Julia Kovtun Email & Phone Number

Mykolayiv, Ukraine

Product Manager at R&D department- Conducted the development of ECommerce research, focusing on industry trends and competitor insights. Created ideation forms to streamline team contributions to R&D;- Established a long list of product ideas, collaborating with marketing to refine key concepts. Conducted keyword research with the SEO manager and categorized focus areas for WooCommerce product development;- Proceeded to the MVP with the developer. Managed competitor analysis, identifying key features and pricing strategies. Coordinated insights from QA and marketing to support product development and strategy refinement;- Delegated the product to the release manager and continued tracking the ECommerce trends in WordPress as well.

Mykolayiv, Ukraine

- During those years led several projects related to the massive product features page, the release from scratch of the new product and its add-ons, and the whole company documentation/help center revamp:- Analyzed product features and maintained an internal knowledge base, including updating feature descriptions. Coordinated with the designers and developers, and identified gaps in the documentation;- Conducted the release processes starting from the ideation, writing tasks for the copywriters, designers, social marketing manager, coders, and consulting with the developers;- Gathered and analyzed the customers' feedback via GitHub and Facebook community to improve the product, and the product delivery via other channels;- Led the reorganization of 800+ tutorials, updating titles, categories, and content to align with the latest product features. Implemented a strategy for systematic content updates, integrating feedback from support, development, and users.- Prioritized and managed tasks for content updates. Organized synchronization meetings with departments to align priorities and ensure smooth task execution.

- Introduced a new customer support channel Zoom calls and participated in this type of customer support;- Effectively resolved conflicts with dissatisfied customers, transforming potential churn into loyal clients through proactive communication via chat, and tickets;- Facilitated the job interviews for the support agent position by leading the interview and preparing and checking the English language level and soft skills;- Co-organized with the development and coding department managers the educational system for the trainees in the customer support positions; - Curated student groups while delivering lectures and practical sessions.

Mykolaiv, Ukraine

- Produced detailed step-by-step educational video tutorials from scratch which improved my ability to communicate complex information clearly;- Replicated use cases on the WordPress-powered websites on the back end and then on the front end, using plugins and a bit of coding skills knowledge that was obtained during this position;- Filmed the step-by-step process using the OBS screen recorder;- Wrote scenarios to the video, recorded the audio tracks, and edited them in the Adobe Audition for these tutorials;- Handled the complex editorial process in Adobe Premiere and Adobe After Effects to make the educational video presentable for the YouTube audience;- Wrote the video descriptions containing the high-ranked SEO keywords.

- Dispatched the US drivers by providing up-to-date information concerning the loads and the best options on the freight database platform (DAT), by analyzing the freight market thus improving soft skills in the fast-paced environment;- Resolved issues with the warehouse and load owner companies management.

Mykolaiv Region, Ukraine

Teaching English as a foreign languageSecretary at the Department of Ukrainian Philology, Theory and History of Literature

- Created support documentation and guide to onboard clients successfully; - Answered customer requests via ticket systems;- Edited and fixed customers’ orders in case of system issues or via customer requests by providing high-level proficiency support;- Experienced working with Shopify, Reamaze, and ShipStation software platforms;- Analyzed the customers' feedback and communicated to the store owners to improve service delivery.- Led the support department, becoming a head of support, and resolved issues related to customer agents’ time management and upskilling.

- Created weekly/monthly content plans for social platforms like Facebook; - Wrote and edited posts and ad messages;- Co-organized the marketing campaigns, by producing the actual creative assets, such as graphics, copy, and ads;- Led and managed a team of copywriters, providing guidance, feedback, and mentorship to improve their skills;- Analyzed campaign performance by creating engagement reports and used data to improve future flow and plans.

Postgraduate Degree, Humanities And Arts

Аспірант, Література Зарубіжних Країн

Магістр, Англійська, Німецька, Іспанська Мови Та Зарубіжна Література

Бакалавр, Англійська, Німецька, Іспанська Мови Та Зарубіжна Література