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OLEKSII DIDKOVSKYI
Senior Customer Support Representative
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Kyiv, Ukraine

SUMMARY SKILLS
Customer Support Representative with 7+ years of experience CRM & Tools Communication
handling 200+ daily inquiries across phone, email, and chat. Skilled
in troubleshooting billing, leasing, and account issues, de-
Technical support
escalating complex cases, and using CRM tools to keep response
times low and CSAT above 95%. Comfortable working in fast-paced
Customer Support & Success
environments, following processes, and improving them when
needed.
Problem resolution

EXPERIENCE
TRAINING/COURSES
Customer Support Representative
Customer Service Training
Signature Auto Group
Learned advanced customer service
12/2020 - Present Brooklyn, NY
techniques from Coursera
• Handled 250+ customer inquiries per day via phone, email, and
chat, resolving questions on leasing, financing, insurance, and
trade-ins.
• Investigate complex issues such as leasing terms, contract LANGUAGES
changes, approvals/denials, and delivery concerns, coordinating
with Sales to provide clear, accurate resolutions. English
• Use CRM and internal tools to log every interaction, track follow- Native
ups, and consistently meet response-time and quality SLAs.
• Maintain 95%+ customer satisfaction and contribute to a 15%
Ukrainian
increase in repeat leasing contracts through proactive
Native
communication and personalized support.
• Implement updated templates and knowledge base articles that
reduced average response time by 25% and improved team Russian
productivity by 10%. Native
• Monitor customer feedback to spot recurring issues and suggest
process changes that reduce repeat contacts and confusion.

EDUCATION
Car shipment broker
Sonic Auto Transportation Ph.D. in Information Technology
09/2018 - 12/2020 Costa Mesa, Ca National Aerospace University
• Increased monthly bookings by 15% by negotiating competitive 2025 - 2029 Kharkiv, Ukraine
rates and securing over 300 shipments monthly.
• Consulted clients on shipment options, prepared quotes, and
Bachelor’s and Master’s Degree in
converted inquiries into confirmed bookings.
• Negotiated carrier rates and ensured timely vehicle pick-up and Biotechnology
delivery. Biotechnological University
• Managed high volumes of daily calls, emails, and CRM updates 2018 - 2022 Kharkiv, Ukraine
(Super Dispatch, Central Dispatch).
• Coordinated the full transport process for 300+ vehicles
monthly as a broker between customers and carriers.
• Maintained transparent communication with clients, dispatchers,
and drivers to prevent delays and misunderstandings.
• Achieved a 95% customer satisfaction score and increased
repeat business through consistent, high-quality service.