Contact information

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

Work experience

Executive Assistant | Customer Service & Operation

from 02.2026 to now (9 months)
PKC Appliance Repair, Remote (Telecommunications and networking)

* Managed daily administrative and operational activities, coordinating schedules, priorities, deadlines, and follow-up actions across multiple teams and service areas.

* Coordinated field personnel, management, customers, and other stakeholders, ensuring clear communication, timely updates, and effective resolution of scheduling and operational issues.

* Independently handled changing priorities, emergency requests, delays, cancellations, and other unexpected issues, researching available options and implementing practical solutions to keep operations running smoothly.

* Managed four company email accounts, preparing and responding to time-sensitive correspondence, organizing information, forwarding relevant matters to the appropriate people, and ensuring outstanding issues were followed up.

* Monitored ongoing tasks and unresolved matters, maintaining follow-ups with relevant team members and ensuring important issues were not overlooked or left incomplete.

* Prepared and maintained a bilingual English/Russian Operator Handbook, documenting standard operating procedures, communication standards, scheduling processes, fee structures, and administrative workflows.

* Onboarded and trained new office personnel, explaining company procedures, communication standards, CRM systems, scheduling processes, and day-to-day administrative workflows.

* Supported management with administrative coordination, operational reporting, data tracking, document preparation, and process improvements, often working independently with minimal supervision.

* Processed invoices and payments, maintained bookkeeping records through Wave, and reviewed field documentation and invoices to identify discrepancies and ensure accuracy.

* Prepared and analysed operational reports covering team performance, scheduling efficiency, compliance, lead acquisition costs, customer acquisition, and service performance, providing management with information needed for decision-making.

* Maintained a 93% inbound-to-booking conversion rate and 97% customer satisfaction through proactive communication, effective follow-up, attention to detail, and timely resolution of customer and operational issues.

* Used AI tools, including ChatGPT, to research information, analyse data, prepare and improve professional correspondence and documents, develop procedures, and improve administrative and operational efficiency.

Customer service manager

from 09.2025 to now (1 year 2 months)
Express Appliance Repair, Remote (Telecommunications and networking)

* Managed day-to-day customer service operations, overseeing customer inquiries, service requests, appointment scheduling, and follow-up activities to ensure a smooth customer experience.

* Oversaw the customer journey from initial inquiry through appointment completion, ensuring customers received accurate information, timely communication, and appropriate support at every stage.

* Managed customer communications and escalations, resolving service concerns, addressing objections, and coordinating with technicians and management to identify and implement effective solutions.

* Supervised appointment scheduling and technician coordination, balancing customer requirements, technician availability, service areas, and daily routes to maintain efficient operations.

* Monitored and followed up on open customer cases, unsold estimates, pending repairs, payments, and other outstanding matters to ensure issues were brought through to completion.

* Maintained accurate customer and job records using CRM systems and spreadsheets, monitoring job progress, payment status, service history, and follow-up requirements.

* Managed the company email inbox, handling customer correspondence, service-related requests, complaints, and after-sales support while ensuring timely and professional responses.

* Supported and guided team members on customer service procedures, communication standards, scheduling workflows, and company policies to maintain consistent service quality.

* Worked closely with management and field technicians to resolve operational and customer service issues, provide updates, and improve overall service delivery.

* Monitored customer service performance and booking activity, identifying recurring issues and opportunities to improve customer satisfaction, conversion, and operational efficiency.

Customer service/Dispatch

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.

Dispatcher/Customer service

from 09.2024 to 07.2025 (11 months)
Blue Ridge Appliance Repair, 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 01.2024 to 08.2024 (8 months)
Best Appliance Repair, Remote (Telecommunications and networking)

- Managed incoming customer calls, texts, and emails regarding appliance repair service requests, scheduling appointments, rescheduling visits, and handling cancellations.

-Guided customers through service fees, diagnostic charges, and payment procedures to prevent appointment delays or service interruptions.

-Generated secure payment links for service calls and deposits, verified successful transactions, and followed up with customers regarding unpaid invoices.

-Assisted priority and property management clients with tailored scheduling and service coordination to ensure efficient and professional service delivery.

-Maintained accurate customer records, appliance details, and service history in CRM systems to support technicians and improve follow-up service.

-Resolved customer concerns and de-escalated service issues while protecting company reputation and maintaining a high level of customer satisfaction.

Executive Assistant

from 03.2019 to 12.2023 (4 years 10 months)
LADOL, Remote (Transportation and logistics)

Managed executive calendars, scheduled meetings, coordinated appointments, and ensured efficient daily workflow.

Handled professional communication with clients, partners, and vendors through phone, email, and messaging platforms.
Organized documents, reports, and confidential records while maintaining accurate filing systems.

Assisted with project coordination, tracking deadlines, and ensuring tasks were completed on schedule.

Prepared reports, summaries, and presentations to support executive decision-making.

Managed travel arrangements, meeting logistics, and event coordination when required.

Maintained CRM and internal databases by updating client information, notes, and activity records.

Handled problem-solving tasks, followed up on pending matters, and ensured smooth communication between departments.

Supported customer service and administrative processes to improve operational efficiency and client satisfaction.

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

4 months

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.