Natalia Herasymenko
About Natalia Herasymenko
Natalia Herasymenko serves as the Customer Support Team Lead at Helpware in Kyiv, Ukraine, where she has worked since 2021. With a background in hospitality and a Bachelor's degree in Management of Tourism Business, she has effectively transitioned to customer support, managing teams and specializing in communication and workflow optimization.
Work at Helpware
Natalia Herasymenko has been serving as the Customer Support Team Lead at Helpware since 2021. In this role, she manages a team and oversees customer support operations. Prior to her current position, she worked as a Senior Customer Support Agent at Helpware for 11 months in 2021. Her progression from agent to team lead demonstrates her capability in the customer support domain.
Education and Expertise
Natalia holds a Bachelor's degree in Management of Tourism Business from Kyiv National University of Trade and Economics, where she studied from 2011 to 2015. She further enhanced her skills by completing courses in Conflict Transformation at Emory University and The Manager's Toolkit at the University of London in 2020. Her educational background supports her expertise in efficient communication, data analysis, and workflow optimization.
Background in Hospitality
Natalia has a diverse background in the hospitality industry, having worked in various roles across multiple countries. She served as Concierge Team Leader at The Meydan Hotel in Dubai and as a Guest Relations Officer at Vinpearl in Vietnam. Her international experience includes positions in Dubai, Vietnam, and Bali, showcasing her adaptability and understanding of global customer service standards.
Career Transition to Customer Support
Following the Covid-19 pandemic, Natalia transitioned from the hospitality sector to customer support. This shift allowed her to leverage her extensive experience in managing teams and customer interactions. She successfully adapted her skills to meet the demands of the customer support industry, culminating in her current leadership role at Helpware.
Team Management Experience
Natalia has demonstrated her ability to manage teams of varying sizes, ranging from 15 to 38 people. This experience highlights her leadership skills and capacity to handle different team dynamics effectively. Her management experience is integral to her role in customer support, where team coordination and communication are essential.