Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/10402154/

Work experience

Head of Customer Support / Dispatcher

from 09.2025 to now (1 year)
ALANSY Appliance Company, Jacksonville, FL, USA., Remote (Public and business services)

For our appliance repair company, my role as the Support Manager, is to be the first point of contact for customers and the technicians.
The scope includes:
1. Managing the daily schedule of eight technicians across two different cities, matching skills to jobs, and organizing travel routes daily.
2. Communicating to customers via texts, emails, and calls regarding appointments, reschedules, cancellations, and payment.
3. Taking incoming orders through call and dispatching them to the right technicians considering routes, skill & other factors.
4. Sending estimates to customers, explaining the processes, and helping our customers have a seamless, stress-free experience.
5. Updating customer details on CRM(HouseCall Pro), and constantly maintaining up to date records, update sales and payment info, and respond to sales inquiries.
6. Scheduling parts installations
7. Sending insurance certificates, invoices, job reports, and confirm refunds.
8. Monitoring technician schedules, manage time off, and resolve booking conflicts.
9. Gathering data for meetings, investigate service losses, and check emails for updates.
10. Reporting major issues to management and ensure customer satisfaction.

Broker (Car Hauling & Shipping)

from 01.2023 to 09.2025 (2 years 9 months)
Sonic Auto Transportation Company, CA, USA, Remote (Transportation and logistics)

In Sonic, a car shipping company in Carlifonia. I worked as a Sales Representative and later transitioned into a Broker and my duties included:
1. Pricing leads.
2. Emailing quotes to customers, calling them, and convincing them to do business with our company assuring them of finding capable drivers for their budget.
3. Getting interested customers to sign contracts and providing CC details.
4. Posting confirmed orders on Central Dispatch on time, and finding suitable drivers with current insurance and DOT No.
5. Negotiating with Carrier companies and dispatching orders to confirmed drivers.
6. Tracking of cars from pick-up to delivery point and being a reliable point of contact for customers until their vehicles are delivered.
7. Updating CRM (Bats), Raising customers & Dispatching loads
8. Making a minimum of 250 outbound calls to native English speakers, following up leads & getting bookings and maintaining between $10k - $12k monthly.

Support Manager (Medical)

from 06.2020 to 12.2022 (2 years 7 months)
Clinica Sierra Vista, Bakersfield, CA, Remote (Medicine, pharmacy)

As Medical Receptionist, my duties were:
1. Taking incoming calls and booking appointments for patients.
2. Providing information about pricing, schedules, surgeries, emergency etc
3. Confirming surgeries and updating appointments. Getting confirmation from both patients & surgeons.
4. Being the first line of contact to new and returning patients (Manning the hospitals COVID-19 hotline).
5. Sending invoices to insurance companies and generating monthly reports.
6. Solving all customers related inquiries and re-directing to the appropriate department.

Repairs Dispatcher (Household Repairs Services)

from 03.2018 to 02.2020 (2 years)
Total Home Repairs, Powder Springs, GA, USA, Remote (Construction, architecture, interior design)

This company specializes in repairs or replacing dented home features like doors, windows, HVAC's and plumbing. I worked remotely in this position which was a full-time role to help customers book quick maintenance & repairs.
As the Repairs Technician Dispatcher, my duties included but were not limited to:
1. Making 30 - 60 outbound calls to potential customers, and helping them through their inquiries in-order to solve their problems and render accurate service.
2. Scheduling technical visits and repairs with customers and following up with the technicians on said days to ensure it is carried out on time and accurately.
3. Responding to email inquiries concerning repairs and dealing with cases of technician no show.
4. Processing payment.
5. Updating CRM.
6. Negotiating final price with customers and upselling extra company services
8. Organizing the weekly calendar of eight technicians and managing Housecall Pro.

