Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/17769078/

Work experience

Customer support representative

from 03.2024 to 08.2026 (2 years 6 months)
Kingstanfrank Online Store, Remote (Retail)

• Led a project that reduced processing time by 35% after identifying a major bottleneck.
• Delivered a key project two weeks ahead of schedule while collaborating with two cross-functional departments.
• Presented weekly progress updates to a 10-member team, improving communication, transparency, and reporting accuracy.
• Maintained high customer satisfaction and achieved a strong first-contact resolution rate.
• Managed customer inquiries via Intercom, live chat, email, phone, and Slack.
• Processed customer orders and accurately documented interactions in CRM systems.
• Resolved order, delivery, payment, refund, and product-related issues promptly and professionally.
• Collaborated with cross-functional teams to improve service delivery and ensure timely issue resolution.

Customer service manager

from 02.2020 to 12.2023 (3 years 11 months)
Jay-Jay Peters Ltd, Remote (Retail)

• Assisted over 40 customers daily, handling inquiries and maintaining high levels of customer satisfaction.
• Directed incoming calls, processed and tracked customer orders and payment statuses to ensure smooth transactions.
• Resolved customer issues promptly using strong problem-solving skills, improving the overall customer experience through clear communication and personalized service.
• Applied effective sales and persuasion techniques to assist undecided customers in making informed purchasing decisions, resulting in higher-value purchases.
• Handled customer inquiries and turned interactions into sales while maintaining a customer-focused approach.

Customer support representative

from 05.2017 to 10.2019 (2 years 6 months)
Pristine Connections Group LLC, Remote (Transportation and logistics)

• Managed dispatch boards and coordinated load assignments, ensuring accurate scheduling and timely pickups and deliveries.
• Tracked driver locations in real time and provided updates to clients and internal teams.
• Provided drivers with navigation support and resolved on-road issues to minimize delays.
• Communicated with brokers and clients, maintaining clear and consistent updates throughout the dispatch process.
• Applied key logistics concepts, including detention, layover, and TONU, in load management and reporting.
• Handled inbound calls and emails, providing service information and resolving customer inquiries.
• Reviewed customer accounts, calculated charges, processed billing, and followed up on outstanding payments.
• Maintained accurate dispatch and customer records.
• Improved service delivery through cross-functional collaboration and process improvements.
• Consistently met deadlines while maintaining high levels of customer satisfaction and supporting customer retention.

Education

University of Lagos

Bachelor of Arts (BA), English Language, Kyiv
Higher, from 2013 to 2017 (4 years)

As an English Language graduate, I have strong communication and customer service skills developed through academic training and practical application which makes me a strong fit for teams seeking reliable and responsive customer support.

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Critical thinking
• Productivity
• Accuracy
• Effective communication
• Attentiveness
• Customer
• Attracting new customers
• Initiative
• Receiving and processing orders
• Conducting online chats
• Production management
• Уважність
• Адаптивність
• Чесність
• Здатність до навчання
• Ведення CRM
• Активний продаж
• Management of CRM

Language proficiencies

English — advanced

Additional information

I am available for remote work with flexible hours and able to start immediately. Fluent in English, with strong proficiency in CRM tools, Microsoft Office, and online communication platforms. I have a reliable internet connection and a structured work environment that supports productivity with the ability to work effectively both independently and as part of a team.