Roman

Nefedov Roman
31.05.2002
[open contact info](look above in the "contact info" section)
Ivano-Frankivsk,Ukraine

English—Fluent
Ukrainian—Native
Russian — Native
Work experience:
02.10.2021 - 02.05.2022 - Technical support (Support Department, Trackensure ELD)
Responsibilities:
• Provided comprehensive support to truck drivers, fleet owners, and dispatchers via phone and chat, ensuring seamless app usage and regulatory compliance.
• Delivered clear and detailed consultations regarding FMCSA regulations, enhancing customer understanding of driver logbook management.
• Acted as a troubleshooting specialist for ELD devices and mobile apps, resolving technical issues quickly to minimize driver downtime.
• Addressed and resolved customer inquiries, concerns, and complaints, demonstrating patience, professionalism, and empathy.
• Built long-term customer trust through problem-solving, technical expertise, and continuous support across various levels of the trucking industry.
• Specialized in de-escalating conflict situations with drivers under stress or time pressure, achieving high customer satisfaction even in tense scenarios.

02.05.2022 - 01.09.2023 - Audit Assistant (Audit Department, Trackensure ELD)
Responsibilities:
• Supported customers by gathering and organizing documentation necessary for various regulatory audits (New Entrant, IFTA, Insurance, IRP, Local, and Investigations, internal ones, Insurance).
• Acted as a third-party liaison between drivers, motor carriers, auditors, inspectors, and institutions, ensuring smooth communication and audit readiness.
• Led and coached a small team to efficiently prepare and submit customer documentation, prioritizing accuracy and client needs.
• Selected critical log periods strategically to increase the chance of audit success, demonstrating a strong commitment to customer outcomes.
• Maintained continuous, proactive communication with clients during the audit process, ensuring transparency, support, and compliance.
• Resolved customer concerns regarding audit requirements by offering calm, clear guidance and diffusing potential conflicts with regulatory authorities.

01.09.2023 – 21.07.2024 – Safety Manager/ ELD Monitoring Manager (AVN Logistics)
Responsibilities:
• Consult U.S. truck drivers and trucking companies on managing traffic violations, MVR (Motor Vehicle Records), and CSA (Compliance, Safety, Accountability) scores.
• Provide individualized advice on different types of traffic violations and assist clients with determining the best next steps in each situation.
• Coordinate court dates for drivers, assist in locating qualified attorneys, and guide clients through legal and administrative procedures.
• Working with drivers' medical records, assigning drug tests to them.
• Prepared all the documentation and underwent all types of audits.
• Managed compliance with FMCSA regulations related to drug and alcohol testing for commercial drivers, ensuring company adherence to federal safety standards.
• Conducted pre-employment and annual driver screenings through the FMCSA Clearinghouse, verifying the status of drivers' records before hiring and ensuring continuous compliance with federal requirements.
• Conducted background checks and pre-employment screenings, including verifying previous employment, driving records, and criminal history to ensure compliance with federal and state regulations.
• Ensured compliance with FMCSA regulations regarding driver qualifications, including verifying Commercial Driver’s License (CDL) status, medical certification, and drug/alcohol testing records.
• Managed driver onboarding processes, including completing all necessary documentation, providing training on company policies and safety procedures, and introducing drivers to internal systems and operational protocols.
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21.07.2024 – Present – Support Team Leader (Support Department, Trackensure ELD)
Responsibilities:
• Led and managed a team of technical support specialists, ensuring high-quality customer service and efficient issue resolution for clients across various platforms and systems.
• Trained, mentored, and developed team members, providing ongoing feedback, coaching, and career growth opportunities to enhance team performance.
• Provided escalated support for complex technical issues, troubleshooting and resolving advanced problems in collaboration with other departments and stakeholders.
• Monitored and analyzed performance metrics, identifying areas for improvement and implementing process optimizations to increase customer satisfaction and team efficiency.
• Managed team scheduling, ensuring adequate coverage and efficient distribution of tasks to handle incoming support inquiries.
• Created and updated internal knowledge bases and support documentation, ensuring the team had access to the latest troubleshooting guides and best practices.