Slam dunk customer service  

By Corey LeBlanc

ANTIGONISH – Recruiting quality student-athletes is crucial to building a winning program at the university level; countless hours spent viewing game film – not to mention myriad conversation and visits with prospective players.

And, at times, the process involves a little bit of luck – just ask Matt Spencer. The third-year head coach of the STFX X-Women basketball team benefitted from that ingredient when he recruited a talented and experienced forward who has become one of the cornerstones of an ongoing rebuild that has included a long-awaited return to the Atlantic University Sport (AUS) playoffs last season.

"It was all luck – and coincidence – to be honest," Ekaterina Karchevskaya said, when asked about how she ended up donning White and Blue three years ago.

She explained that Spencer was recruiting "one of my closest friends [Natallia Harbachova]," who she played with on the 3-on-3 national team in Belarus.

"He didn't know at that time, but I was playing the role of translator for her because, unfortunately, she didn't speak the language [English] fluently," Karchevskaya noted.

During the process, her friend asked Spencer if he was looking for more players.

"Matt got my game tapes and highlights from games from professional and national teams," she said.

And, Karchevskaya quipped, "He didn't think twice," about making her an offer to join the program.

Crediting former X-Women player Aliyah Fraser, who Spencer described as a "true connector," for finding Harbachova, he reflected on making the connection with Karchevskaya.

"I knew, right away, that she had the characteristics to make an immediate impact," the Antigonish native said.

As Karchevskaya mentioned, he noted that he was unaware that she was serving as the translator for his discussions with Harbachova.

"We moved forward with an invitation for Ekaterina to play and study at X, and the rest is history," Spencer said.

Shooting for banner

And, as X-Women fans have learned, it was the right choice. In her first two AUS campaigns, the native of Mogilev – a Belarusian city on the Dnieper River known for its architecture – has left her mark, which includes a conference second-team all-star selection last season, one in which she averaged 13.3 points, 3.9 rebounds and two assists per game.

Karchevskaya, who just tipped off her third and final campaign in White and Blue, described her experience with the basketball program as "challenging and exciting."

Noting that her arrival coincided with Spencer's – she mentioned the start of the development of a winning culture, one with a new focus and goals.

"That was a hard one," Karchevskaya offered of that first campaign, one of tremendous transition.

She added, of last season, "Last year was different, the team was different."

Karchevskaya pointed out that making the playoffs was "not an easy thing," particularly with such a young team – other than her, of course – she joked.

She said, "We played with a drive to win, possession after possession, no matter who was in front of you."

With the X-Women's return to the AUS championship tournament in 2024 – after an extended absence – Karchevskaya noted how it sparked and revived interest in the program.

"We showed everyone who we are, and what we are capable of. I am pleased to say that I am being stopped a lot at the stores [and] on the streets by local people just to talk about the team, upcoming games and [the] excitement that it brings," she added.

When it comes to goals for this season, Karchevskaya stressed, "It is very simple – win the AUS [banner]."

She added, "This is my last year playing basketball, and I am ready to put it all into making sure we get to where we need to be – at nationals in B.C.," of the 2025 U SPORTS Women's Basketball Championship in March in Vancouver.

As for Karchevskaya's impact on the up-and-coming X-Women, Spencer offered, "It is hard to put into words how much Kat has meant to our program.

"What people see when they come watch the X-Women play is someone who can score, someone who can really pass and someone who can defend. Obviously, I appreciate those things – but it's all of the stuff that people don't see that makes her such a remarkable character," he said.

"Kat is demanding, yet supportive, of her younger teammates. She is an unbelievably hard worker. And, most of all, she is a kind soul who genuinely cares about the people around her. She truly is a model student-athlete."

'In good hands'

While balancing academics and athletics, Karchevskaya has worked at Hawthorne Convenience in Antigonish since early 2023.

"I was really happy that I was able to get an interview there. I didn't have any prior experience at a customer service job here, in Canada, so I was a little bit anxious to start," she said.

But, "as soon as I got to know the team," including owner Joe Jellow, Karchevskaya added, "I knew that I was in good hands."

She noted she "loves the store," calling it one of her favourite places in Antigonish.

