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Work experience

Customer Support & Dispute Resolution Specialist

from 12.2025 to now (9 months)
Scalivo GmbH, Дистанційно (Пошук персоналу, HR)

Customer Support & Communication:

⦁ Handled incoming customer inquiries via chat and email
⦁ Provided support for order-related issues, including returns, refunds, and incorrect orders
⦁ Updated and maintained customer records in CRM systems
⦁ Coordinated with internal teams (logistics / fulfillment / operations) to resolve order issues

Dispute Resolution & Payment Operations:

⦁ Handled payment disputes and chargeback cases, reviewing order history and transaction details
⦁ Assessed evidence to determine refund eligibility based on company policies
⦁ Documented decisions and provided justification in line with payment provider rules
⦁ Issued refunds for valid claims, coordinated with internal teams on complex payment issues, and ensured timely case resolution

Career break

from 06.2025 to 11.2025 (6 months)
Самоосвіта, підвищення рівня англійської мови та пошук проекту

Customer Service Representative (Dispatcher)

from 07.2023 to 05.2025 (1 year 11 months)
American HVAC Service Company (Heating, Ventilation & Air Conditioning, Дистанційно (Послуги для населення та бізнесу)

Responsibilities:
⦁Answering incoming customer calls, providing consultations, and processing requests
⦁Scheduling technician visits and creating daily work schedules
⦁Entering customer and order data into CRM
⦁Coordinating the technical team’s work, updating schedules Iin case of changes or urgent requests
⦁Informing customers about visit times, possible delays, and providing feedback
⦁Cooperating with the supply department and management to resolve work issues
⦁Working in line with American service company standards: punctuality, accuracy in data entry
Key achievements:
⦁Maintained the highest KPI level consistently for the last 1.5 years
⦁Efficiently handled 50+ calls daily while maintaining high communication quality and fast response times
⦁Ensured 100% accuracy of data entry in the CRM system
⦁Improved customer satisfaction, confirmed by positive reviews and repeat requests
⦁Helped new employees adapt quickly by training them in customer communication and internal systems
⦁Played a vital role in service continuity during peak winter/summer seasons

Regional manager

from 07.2019 to 06.2023 (4 years)
Hop Hey, Черкаси (Роздрібна торгівля)

Responsibilities:
⦁Managed the regional chain of stores in Cherkasy
⦁Recruited, trained, and motivated staff to meet company standards
⦁Conducted regular checklists in line with service and store operation standards
⦁Set and tracked team performance goals (sales plans, KPIs)
⦁ Developed strategies to increase sales and improve customer experience
⦁Created staff schedules
⦁Controlled supply of goods and materials
⦁Opened new retail outlets in the region
⦁Conducted competitor market analysis
⦁Worked with internal and analytical systems: Google Docs, Bitrix24, 1C, QlikView, MS Office
Key achievements:
⦁Best Store, Q1 2021
⦁Best Retail Outlet in the Northern Region
⦁1st Place: Sales Plan Performance 2020
⦁1st Place: Average Receipt Performance 2020

Sales Consultant/Seller

from 08.2018 to 06.2019 (11 months)
Hop Hey, Черкаси (Роздрібна торгівля)

Responsibilities:
⦁Customer service according to company standards
⦁Maintained store cleanliness and operability control
⦁Conducted product inventory and quality checks
⦁Worked with 1C and Google Docs, handled sales and product training
⦁Operated beer equipment and participated in sales/beer culture workshops

Education

Education Cherkasy State Technological University

Faculty of Computerized Engineering Technologies and Design, Motor Transport, Черкаси
Higher, from 2014 to 2018 (4 years)

Additional education and certificates

Course: Oleksandr Friedman “You or Chaos: Professional Planning for Regular Management”

2019 (2 months)

Course: Oleksandr Friedman “Delegation: Results Through Employees”

2019 (3 months)

Course: Oleksandr Friedman “Control and Coordination: Ensuring Delegated Work is Completed”

2019 (2 months)

Training “Service Standards”

2018, 2021

Training “Working with Objections”

2018, 2021

Training “The Art of Presentation”

2018, 2021

Training “Customer Orientation”

2018, 2021

Course “Effective Customer Communication” (internal corporate training)

2023

Technical Introduction to HVAC Systems (internal dispatcher training)

2023

Knowledge and skills

• Software & Tools: MS Excel
• MS Word
• 1C
• CallRail
• HelpCrunch
• Bitrix24
• Google Docs
• Gmail
• QlikView
• MindManager
• Salesforce CRM

Language proficiencies

• Ukrainian — fluent
• English — above average

Additional information

⦁ Core Competencies: Team leadership, customer service, scheduling & coordination, sales analysis, process optimization, and time management.

⦁ Team & Leadership: Strong team management skills with a focus on creating a positive, productive atmosphere and driving results for both personal and team growth.

⦁ Organization & Adaptability: Excellent time management, planning, and task prioritization. Fast learner of new software, tools, and workflows.

⦁ Communication & Problem Solving: Calm, polite, and effective communicator in high-stress or challenging situations. Experienced in communicating with English-speaking customers and technical teams.

⦁ Workplace & Energy Independence: Equipped with a stable fiber-optic internet connection and a backup power station to ensure uninterrupted operation during power outages.