Yana Shum
About Yana Shum
Yana Shum is a Technical Digital CX Specialist with a background in Slavic Languages and East European Studies. She has held various roles in customer support and technical leadership across multiple companies in Kyiv, Ukraine.
Work at Helpware
Yana Shum currently holds the position of Technical Digital CX Specialist at Helpware. She has been with the company since 2023, working remotely from Kyiv, Ukraine. In this role, she focuses on enhancing customer experience through technical support and digital solutions. Her expertise in customer experience strategies contributes to Helpware's commitment to delivering high-quality service.
Education and Expertise
Yana Shum earned her Bachelor's degree in Slavic Languages, Literatures, and Linguistics from Taras Shevchenko National University of Kyiv, where she studied from 2017 to 2021. Following this, she pursued East European Studies at the University of Warsaw for nine months in 2021-2022. Her educational background provides her with a strong foundation in communication and cultural understanding, which is essential in her current role.
Background in Customer Support
Yana Shum began her career in customer support at Genesis Tech, where she worked as a Customer Support Representative for the Euro department from 2020 to 2021. She then transitioned to ENESTECH Software, where she held multiple roles, including Technical Support Engineer, Technical Support Team Lead, and Technical Lead of Customer Experience from 2021 to 2023. This progression reflects her growing expertise in technical support and customer experience management.
Professional Experience at ENESTECH Software
At ENESTECH Software, Yana Shum served in various capacities from 2021 to 2023. Initially, she worked as a Technical Support Engineer, where she developed her technical skills. She then advanced to the role of Technical Support Team Lead, overseeing a team and enhancing service delivery. In 2023, she briefly held the position of Technical Lead of Customer Experience, further solidifying her leadership in customer-focused technical roles.