Jekaterina Kopilevica
Riga,RIX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service and Support Manager
Realtime SIA
10.2021 - 11.2023
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Monitored employee and customer interactions to assess quality of service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
Dealer/Game Show Host/Mentor
Euro Live Technologies SIA
11.2017 - 10.2021
- Created an enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Maintained a fast, smooth game pace by efficiently handling dice, money, and cards.
- Inspected cards and gaming equipment to verify proper functioning and good working order.
- Promoted customer retention and satisfaction by greeting guests and encouraging a fun gameplay environment.
- Assisted players with placing bets, and educating on game rules to increase understanding.
- Trained new dealers in the rules and operation of different games.
Dealer
Evolution Latvia SIA
06.2011 - 11.2017
- Maintained a fast, smooth game pace by efficiently handling dice, money, and cards.
- Created an enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
- Learned and followed company procedures to maintain consistency and standards.
- Monitored players behavior, taking appropriate action against rule violations.
- Answered players questions and resolved disputes to provide excellent customer service.
Administrator
Frīdmane ZAB
01.2010 - 10.2012
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
- Interacted with customers by phone, email, or in person to provide information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
Education
Certificate - Manual QA Engineer
TeachMeSkills
Belarus11.2023
Certificate - Front-end Developer
ITGuru Software Development
Riga, Latvia07.2022
Professional Bachelor’s Degree - Tourism And Hospitality Business
BALTIC INTERNATIONAL ACADEMY
Riga06.2014
Skills
- Problem-Solving
- Records Management
- Customer Service
- Performance Management
- Teamwork and Collaboration
- Employee Development
- Support Services
- Quality Assurance
- Training and Mentoring
- Multitasking
- Time Management
- Organizational Skills
Certification
- Marketing Psychology
- Leading effective meetings
- Coaching Skills for Leaders and Managers
- The Data Science of Gaming and Fantasy Sports
- Customer Service: Serving Customers Through Chat and Text
- Customer Service: Problem Solving and Troubleshooting
- Python for Non-Programmers
- Learning Git and GitHub
- Getting Started with Technology
- Building Responsive Forms with Flexbox
- HTML Essential Training
- Software Testing
- Empathy For Customer Service Professionals
- Introduction to Linux
- IT Troubleshooting Skill Training
Languages
Russian
Native language
Latvian
Upper intermediate
B2
English
Upper intermediate
B2
Timeline
Service and Support Manager
Realtime SIA
10.2021 - 11.2023
Dealer/Game Show Host/Mentor
Euro Live Technologies SIA
11.2017 - 10.2021
Dealer
Evolution Latvia SIA
06.2011 - 11.2017
Administrator
Frīdmane ZAB
01.2010 - 10.2012
Certificate - Manual QA Engineer
TeachMeSkills
Certificate - Front-end Developer
ITGuru Software Development
Professional Bachelor’s Degree - Tourism And Hospitality Business
BALTIC INTERNATIONAL ACADEMY
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