Kateryna Palienko
Estepona
Summary
Results-driven Product Support Analyst with 7+ years of experience in fintech and SaaS, specializing in Payments Solutions, Risk & Compliance, and KYC Verification. Proven expertise in troubleshooting technical issues, optimizing processes, and collaborating with global teams to enhance user experience. Adept at analyzing data, mitigating fraud risks, and driving operational improvements in customer support and payment systems.
Overview
8
8
years of professional experience
Work History
Payments Product Support Analyst
Wix
Remote
11.2019 - 01.2025
- Managed high-tier escalations related to payment processing, KYC verification, risk & compliance, and onboarding.
- Conducted root-cause analysis to troubleshoot complex payment issues, collaborating with internal teams and external payment processors (Stripe, Adyen, PayPal).
- Developed support documentation, including process flows and help desk manuals, improving team efficiency.
- Provided strategic feedback to product teams, driving improvements in compliance procedures and fraud detection.
- Led training sessions for Customer Support teams, improving knowledge of Wix Payments Risk & Compliance policies.
Risk&Fraud Customer Support Expert - Billing Team
Wix
Kyiv
12.2017 - 11.2019
- nvestigated suspicious transactions and fraud risks, ensuring compliance with industry regulations.
- Monitored customer accounts for anomalous activity, reducing fraudulent transactions.
- Analyzed user complaints and provided insights to the Risk and Compliance team to enhance fraud detection systems.
- Delivered data-driven reports on fraud trends, supporting risk mitigation efforts.
Customer Service Representative
Wix
Kyiv
07.2017 - 12.2017
- Assisted customers with billing inquiries, payment processing, and account issues, ensuring high satisfaction.
- Improved customer service workflows, leading to more efficient issue resolution.
Education
Master of Science - International Business Management
Kyiv National Economic University
Kyiv, Ukraine08-2009
Bachelor of Science - International Economics
Kyiv National Economic University
Kyiv, Ukraine05-2008
Skills
✅ Technical & Analytical: Incident Management Web Technologies SLA Management Billing Systems
✅ Payments & Compliance: KYC Verification Risk & Fraud Prevention Online Payment Processing (PayPal, Adyen, WorldPay, PayU)
✅ Tools & Platforms: Jira Service Desk Tableau Power BI Excel (Pivot Tables) Asana Slack Mondaycom
✅ Communication & Collaboration: Cross-functional Coordination Customer Support Training & Documentation
Languages
Ukrainian
First Language
Russian
Proficient (C2)
C2
English
Advanced (C1)
C1
Spanish
Beginner
A1
Timeline
Payments Product Support Analyst
Wix
11.2019 - 01.2025
Risk&Fraud Customer Support Expert - Billing Team
Wix
12.2017 - 11.2019
Customer Service Representative
Wix
07.2017 - 12.2017
Master of Science - International Business Management
Kyiv National Economic University
Bachelor of Science - International Economics
Kyiv National Economic University
References
References available upon request. Also you are welcome to check reccomendations on Linkedin - https://www.linkedin.com/in/kateryna-palienko-4865a415/details/recommendations/
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