Kate Lyvshenko Email & Phone Number

Calgary, Alberta, Canada

• Serving as the first point of contact for customer inquiries • Troubleshooting technical issues, software bugs, user errors, and system integrations• Assisting customers with product training and ongoing usage• Documenting and tracking customer interactions, issues, and resolutions using Jira• Collaborating with the Product and QA teams to identify and prioritize product enhancements, bug fixes, and usability improvements• Participating in release nights and assisting the team with QA on release nights• Creating and maintaining support documentation, help articles, and training materials• Advocating for customers’ needs and feedback internally, helping to shape the direction of product roadmap

Calgary, Alberta, Canada

• Communicating with affiliate partners, processing inquiries and requests• Arranging the creation of newsletters, product guides, internal and external instructional manuals• Processing surveys, collecting feedback and observing trends of the target groups• Creating and maintaining reports, analyzes, briefs, presentations• Carrying out communication plans to inform recipients about the updates, initiatives and offers in the company • Processing payments and monitoring transactions to spot and fix errors• Comparing and determining the preferable advertising methods and strategies based on the products and their main features• Connecting with online media for arranging partnerships• Analyzing the advertising methods of competitor companies • Assisting with planning and carrying out advertising campaigns and programs to increase publicity

• Supervising the work of new customer support representatives • Creating guidelines for support representatives to follow• Providing training for CS representatives to improve communication skills and product knowledge• Reviewing customer feedback to identify issues and work on solutions • Creating reports on support performance for management

• Providing information about the company and products to the clients • Processing purchases, cancellations and refunds• Troubleshooting technical problems and resolving issues effectively • Collaborating with other departments to address complex concerns or product-related queries• Proactively following up with customers to ensure their satisfaction and resolve any outstanding issues• Continuously updating product knowledge and staying informed about new features or updates

Master'S Degree, Foreign Languages And Literatures, General

Chinese Language And Literature