality Assurance

Volunteer Teacher

Redcamp

Jul 2014 - Aug 2014 (1 month)

Created lesson plans tailored to individual students' needs in English classes. Provided various hands-on activities to promote critical thinking skills.

Lesson planning Critical Thinking Student Engagement

Education

Degrees, certifications, and relevant coursework

Dragomanov National Pedagogical University

Bachelor of Philology, Philology

Studied Philology at Dragomanov National Pedagogical University from September 2012 to June 2016. Gained knowledge in linguistic and literary studies.