Dispatcher (Appliance Repair)

from 01.2016 to 03.2018 (2 years 3 months)
All Star Pros, Portland, USA, Remote (Construction, architecture, interior design)

During my time at All Star, being the company customer support, my role included:
1. Providing high-quality customer support for home appliance repair via phone, email and chat.
2. Solving customer requests, providing information on the status of orders and service services.
3. Processing of customer complaints, assistance in solving problems related to repair services.
4. Interacting with technicians and other internal teams to ensure timely service delivery.
5. Maintaining a positive image of the company through professional and friendly communication with clients.

Call Center Operator (Telecommunicaton)

from 02.2014 to 12.2016 (2 years 11 months)
Vodafone UK, England., Remote (Telecommunications and networking)

Vodafone Uk is one of the leading telecommunications companies in the United Kingdom and my role was in the or call center operator. My duty was to:
1. Talking to 250 inbound customers daily and helping them resolve their pain points.
2. To rectify any data or sim card issues or lift limits on sim cards.
3. To verify data and update internal CRM
4. To send sms of updates, promotions and offers to bulk contacts.
5. To write monthly reports.
6. Being a point of communication between customers and the company to resolve pain points.

Education

University of Hertfordshire, Hatfield, UK.

International Business Management (B.Sc), Kyiv
Higher, from 2014 to 2017 (3 years)

Knowledge and skills

• High working capacity
• Conducting online chats
• Fast typing
• Ability to work in multitasking mode
• Receiving incoming calls
• Management of CRM
• The first line of support
• Zendesk
• Email client
• AnyDesk
• Canva
• MS Office
• HubSpot
• Adaptability
• Sylectus
• Truckstop
• Google Docs
• Jira
• Purposefulness
• MS Excel
• Discipline
• Time management
• Effective communication
• Housecall Pro
• GCD
• Central Dispatch

Language proficiencies

English — fluent

References

• Ms. Grace Abasiofon

  Ms. Grace Abasiofon

  Call Center Manager, Vodafone UK

  Contact details are hidden

• Mr. Tom Davis

  Mr. Tom Davis

  Sales manager, Sonic Transportation Company

  Contact details are hidden

Additional information

My name is Major Pearson, an experienced Customer Support Representative with a decade of experience in delivering exceptional service to English speaking customers. I have spent the last ten years working remotely with US/Canadian companies, serving clients across PST, EST, CST, and Mountain time zones.

My Key skills include, fluent & effective communication with customers in English (phone, email & chat), proficiency in different corporate software like BATS CRM, RingCentral, Housecall Pro, Zendesk, Hubspot, Central Dispatch, Jira, Super Dispatch, MS Office etc). Having worked in multiple companies, I have incredible experience in learning and utilizing company script efficiently and my wide knowledge & ability to think on the spot helps me navigate grey areas.

I am reliable, disciplined, determined and result driven; with my only goal in the workplace to get things done and to achieve set objectives. I also do not make excuses or take sick days or unplanned holidays. I organize my time properly and execute my tasks in timely fashion.

What sets me apart from others?
Because of my background in Engineering and in Communication, I have developed immense problem solving skills, incredibly calm under pressure, very personable finding it easy to form a strong connection with customers on the phone and hold a good conversation, a very good listener (because listening helps us understand their pain points and the best solution or service that solves that problem thereby increasing the rate of return customers).

Additional strengths:

•⁠ ⁠Highly motivated
•⁠ ⁠Excellent time management
•⁠ ⁠Organized and prioritized work
•⁠ ⁠Goal-oriented
•⁠ ⁠Extremely computer savvy
•⁠ ⁠Team player
•⁠ ⁠Adaptable and quick learner

I'm seeking a full-time, opportunity that would allow me use my skills and experience to get outstanding results for the company over a long term collaboration. I have the necessary equipments for remote work,(a good M2 Chip laptop, headset and incredibly fast internet) and I am available to start immediately.

I would be interested in discussing the possibilities of joining, and my experience further at an interview.

Thank you.
Email: [open contact info](look above in the "contact info" section)
WhatsApp: [open contact info](look above in the "contact info" section)