Eugene

Eugene Trofimov
Dispatcher, Customer Support Specialist
Date of birth: 05/27/1983
Contact phone: [open contact info](look above in the "contact info" section)
WhatsApp: [open contact info](look above in the "contact info" section)
Telegram: @EugeneTravis
Viber: [open contact info](look above in the "contact info" section)
E-mail: [open contact info](look above in the "contact info" section)

Work experience:
03.2026 – till now: “Simply Contact” – customer support for car-hailing BOLT (Europe markets)
Position: Customer Support Specialist
job responsibilities:
- Handled incoming inquiries from passengers and drivers via the ticketing system and email, ensuring timely and
effective resolution of issues.
- Analyzed ride-related complaints (cancellations, chargebacks, driver behavior) and made decisions in accordance
with internal company policies.
- Escalated complex or non-standard inquiries to the appropriate departments (finance, security, technical support)
with a full description of the situation.
- Used CRM systems and internal guidelines to efficiently handle inquiries and adhere to company standards.
- Ensured high customer satisfaction (CSAT) through accurate, polite, and prompt responses.

05.2025 – 03.2026: CCIG Ukraine – Call center for airlines of WIZZAIR
Position: Customer Support Specialist
job responsibilities:
- Advising customers on air tickets, reservations, flight changes, refunds and additional services;
- Resolving conflict and non-standard situations related to delays, flight cancellations and schedule changes;
- Making changes to reservations and working with the airline's internal systems (PNR, CRM, payment systems);
- Providing customers with information about air transportation rules, tariffs and airline policies;
- Recording customer requests and reporting on the results of interaction.

03.2024 - 02.2025: Handicap International (non-governmental organization), Ukraine, South region.
Position: Transportation service dispatcher (Humanitarian access and security department)
job responsibilities: making a plan for team movements and distributing transport and drivers for mission execution;
determining mission locations and analyzing possible risks or threats; tracking the movements of teams and assessing
the degree of danger in the process of monitoring and managing security issues; implementing security instructions (in
the format of briefings, trainings); supporting the logistics department.

05.2023 - 01.2024: International Logistics Company TIMEIS LLC, Viking Trans s.r.o.
Position: Logist for international transportation (Europe trucking)
job responsibilities: involvement of cargo owners in cooperation with the company, search for trucks for cargo
transportation, preparation of documents for cargo transportation, control of loading/unloading of trucks, reporting
and document management.

02.2022 - 04.2023: StarWay, corp., Rapid Express LLC, USA Transport LLC.
Position: Logistics dispatcher (USA trucking)
job responsibilities: organizing the transportation of loads in the United States, searching for loads on boards and
agreeing rates with a broker, signing of rate confirmations for the transportation of loads, dispatching drivers,
controlling the loading/unloading of trailers, monitoring the timely delivery of loads, searching for truck owners for
further cooperation, database support.
Education: higher
 2001-2007: National University of Shipbuilding, Ukraine, Nikolaev city
specialist in the direction: "Software for automated systems".
 Professional skills:
 Knowledge of languages: Russian, Ukrainian - fluent; English – upper-intermediate.
 PC knowledge: high level;
software skills: 1C:Enterprise 8.0, Microsoft office (Word, Excel, Power Point), skills work with Internet
services (Google Docs/Tables, Google Maps, Opera, Outlook Express);
 Driving license - category B.
Personal qualities:
 High responsibility
 Sociability
 Ability to work in a team
 Tendency to learn and develop
 Result orientation