Luka

EXPERIENCE

Customer Support Representative Sep 2021 - Mar 2025

TrackEnsure ELD
Remotely

Professional Summary

Customer‑focused Technical Support Specialist & Team Leadwith over 3 years of
experience supporting U.S.‑based clients in the trucking industry, primarily with
Electronic
Logging Devices (ELDs).

Customer Support Representative | Sep 2021 – Feb 2023 → Team Lead | Mar 2025
Luka
• Handled 30+ daily phone, chat, and ticket requests, including high‑priority (hotline)
Yevtushenko cases, from U.S. trucking clients.

Customer Supprot & Success, • Diagnosed and resolved complex hardware/software issueson ELDs and
telematics systems, escalating to engineers when needed.
Teamlead
• Promoted to Team Lead within one year; supervised and coached 7 support
agents across 3 countries.
ABOUT ME
Tech-savvy Customer Support & • Led onboarding and training sessions, maintained internal knowledge bases, and
Success specialist with hands-on provided daily support to team members.
experience in team leadership, feature
adoption, and logistics operations. • Managed conflict resolution with difficult clients, ensuring issues were
Proven track record of improving user de‑escalated and resolved professionally.
retention, creating engaging visual
release documentation, and • Regularly communicated with fleet, owners and company decision‑makers to
collaborating directly with Product clarify business‑critical details.
and Dev teams to fix critical bugs.
Skilled in leveraging tools like • Prepared reports and filled support dashboardsto track team KPIs,
Intercom, Jira, Figma, and HTML/CSS performance,and client feedback.
to streamline operations and drive
product engagement. • Collaborated with Product and Engineering teams to log bugs and
suggestimprovements to user interface and system behavior.

CONTACT
Ukraine, Mykolaiv

[open contact info](look above in the "contact info" section)

[open contact info](look above in the "contact info" section)

16.03.2000

LANGUAGES

Ukrainian
Russian
English

HOBBIES EXPERIENCE

Customer Support & Success Team Lead (3 months) April 2025 - April 2026
Gym Guitar
Customer Support & Success Representative (9 months)
Photography Logity.tech

Psychology & personal Remotely

development Key Accomplishments & Impact

Distance running Coffee
Resolved Critical Role Assignment Bug: Identified an incorrect role-assignment logic
Books affecting newly registered users; escalated and pushed the Engineering team for an
urgent hotfix, reducing driver role complaint tickets by 95%.

Boosted Feature Adoption: Spearheaded the creation of engaging AI-generated
video tutorials, release notes, and casual, lighthearted updates (including memes),
significantly driving feature adoption and reviving interest in legacy tools.

Data-Driven Communication: Conducted weekly customer profile analysis to adapt
communication strategies to user behavior, keeping release updates directly
relevant and actionable for both brokers and drivers.

Core Responsibilities & Operations

Team Leadership: Managed day-to-day operations and workflows for a 4-agent
support team across two core products: a Broker TMS platform and a Driver Mobile
Tracking app.

Cross-Functional Collaboration: Served as the primary liaison between end-users,
Product, and Engineering teams; managed ticketing queues, bug reports, and hotfix
requests.

Retention & Success Strategy: Tracked and worked to reduce customer churn,
increased feature adoption, and designed visual/video materials using Figma and
simple video editing software to streamline customer onboarding and education.

Freight Dispatcher April 2026 - July 2026

Box Truck Operations
Remotely

Load Sourcing & Bidding: Utilized Sylectus to source, analyze, and bid on freight
loads tailored to box truck specifications and driver availability.

Broker & Driver Coordination: Managed direct communications with freight brokers
to negotiate spot rates, clarify load details, and coordinate driver schedules.

Internal TMS & Logistics Management: Maintained real-time driver availability data
within an in-house TMS, ensuring accurate matching of capacity to available freight.

Operational Expertise: Mastered box truck payload capacities, dimension limits, and
pallet layouts to ensure compliant and efficient load allocation under fast-paced
manual workflows.

EXPERIENCE

Safety Assistant (Current Position) Aug 2026 - Sep 2026

Fleet Safety & Compliance
Remotely

HOS & Logbook Compliance: Monitor Hours of Service (HOS) logs and electronic
logging devices (ELD) daily to identify violations, form/manner errors, and
unassigned driving time across the fleet.

Telematics & Camera Audits: Review Samsara dashcam triggers (harsh braking,
rapid acceleration, speeding, and distracted driving) to document safety events and
ensure footage is accurately flagged.

Driver Communication & Support: Reach out directly to drivers to resolve logbook
conflicts, assist with duty status by clarification driver needs, and provide basic
guidance on DOT/FMCSA compliance standard practices.

Record Keeping & Incident Documentation: Maintain organized safety records, track
recurring driver violations, and compile raw data/reports for upper management or
safety leads to address high-risk behaviors.

EDUCATION

B.Sc. Radiophysics & IT Technologies Sep 2017 – July 2021

V. N. Karazin Kharkiv National University
Kharkiv

SOFT & HARD SKILLS

HTML/CSS
Intercom, Jira, Confluence, Zendesk

Figma, Miro, AI Video Generators, Basic Video Editing
Software
Samsara, Sylectus, Custom TMS Platforms, ELD
Systems

Hours of Service (HOS) Auditing, Logbook
Verification, FMCSA/DOT Basic Guidelines
Feature Adoption, Churn Reduction Strategy, User
Onboarding, Release Notes Creation, Customer
Profiling
Product & Development Liaison, Bug Escalation &
Hotfix Prioritization, Broker & Driver Relations
---
Cross-Functional Communication
Problem-Solving & Initiative
Adaptability: Transitioning between support, team
leadership, freight dispatch, and safety compliance.

Empathy & Active Listening: Analyzing customer
profiles week-to-week to adapt your tone and keep
users engaged.
Leadership & Coaching: Managing a team of 4 & 7
agents and guiding drivers through compliance
issues.