Tetiana P.

Tetiana P. has worked in the software development and customer service industries since 2017. In 2019, they began working at Bolt as a Customer Support Team Lead, where they managed a team of 12 customer support agents, set goals, provided coachings and 1-1s, motivated and developed agents, and supported newbees during onboarding. Tetiana also created an internal Knowledge Base for the Russian market and a quality analysis tool for analyzing agents' performance. In 2020, Tetiana joined ShortPoint as a Junior Software Developer, where they built and maintained features with Vanilla JS, React. JS and Knockout. JS to semi-automatically manage content on customers' SharePoint intranets, engaged in troubleshooting meetings and technical support to improve customer satisfaction, created and improved existing developer knowledge base and onboarding materials, and was responsible for customer requests releases and hotfixes. Tetiana was also a Product Content Writer and Customer Support & Success. In 2021, Tetiana joined AVA.codes as an HTML/CSS Developer, where they created custom themes, built and maintained custom forms, chat widgets and triggers for customer service platform, developed a sales improvement web platform with React. JS, maintained and created new page templates in Webflow CMS, and made SEO improvements. Tetiana also worked at Aviacontact.com from 2017-2021, first as a Customer Support Specialist, providing information about reservations, updating passport data and personal information of passengers in CRM and airlines' MMBs, booking additional services, booking alternative flights in case of a delay/cancellation, and dealing with complaints. Tetiana then became an Operations Planning and Reporting Manager, where they supported Line Management in effective and efficient utilization of floor workforce, provided analytical, reporting and communication support to the Line Management, and optimized the reporting and tracking system and notification system between departments. Lastly, they were a Customer Support Team Manager.

Tetiana P. earned a Bachelor's degree, diploma with honors in International Tourism from Taras Shevchenko National University of Kyiv in 2017. Tetiana then went on to complete a Master's degree, diploma with honors in Leisure and Tourism from the same university in 2019. In addition, Tetiana P. has obtained various certifications, including a Dare IT QA Challenge: QA Automated Testing from Dare IT in December 2022, Intermediate Excel from Campster in May 2022, Time Management from Campster in April 2022, Assertive Communication from Campster in March 2022, Building Interactive JavaScript Websites Course from Codecademy in April 2021, JavaScript for React JS-ES6 from Udemy in April 2021, Learn JavaScript Course from Codecademy in April 2021, Learn Asynchronous JavaScript Course from Codecademy in March 2021, and Front-End Development - awarded as a Junior Front-End Developer from Beetroot Academy in December 2020.