Katerina Yufereva
About Katerina Yufereva
Katerina Yufereva is a Senior Manager of Customer Support and Education at SeekOut, where she has worked since 2022. She previously held various roles in customer support and account management, achieving a customer satisfaction score of 95% and influencing the creation of a dedicated customer education team.
Current Role at SeekOut
Katerina Yufereva serves as the Senior Manager of Customer Support and Education at SeekOut. In this role, she oversees customer support operations and educational initiatives aimed at enhancing user understanding of SeekOut's products and services. She has been in this position since 2022, contributing to the company's commitment to customer satisfaction and effective support.
Previous Experience at SeekOut
Before her current role, Katerina worked at SeekOut as the Manager of Customer Support from 2021 to 2022. During her tenure, she achieved a customer satisfaction score of 95% by managing a global support team. She also played a key role in establishing a dedicated customer education team, which focused on improving user engagement with SeekOut's offerings.
Professional Background
Katerina has a diverse professional background, having worked in various roles related to customer support and account management. Prior to her time at SeekOut, she was a Partner Support Team Lead at Booking.com from 2017 to 2020. She also served as a Key Account Manager and Program Manager at Headhunter Group from 2011 to 2014, and as a Key Account Manager at Staff Standard from 2001 to 2011.
Education and Expertise
Katerina holds a Master of Science in Information Management, specializing in Business Intelligence, from the University of Washington. Her educational background supports her expertise in managing customer support systems and implementing effective educational programs for users.
Achievements in Customer Support
Throughout her career, Katerina has implemented several initiatives to improve customer support efficiency. She designed and implemented customer education systems at SeekOut and established a triage process and automation for support queries, which reduced the average resolution time to less than 10 minutes. Additionally, she facilitated change management during organizational restructuring efforts, ensuring minimal disruption to technical programs.