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Work experience

Customer Service Representative – Roadside Assistance

from 11.2023 to 12.2025 (2 years 2 months)
AAA (American Automobile Association), Remote (Transportation and logistics)

•Managed 70+ inbound emergency roadside assistance calls per shift, providing immediate support for vehicle breakdowns, lockouts, battery failures, and towing needs.
•Coordinated logistics between members and third-party service providers, maintaining a 98% on-time dispatch rate.
•Utilized GPS and proprietary mapping tools to accurately locate members and provide precise ETAs in time-critical situations.
•Interpreted AAA membership policies and coverage to resolve complex billing and service eligibility issues.
•Achieved a 95% member satisfaction rating through empathetic communication and effective problem resolution.
•Maintained 100% compliance with safety and documentation standards, ensuring accurate CRM records for billing, service history, and feedback.
•Consistently demonstrated calm decision-making under pressure while managing multiple active service requests.

Customer Service Representative

from 12.2022 to 11.2023 (1 year)
Turo (USA), Remote (Transportation and logistics)

•Handled 60+ daily customer interactions via phone, chat, and email, maintaining a 96% CSAT score.
•Mediated disputes between vehicle hosts and guests regarding damages, late returns, cleaning fees, and policy enforcement.
•Conducted risk assessments by reviewing documentation and identifying potential fraudulent activity.
•Resolved booking, insurance, and roadside assistance issues in a fast-paced peer-to-peer marketplace environment.
•Ranked in the top 10% of team performance for Average Handle Time (AHT) and First Contact Resolution (FCR).
•Documented detailed case notes using Zendesk and Salesforce to support escalations and platform improvements.

Logistics Coordinator / Customer Service Representative

from 08.2021 to 10.2022 (1 year 3 months)
MoveWheels Auto Transport, Remote (Transportation and logistics)

Managed the full vehicle shipping lifecycle, from instant quote generation to final delivery coordination.
•Produced 30+ daily shipping quotes, applying market analysis and pricing tools to remain competitive.
•Negotiated rates and schedules with independent carriers to protect profit margins and delivery timelines.
•Educated customers on insurance coverage, transport options, and bill of lading requirements.
•Resolved delays caused by weather, carrier cancellations, or market volatility through proactive solutions.

Virtual Medical Receptionist

from 11.2019 to 07.2021 (1 year 9 months)
Clinica Sierra Vista, Remote (Medicine, pharmacy)

•Served as the first point of contact for new and returning patients, handling inbound calls and appointment scheduling.
•Booked, rescheduled, and confirmed medical and surgical appointments, including urgent cases.
•Processed patient payments and coordinated billing with insurance providers.
•Generated invoices and monthly administrative reports.
•Provided COVID-19 guidance and coordinated emergency ambulance pickups for high-risk patients.
•Ensured accurate routing of patient inquiries to appropriate departments.

Call Center Representative

from 06.2018 to 09.2019 (1 year 4 months)
O2 UK, Remote (Telecommunications and networking)

•Managed 150 inbound calls daily from UK customers, resolving service and network issues.
•Troubleshot SIM card, data, and connectivity problems while maintaining high call quality standards.
•Verified customer data and updated CRM records accurately.
•Sent bulk SMS communications for promotions and service updates.
•Prepared monthly performance and service reports.

Education

University of Nicosia

Bachelor of Science (BSc) – Business Management Nicosia, Kyiv
Higher, from 2013 to 2017 (4 years)

Evergreen High School

Kyiv
Secondary, from 2006 to 2012 (6 years)

Knowledge and skills

• Adaptability
• Customer Support & Service Excellence
• Conflict De-escalation
• Active listening
• Problem Solving & Critical Thinking
• Time management
• Multitasking in High-Volume Environments
• Empathetic Communication
• Attentiveness
• First Contact Resolution (FCR)
• Case & Ticket Management
• Documentation & Record Accuracy
• Remote Work Discipline
• Team Collaboration
• CRM Navigation (Salesforce
• Zendesk
• HubSpot)
• Professional Phone
• Email & Chat Communication
• Fast Learning & Process Adoption
• Data management

Language proficiencies

English — fluent

Additional information

I’m a Result driven Customer Support Professional with over 10 years of experience supporting US and Canadian customers across roadside assistance, healthcare, transportation, logistics, and telecommunications. Proven ability to manage high-pressure, time-sensitive situations while delivering empathetic, policy compliant resolutions. Highly skilled in multi channel support, CRM systems, conflict de-escalation, and remote collaboration across multiple North American time zones. Seeking a full-time remote role where customer satisfaction, efficiency, and service excellence are prioritized.