Leading the charge is Kate Shelest, our Founder and CEO, whose visionary mindset and extensive industry experience have been instrumental in shaping the success of Katico Inc. With a wealth of experience as the Head of Customer Support and Director of Support Operations in diverse industries like e-commerce and outsourcing, Kate has built support departments from the ground up and enhanced the efficiency of existing teams. Her expertise lies in essential systems and processes that form the foundation of exceptional customer support services. Kate's leadership style fosters talent and creates a safe environment for individuals to explore their potential and deliver exceptional service to our clients.

Kateryna Babenko is our certified data analyst who is passionate about harnessing the power of data to drive business success. With her expertise in descriptive statistics, business insights discovery, and text and process mining, Kateryna delves into the depths of help desk and knowledge base performance to provide actionable insights using tools like R programming language and business intelligence (BI) tools, gaining maximum context from implementation tasks, and understanding systems from their core.

At Katico, we understand the importance of a well-maintained knowledge base, and that's where Iryna Ostapenko, our Knowledge Manager, comes in. With experience as a Tech Writer in the IT industry and a Knowledge Management Specialist in the veterinary industry, Iryna excels in managing and distributing large amounts of data and information effectively. Her expertise in creating and managing knowledge bases, developing content management systems, and implementing policies and procedures ensures that information is properly organized, stored, and distributed for the benefit of organizations and their stakeholders.

Our dynamic Change Support team consists of Inna and Elmira, dedicated Change Support Agents who are always eager to assist users through our Helpdesk system. They collect valuable data and insights from customer cases, which serve as the foundation for creating informative and supportive articles in our Knowledge Base. Efficiency and minimizing the load on the dedicated teams are top priorities for Inna and Elmira. They proactively analyze each ticket, aiming to provide expert resolutions whenever possible, reducing the need for escalation and ensuring swift and accurate assistance. They understand the importance of people’s time and prioritize efficient ticket management to address their inquiries promptly.