"I love knowing their order before they have to say it. I love that I can be as creative as I can, when it comes to making the store look presentable, decorated and pleasant to be at," Karchevskaya said.

"It is indeed a very busy spot, but that's what I love about it. Everyone comes with their stories, news – happy and sad moments – and you are there to experience and share them with customers."

Award-winning experience

That love for Hawthorne Convenience – and her passion for customer service – recently garnered Karchevskaya an honour from the Antigonish Chamber of Commerce.

"To be honest, I didn't believe that I got nominated. I received a call from Lauren Kaiser, executive director of the Chamber of Commerce, and I had her repeat it twice because I couldn't understand what was going on," she recalled, with a laugh.

"I knew I was nominated among other great people, who are amazing at their jobs, so I wasn't expecting to win. I didn't know that I won until the very last moment, which I hope wasn't really shown on my face at the Chamber awards dinner."

Chamber President Inez Forbes said that the award "recognizes individuals within a business who have demonstrated outstanding, 'above and beyond' service to their customers, adding that nominees are "accessible, courteous, helpful, knowledgeable and responsive."

In outlining the criteria, she explained that the award "not only speaks about the winner, but as well about the business that employs the winner."

Forbes added, "It allows not only the businesses, but also the community to nominate employees who should be recognized for their hard work that helps the business be successful."

After the Chamber received nominations, which were accepted from July 26 to Sept. 6, she explained that profiles were developed and presented to an independent, five-person panel, one that ranks the top-three in each award category. That group, which is unknown to each other throughout the process, includes an at-large Chamber member, at-large Chamber board director, a representative from one of the business awards' sponsors, a representative from the STFX Schwartz School of Business and a past recipient of the Ian Spencer Excellence in Business Award.

"Ekaterina's commitment to her education and sport is reflected in her positive approach to life in Antigonish. She has great respect for those around her and is committed to being her best at all times," Forbes said.

Karchevskaya, who described receiving the award as an honour, offered, "I am pleased to know that the community recognized my hard work and dedication to that special place that means so much to me – Hawthorne Convenience."

She added, "And, I am grateful that I was able to share that experience under the guidance of Joe Jellow, who I am so thankful to be working for."

Ekaterina Karchevskaya (right) recently received the 2024 Antigonish Chamber of Commerce Outstanding Customer Service Award for her work at Hawthorne Convenience. Chamber President Inez Forbes (left) and Hawthorne Convenience owner Joe Jellow were among those who shared the memorable moment with her during the Chamber's annual business awards gala, which took place Oct. 23 at the St. Andrews District Community Centre. Contributed

Her home away from home

As for her time in the STFX and broader communities over the past three years, "I haven't felt so welcomed anywhere, like I was here in Antigonish. There is something different about the community here that is hard to explain," Karchevskaya said.

When it comes to academics, she added, "A lot of professors make sure to spend extra time with international students, student-athletes and anyone who requires a little bit more attention."

Karchevskaya, who is majoring in sociology, noted she is "really enjoying" her studies.

"I see myself working with people, [in the] community later in my life, because that's what brings me joy," she added.

When Karchevskaya arrived in Antigonish, it was her first time in Canada.

Noting how different it is from the United States, she said, "I fell in love with people here – everyone has gone above and beyond to make sure that I feel loved, cared for and welcomed."

As for the differences from Belarus, Karchevskaya added, with a laugh, "It is a bit different from home, especially the storms you get here; nothing could have prepared me for it."

She pointed out, "But, the nature and landscape in Nova Scotia is nothing like I have ever seen before, and I have been to a lot of places."

Despite it becoming her home away from home, Karchevskaya misses her parents; she hasn't seen her father and mother in four and two years, respectively.

"But, a lot of great families made sure I feel like I am at home: people bring me homemade dinners, invite me to visit their homes and encourage me to feel like a part of their families.

"There is nothing that amazes me here more than the people of Antigonish," she added.

Karchevskaya will wrap up her time in White and Blue at the end of this season, while she expects to graduate with her Bachelor of Arts degree from STFX in the spring of 2026.

"I still have a year to find my purpose in life, and decide my future, which hopefully consists of working with people and the community here in Canada, maybe even in Antigonish," she said.

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