Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/14461546/

Work experience

Customer service manager

from 09.2025 to now (5 months)
Express Appliance Repair, Remote (Telecommunications and networking)

Responsible for resolving customer issues and maintaining smooth communication

In charge of handling both inbound and outbound calls

Managing the scheduling and booking of service appointments

Coordinating technicians and organizing daily dispatch

Organizing team meetings and supporting internal communication

Tracking customer payments and job updates using spreadsheets

Managing the company’s email inbox and ensuring timely responses

Customer support representative

from 03.2025 to 06.2025 (4 months)
Techvill Appliance Repair ltd., Remote (Public and business services)

-Managed over 50 customer interactions weekly via phone, email, and CRM,
addressing inquiries and service requests efficiently.
- Coordinated schedules for 10+ technicians, ensuring prompt service delivery
and minimizing appointment conflicts.
- Sent structured billing reminders and followed up on late payments,
successfully recovering overdue balances.
- Dispatched detailed job information to technicians, improving service accuracy
and reducing site errors.
- Handled complaints and escalations with empathy and professionalism,
maintaining high customer retention.
- Maintained accurate documentation of over 1,000 customer profiles, service
details, and job histories.
- Used Service Titan to update customer records, create service tickets, and
manage dispatch logistics.

Customer support representative

from 09.2023 to 01.2025 (1 year 5 months)
Bozmanfix LLC., Remote (Public and business services)

Used HouseCall Pro CRM to schedule service appointments, assign technicians, and maintain accurate client and appliance records.

Handled incoming phone calls and responded to inquiries via Yelp, converting leads into scheduled service calls.

Dispatched technicians based on availability, location, and job priority, ensuring efficient route planning and minimal service delays.

Collected and organized all necessary client and appliance information to prepare technicians for successful on-site visits.

Provided real-time updates and support to both clients and technicians, ensuring smooth coordination and customer satisfaction.

Sent follow-up messages to confirm appointments, gather feedback, and issue invoices or payment reminders as needed.

Assisted in managing parts orders, rescheduling visits, and updating job statuses within the CRM system..

Customer Support Representative

from 07.2023 to 12.2023 (6 months)
Universal SkyVIP Services, Remote (Tourism)

- Responded to client queries via phone and email, handling service bookings, cancellations, and policy clarifications.
- Educated clients on airport-specific requirements, avoiding delays or service disruptions.
- Generated secure payment links, ensured transaction success, and followed up on unpaid bookings.
- Assisted high-value clients with customized services, ensuring premium customer experience.
- Logged client data and interaction notes accurately in CRM tools for consistent follow-up and reference.
- De-escalated service issues while maintaining customer satisfaction and brand trust.
- Worked collaboratively with airport representatives and ground agents to confirm availability and special requests.

Education

IBB University

Communications, Kyiv
Higher, from 2010 to 2014 (4 years)

Degree in mass communication

Additional education and certificates

Salesforce

In view

Professional Foundation

3 months

AI career Essential

6 weeks

Virtual Assistant

8 weeks

Graphic design

In view

Knowledge and skills

• Communicability
• Organizedness
• Documentation management
• MS Office
• Conflict-free
• Responsibility
• Competent oral and written language
• Honesty
• Adaptability
• Management of CRM
• Operativeness
• Discipline

Language proficiencies

English — above average

Additional information

I am a reliable, organized, and customer-focused professional with strong communication and interpersonal skills. I am known for being patient, empathetic, and calm under pressure, which allows me to handle inquiries, resolve issues, and support customers effectively. I have experience using CRM systems, ticketing platforms, email support, and phone communication to deliver accurate and timely assistance.

Throughout my previous roles, I have consistently improved customer satisfaction, reduced response times, and met or exceeded performance targets. I value clear communication, teamwork, and structured workflows. I am comfortable in different work settings, but I prefer remote work, where I can stay focused, productive, and fully dedicated to delivering high-quality service.

In my spare time, I enjoy learning new tools, reading, and participating in professional development activities to continue growing in the customer service field.