Kateryna B.

Experience

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  IMS-Ukraine

  Jun 2019 - Sept 2019

  Customer Solutions Manager
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  Генезис

  Sept 2019 - Mar 2023

  Responsibilities:- Cross-department communications (support, designers, testers, developers, etc.);- Communication with customers via tickets, and chats (Zendesk products);- Filling guide with tech. articles maintain the relevance of existing;- Onboarding and regular training for other employees;- Creating and implementing new workflows and strategies;- Creating reports, visualizations, and presentations;- Public speaking;- Interaction with MySql, Youtrack, Notion, HelpJuice, CRM, Excel, Google tools, Worksection(Kanban), etc.Results:- Managed technical audits for 2 Customer Support teams;- Created new workflows for 2 Customer Support teams and a Service Operations team (the whole process of tracking user complaints to improve analytics and fix issues more effectively);- Reduced bad reported tasks from 40 to 15%, and increased good reporting from 10% to 40%;- Created a new onboarding flow, which helped to define a more accurate ideal candidate portrait and red flags system. Show less

  • Technical Manager

    Apr 2021 - Mar 2023

  • Technical Support Engineer

    Aug 2020 - Apr 2021

  • Customer Support Representative

    Sept 2019 - Aug 2020
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  SocialTech

  Nov 2022 - Feb 2023

  Scrum Master

  Responsibilities:- Implement agile framework best practices;- Keep all parties on track and informed;- Coach Development team members;- Remove roadblocks;- Host Scrum Ceremonies;- Teach Scrum practices and principles; - Interaction with Youtrack, EasyRetro, Miro, Slack, Notion etc.Results:- Team progress, sync meetings, and status reports were implemented using Scrum, Agile;- Implemented a knowledge-sharing training format for 4 teams;- Advised and implemented a new Retrospective format for 2 teams. Show less

• 

  Precoro

  Mar 2023 - Aug 2023

  Product Manager

  Responsibilities:- Improving the user experience, managing the product design change;- Manage the backlog;- Gather, understand, and prioritize the requirements and problems of customers and plan how they can be addressed;- Prepare technical requirements, plan the function’s implementation, and work with the development team;- Assist in managing releases and product development;- Do a competitor analysis and work on product growth opportunities;- Requirements validation (quality control);- Cross-department communications (customer success, designers, testers, developers, etc.);- Interaction with Figma, Asana, Mailpit, SendGrid, Mode, Slack, Notion, CRM, Google SheetsResults:- Implemented reporting system using Mode - SQL and Python Notebook. The goal is to track the integration health of customers' companies, ensuring seamless and efficient data integration;- Created a comprehensive roadmap to enhance functionality for integration with the accounting system (Quickbooks);- Improved email processes, ensuring the successful delivery of all critical notifications and correspondence. Collaborated with the design team to improve user experience.- Led the successful release of new features, enhancing product functionality and addressing key customer pain points. Show less

• 

  Giftmall

  Aug 2023 - Feb 2024

  Product Manager

  Responsibilities:- Improving the user experience, managing the product design changedirectly with the UX designer;- Collaborate with stakeholders to gather and prioritize productrequirements; Translate business needs into detailed and actionableproduct specifications and roadmap;- Cross-department communications (customer support, procurement,designers, developers, testers, sales, marketing);- Prepare technical requirements, plan the function’s implementation,and work closely with development teams to ensure a clearunderstanding;- Conduct regular sprint planning and reviews;- Release management and release document creation (internal andexternal features);- Requirements validation (quality control);- Product team hiring (interviews with candidates and assessments);- B2B product launch:- B2C product improving & maintenance;- Interaction with Figma, Asana, Slack, Notion, CRM, HotJar,LiveChat/ChatBot, Google Sheets, ExcelResults:- Created a roadmap for B2B product launch (platform for rewardingthe employees or partners + API solution);- Hired a Product Marketing Manager and UX Designer to strengthenthe team;- Created a Notion knowledge base from scratch;- Created and filled the knowledge base with work processesdocumentation for teams, product documentation (technicalspecifications, user instructions), etc.- Improved delivery flow, and created a new work process (from ideato feature delivery); Reorganised the Asana ticket tracking system;- Reduced critical bug first investigation time from an average of 3hours to 20 minutes;- Created AI chatbot using LiveChat (Chatbot) and increased supportteam capacity by 40%, while keeping customer satisfaction rate 70-75%;- Implemented a system for booking meeting rooms using GoogleCalendar;- Foster a culture of continuous improvement, encouraging innovationand efficiency;- Led the successful release of new features, enhancing productfunctionality and addressing key customer pain points. Show less

• 

  Plus972

  Mar 2024 - now

  Responsibilities:- Take full ownership of managing 3 development teams;- Serve as the main point of contact for all development-related project matters;- Contribute during the pre-sale phase by defining project scope, outlining technical constraints, and providing precise budget estimates;- Review and approve development components of proposals to ensure alignment with client needs before they are presented;- Participate in the interview and selection process to ensure new hires align with the team’s quality standards and company culture;- Stay up-to-date with industry trends and suggest process improvements and innovations to keep the company at the technological forefront. Show less Responsibilities:- Manage projects, specifically website development projects, ensuring ownership of the web development process from start to finish;- Oversee client-facing communications to ensure clear and consistent updates;- Delegate tasks to team members and ensure their timely completion;- Manage two development teams (~ 20 people) and collaborate with UX, Graphic, and Motion Designers;- Assist with the creation and implementation of best practices and procedures in web development; - Maintain the relevance and accuracy of the knowledge base.- Interaction with WordPress, Shopify, Figma, Adobe, Monday.com, Slack, Intercom, Google Cloud, Excel, OpenAIIndustries: Real Estate, Lifestyle, Technology, Corporate, Community.Goals:- Reorganized the ticket tracking system (Monday.com) by implementing new automation, and creating a new board structure along with relevant processes; - Adapted Scrum best practices such as sprints, retrospectives, capacity measurement, etc.; - Created and implemented new documentation formats (reports, feedback forms, roadmaps, content request forms, definition of done) to enhance process organization and efficiency;- Reorganized Guru and contributed to the creation of articles to enrich the knowledge base, helping keep the team informed and simplifying processes through documentation;- Handled the QA process, leading to the discovery of significantly more bugs compared to the beginning of March. Show less

  • Senior Project Manager

    Jan 2025 - now

  • Project Manager

    Mar 2024 - Jan 2025
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  WP Plus

  Nov 2024 - now

  Account Director

  Responsibilities: - Lead product strategy;- Serve as the primary point of contact for the clients, fostering strong relationships and ensuring their needs are met with precision;- Provide expert guidance and insights to clients, helping them navigate challenges and seize opportunities for growth; - Regularly communicate updates, address concerns, and ensure transparency throughout the client journey to build trust and long-term partnerships;- Oversee server management operations to maintain clean server environments and ensure readiness before handover to the development team.- Manage server access and permissions focusing on robust security protocols and compliance.- Act as the primary contact with WPEngine (partner), ensuring timely resolution of technical issues and maintaining high service standards. Show less