Maksym

MAKSYM KOTLIAROV
TARGET ROLES: TRUCK DISPATCHER | LOGISTICS COORDINATOR
FREIGHT BROKER ASSISTANT | CARRIER SALES REPRESENTATIVE
Modena, Italy | [open contact info](look above in the "contact info" section) (WhatsApp) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Telegram: @cottlem
Available immediately | Full-time remote | Available for US-market hours
PROFESSIONAL SUMMARY
Client relations and sales leader with 6+ years of experience in international B2C sales, customer retention, high-volume outbound calling, and team leadership. Strong spoken and written English (B2), with daily experience supporting customers across Europe, Australia, Canada, and the UK. Skilled in negotiation, client issue resolution, scheduling, KPI tracking, and coaching teams of 7-8 people. Transitioning into US freight logistics and ready for full training.
CORE SKILLS
Phone and Email Communication | International Client Relations | Price and Terms Negotiation | Problem Resolution | High-Volume Outbound Calling | Scheduling and Coordination | KPI Tracking and Reporting | Team Leadership | Training and Onboarding | Remote Collaboration
PROFESSIONAL EXPERIENCE
CONFIDENTIAL INTERNATIONAL CLIENT SERVICES COMPANIES (NDA)
International Markets / Remote | Jan 2022 - Feb 2026
Retention Team Lead (Mar 2024 - Feb 2026) | Retention Manager (Sep 2023 - Feb 2024) | Sales Team Lead (Mar - Aug 2023) | Retention Manager (Jun 2022 - Feb 2023) | Sales Manager (Jan - May 2022)
• Led teams of 7-8 retention and sales agents, covering recruitment with HR, onboarding, daily coaching, call reviews, scheduling, performance management, and KPI reporting.
• Recruited and trained a seven-person sales team from the ground up; the team produced results in its first month and achieved nearly 300% of target by the second month.
• Managed 150-500 outbound calls and call attempts per day, depending on shift length, including English-language cold calls, live customer conversations, and follow-ups across Europe, Australia, Canada, and the UK.
• Achieved 90-120% of individual sales targets and worked toward a monthly goal of 25 new customer acquisitions; earned promotion after five months of consistently strong performance.
• Managed 15-20 active client relationships per day, handling retention, reactivation, upselling, cross-selling, complaints, and long-term VIP accounts.
• Resolved escalated customer issues, calmed difficult conversations, rebuilt trust, and retained accounts that were at risk of leaving.
• Created scripts, checklists, and training workflows; monitored contact rate, conversion, average transaction value, retention, and objection handling. Several trained team members later advanced into senior leadership roles.
BRITISH AMERICAN TOBACCO
Ukraine | 2019 - 2021
Retail Sales Consultant
• Advised customers, presented consumer products, and tracked sales, conversion, and average transaction metrics while consistently meeting assigned targets.
• Regularly ranked among the top 1-2 sales performers and supported international customers in English; completed a three-month remote cold-calling assignment during COVID-19 to promote new products.
TECHNICAL SKILLS AND LANGUAGES
Tools: Google Sheets, Microsoft Excel, amoCRM, Zoiper/VoIP, Slack, Rocket.Chat, WhatsApp, Telegram, Viber, and email platforms.
AI tools: Advanced use of AI tools for research, spreadsheet support, workflow optimization, and rapid problem-solving.
Languages: Ukrainian and Russian (native); English (B2, professional working proficiency); Italian (B1); Polish (A2).
EDUCATION
GENERAL SECONDARY EDUCATION | Secondary School No. 5, Sokal, Ukraine | 2018