Open to opportunities

Kathrina Povedaiko

@kathrinapovedaiko

I lead international customer support, reservations, and shift operations for global travelers.

I've supported international B2C customers at Firebird Tours / RailNinja, handling bookings, payments, cancellations, modifications, and travel issues through live chat and email. I managed up to 40 reservations daily for approximately 80–100 travelers while coordinating with global partners.

After progressing to Customer Support & Reservation Manager and Lead Shift Manager, I coordinated teams of 8–12 in-house specialists and 5–7 remote specialists, managed escalations, and tracked KPI and SLA performance using Intercom, Salesforce, 3CX, Amadeus, and BeNe.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Firebird Tours / RailNinja

Jan 2022 - Aug 2026 (4 years 7 months)

Provided customer support to international B2C customers via live chat and email, handling 15–30 cases per shift and resolving inquiries related to bookings, payments, cancellations, and modifications.

Intercom Salesforce 3CX Amadeus BeNe Customer Support Live Chat Email Support Reservation Management B2C Support

Translation & Broadcasting Intern

Belteleradiocompany

Jan 2021 - Jan 2022 (1 year)

Translated news content between Russian and English for broadcasting purposes and adapted materials for an English-speaking audience.

Translation Russian English Broadcasting

Senior Manager / Athlete Support

2nd European Games — Minsk 2019

Jan 2019 - Dec 2019 (11 months)

Supported and accompanied international athletes and delegations during the Games, communicating in English and assisting with day-to-day needs.

Athlete Support English Coordination

Lead Shift Manager

Firebird Tours / RailNinja

Coordinated a shift team of approximately 8–12 employees and collaborated with a remote team of 5–7 specialists. Distributed tasks, monitored workload, supported escalations, and ensured time-sensitive cases were addressed promptly.

Team Coordination Shift Management Escalation Handling SLA Management KPI Management Intercom Salesforce 3CX Amadeus BeNe

Customer Support & Reservation Manager

Firebird Tours / RailNinja

Managed up to 40 reservations per day, covering approximately 80–100 travelers, while ensuring accuracy and timely processing. Progressed into B2B responsibilities, supporting business partners and handling complex operational cases.