Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/14461546/?puid=2247203

Work experience

Business Assistant

from 02.2026 to now (5 months)
PKC Appliance Repair, Remote (Telecommunications and networking)

* ​​Authored and updated a bilingual English/Russian Operator Handbook standardizing SOPs for phone scripts, scheduling rules, and fee structures.

​*Onboarded and trained new office personnel on customer service standards, operational workflows, and CRM software.
​Managed daily service scheduling and real-time route optimization for field team to accommodate emergency requests and minimize turnaround times.

​*Achieved a 93% inbound-to-booking conversion rate and maintained a 97% customer satisfaction rating through proactive client management.

​*Processed daily invoicing, collected payments, and managed bookkeeping via Wave while auditing field team invoices for billing accuracy.

*​Tracked operational metrics, including field team performance, compliance documentation, and customer acquisition costs across Google and Thumbtack.

Customer service manager

from 09.2025 to now (10 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 09.2024 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.