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Work experience

Customer support representative

from 06.2025 to 07.2026 (1 year 2 months)
Tata Consultancy, Remote (IT)

Deliver professional customer service to a large and diverse user base through telephone, email, live chat and ticketing platforms.
Respond promptly to customer enquiries, understand individual needs and provide clear, accurate information.
Maintain a positive, patient and empathetic attitude, particularly when assisting frustrated customers or handling urgent concerns.
Investigate customer issues, identify suitable solutions and take ownership of enquiries through to resolution.
Process customer requests, account updates, access requests, forms and service-related changes accurately and within agreed timescales.
Record customer interactions, requests, complaints, actions and outcomes accurately within the company’s customer management system.
Handle complaints professionally, resolve issues within my authority and escalate complex cases to the appropriate team.
Keep customers informed throughout the resolution process, providing realistic expectations and regular progress updates.
Communicate effectively with customers from both technical and non-technical backgrounds, adapting my approach to their level of understanding.
Coordinate with internal departments and specialist teams to resolve customer concerns and minimise delays.
Build a strong understanding of company services, systems and procedures to provide accurate guidance and consistent support.
Follow up with customers to confirm that their enquiries have been resolved and they are satisfied with the outcome.
Work within service-level agreements while managing multiple enquiries and maintaining attention to detail.
Identify recurring customer concerns and share feedback with colleagues to improve processes and the overall customer experience.
Maintain customer confidentiality and handle personal information in accordance with company policies and data-protection requirements.

Logistics manager

from 04.2023 to 05.2025 (2 years 2 months)
DeeOne, Remote (Transportation and logistics)

Planned, coordinated, and dispatched freight shipments across the U.S. market, ensuring efficient load planning and on-time pickups and deliveries.
Negotiated freight rates and transportation terms with freight brokers to secure profitable loads while maintaining strong business relationships.
Coordinated and dispatched owner-operators and drivers, assigning loads based on availability, equipment, and delivery schedules.
Monitored shipments from pickup through final delivery, providing real-time updates to brokers, customers, and drivers.
Proactively resolved transportation issues, including delays, route changes, detention, breakdowns, and delivery exceptions, to minimize service disruptions.
Maintained continuous communication with drivers, freight brokers, and customers to ensure smooth transportation operations and a high level of customer satisfaction.
Tracked load status using Transportation Management Systems (TMS), ensuring accurate shipment visibility and timely updates.
Prepared and processed transportation documentation, including Rate Confirmations, Bills of Lading (BOLs), Proofs of Delivery (PODs), invoices, and other shipping records.
Verified transportation documents for accuracy and compliance with company procedures and customer requirements.
Built and maintained long-term relationships with freight brokers, carriers, and customers through professional communication and dependable service.
Coordinated with internal operations teams to resolve shipment issues and improve operational efficiency.
Managed multiple shipments simultaneously while meeting strict deadlines in a fast-paced dispatch environment.
Key Skills
Freight Dispatching
U.S. Logistics Operations
Load Planning & Dispatch
Freight Rate Negotiation
Transportation Management Systems (TMS)
Shipment Tracking & Monitoring
Broker & Carrier Relations
Customer Service
Driver Coordination
Bills of Lading (BOL)
Rate Confirmations
Proof of Delivery (POD)
Problem Resolution
Transportation Documentation
Time Management & Multitasking

Customer support representative

from 01.2022 to 03.2023 (1 year 3 months)
AnDR Inc, Kyiv (Telecommunications and networking)

Delivered friendly, professional, and empathetic customer support via telephone, email, live chat, and other communication channels.
Responded promptly to customer enquiries regarding products, services, orders, account information, payments, and service requests while ensuring a positive customer experience.
Processed new orders, account updates, applications, cancellations, and service amendments accurately in line with company procedures.
Assisted customers with order tracking, delivery enquiries, billing questions, and general product or service information.
Handled customer complaints with professionalism, actively listening to concerns, identifying appropriate solutions, and ensuring timely resolution.
Escalated complex customer issues to relevant departments while maintaining ownership and providing regular updates until resolution.
Maintained accurate records of customer interactions, enquiries, complaints, and resolutions using CRM and customer management systems.
Coordinated with internal teams, including operations, logistics, sales, and technical support, to resolve customer issues efficiently.
Kept customers informed throughout the resolution process, managing expectations through proactive communication and follow-up.
Ensured compliance with company policies, service standards, confidentiality requirements, and data protection regulations.
Collected and documented customer feedback to support continuous improvement of products, services, and customer experience.
Worked effectively in a fast-paced, high-volume call centre environment, managing multiple enquiries while consistently meeting service level agreements (SLAs) and quality standards.
Built strong customer relationships through excellent communication, active listening, empathy, and a customer-first approach.
Demonstrated strong problem-solving skills by identifying customer needs, offering suitable solutions, and achieving first-contact resolution whenever possible.
Utilised CRM systems and Microsoft Office applications to accurately manage customer records, process requests, and generate reports.
Key Achievements
Maintained a 95%+ customer satisfaction (CSAT) rating through consistent delivery of high-quality customer service.
Improved first-contact resolution by effectively identifying customer needs and providing accurate, timely solutions.
Reduced complaint resolution times through proactive follow-up and effective collaboration with internal departments.

Logistics coordinator

from 09.2020 to 03.2023 (2 years 7 months)
HEDGEHOG, Kyiv (Transportation and logistics)

Planned and coordinated full truckload (FTL) and less-than-truckload (LTL) shipments across the U.S., ensuring efficient load planning and on-time deliveries.
Negotiated freight rates, detention charges, and transportation terms with freight brokers to maximize profitability while maintaining strong business relationships.
Dispatched owner-operators and company drivers, assigning loads based on equipment availability, Hours of Service (HOS), delivery schedules, and route efficiency.
Monitored loads from pickup through final delivery, conducting regular check calls and providing real-time shipment updates to brokers and customers.
Scheduled pickup and delivery appointments with warehouses, distribution centers, and receivers to minimize delays and improve transit performance.
Coordinated with drivers to resolve in-transit issues, including breakdowns, appointment changes, traffic delays, route adjustments, layovers, and detention, ensuring minimal disruption to deliveries.
Managed transportation activities using Transportation Management Systems (TMS) and load boards, maintaining accurate shipment records and load status updates.
Prepared, reviewed, and processed transportation documentation, including Rate Confirmations, Bills of Lading (BOLs), Proofs of Delivery (PODs), carrier packets, invoices, and accessorial documentation.
Verified shipment documentation for accuracy and compliance with customer requirements, company procedures, and DOT transportation regulations.
Served as the primary point of contact between freight brokers, drivers, customers, and warehouse personnel, ensuring clear communication throughout the transportation lifecycle.
Tracked shipment milestones, proactively identified potential service failures, and implemented corrective actions to maintain customer service expectations.
Built and maintained strong relationships with freight brokers, carriers, and customers, resulting in repeat business and improved operational efficiency.
Maintained high service levels by responding promptly to customer enquiries, resolving transportation issues professionally, and providing accurate delivery updates.
Analysed transportation performance, transit times, and service metrics to identify opportunities for improving operational efficiency and reducing costs.
Supported continuous process improvement initiatives by streamlining dispatch procedures, communication workflows, and shipment tracking processes.

Key Achievements
Reduced late deliveries by 25% through proactive load monitoring, appointment management, and effective driver communication.
Improved shipment visibility by implementing structured load tracking procedures, reducing customer follow-up enquiries by 30%.

Sales coordinator

from 10.2018 to 08.2020 (1 year 11 months)
ISI, Kyiv (Telecommunications and networking)

Contacted prospective customers by telephone to discuss their interest in life and health insurance products.
Explained the purpose and benefits of life insurance, including how it could provide financial protection for customers and their families.
Identified customers’ needs and recommended appropriate insurance options based on their circumstances and priorities.
Clearly explained policy features, potential benefits, eligibility requirements, exclusions and the next steps in the application process.
Confirmed customer information and carried out initial eligibility checks before progressing applications.
Generated leads, followed up with prospective customers and supported them throughout the sales process.
Responded to customer questions and addressed concerns professionally to help them make informed decisions.
Used a consultative sales approach to build trust, understand customer needs and promote suitable insurance products.
Assisted customers with completing application forms and ensured information was recorded accurately.
Referred qualified customers to licensed insurance advisers for regulated advice, policy recommendations and completion of sales.
Liaised with insurance advisers, underwriters, legal representatives and compliance teams to support applications and resolve policy-related queries.
Maintained accurate records of customer conversations, preferences, applications and follow-up activities.
Followed data-protection, confidentiality and regulatory requirements when handling customers’ personal and financial information.
Worked toward individual and team sales targets while maintaining high standards of customer service.
Developed and maintained up-to-date knowledge of life and health insurance products and industry procedures.

Education

National Aviation University

Software Engineering, Kyiv
Higher, from 2019 to 2023 (4 years)

Additional education and certificates

Foundations of Cybersecurity; Google Certificate

11 months

Knowledge and skills

• Programming
• Cybersecurity
• Microsoft Copilot
• Data management
• AzureAD
• MS Office
• MS Outlook
• Communicability
• Documentation management
• Discipline
• Critical thinking
• Technical support for users
• Work with clients
• Customer orientation
• Honesty
• Stress resistance
• Leadership
• Team management
• Management of CRM
• System Center DPM
• Ring central
• DAT

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

Customer-focused support and operations professional with experience assisting customers, processing service requests and coordinating with internal teams in fast-paced environments. Skilled in managing enquiries across multiple communication channels, maintaining accurate records, resolving complaints and escalating complex issues when necessary. Proficient in Microsoft 365 and customer management systems, with strong communication, problem-solving and organisational skills. Seeking a Customer Support or Logistics Operations role where I can contribute to efficient order processing, delivery coordination and a positive customer experience.