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Work experience

Dispatcher

from 06.2021 to 06.2025 (4 years)
Hermes Logistics, Дистанційно (Транспорт, логістика)

ROLE AND RESPONSIBILITIES:

Customer Relationship Management:
-Acted as the primary liaison for a dedicated portfolio of clients managed by the Account Executive, cultivating long-term relationships rooted in trust, transparency, and loyalty.

-Maintained proactive communication by responding to client inquiries, delivering timely updates on shipments and rates, and addressing any service-related concerns to enhance client satisfaction.

Client Onboarding & Account Support:
-Collaborated in onboarding new clients by assessing their business needs, aligning solutions with goals, and uncovering growth opportunities to maximize account value.

-Monitored service delivery against contractual expectations, ensuring consistent performance and alignment with customer requirements.

-Assisted in executing customized account strategies to improve retention, satisfaction, and overall revenue.

Problem Solving & Escalation Management:
-Resolved client issues with urgency and professionalism by working cross-functionally with internal teams to deliver timely, effective solutions.

-Managed escalation processes for complex or critical issues, ensuring high levels of responsiveness and follow-through to maintain service excellence.

Cross-Functional Collaboration & Reporting:
-Worked closely with operations, logistics, and marketing teams to launch customer-centric initiatives and improve service delivery.

-Supported reporting processes by compiling insights on account performance, client feedback, and growth metrics to inform strategic decisions.

Operational Management:
-Oversaw daily freight operations for assigned accounts, ensuring timely, compliant, and cost-effective delivery of goods.

-Identified workflow inefficiencies within client accounts and proposed improvements to streamline operations and enhance client experience.

Dispatcher

from 03.2019 to 04.2020 (1 year 1 month)
A1 Logistics, Дистанційно (Транспорт, логістика)

Roles and Responsibilities:

-Efficiently sourced and secured high-paying freight loads for a fleet of 5+ trucks, strategically optimizing routing and load planning to maximize gross revenue and minimize downtime.

-Maintained real-time communication with drivers, offering clear directions, timely updates, and hands-on support to ensure smooth delivery operations and rapid resolution of on-the-road issues.

-Built strong working relationships with freight brokers, providing regular status updates and ensuring prompt submission of all essential documentation, including Bills of Lading (BOLs) and Proofs of Delivery (PODs).

-Accurately managed dispatch schedules and internal load tracking systems, ensuring up-to-date and reliable records of pickup, transit, and delivery milestones.

-Demonstrated a solid understanding of U.S. freight market operations, including Dry Van trailer logistics and regulatory compliance.

-Successfully dispatched and coordinated multiple trucks simultaneously, consistently achieving high grossing weeks through performance-driven planning.

-Applied strong knowledge of Hours of Service (HOS) regulations to create legally compliant and efficient driver schedules.

-Collaborated effectively with both drivers and brokers, leveraging strong communication and problem-solving skills to handle time-sensitive and high-pressure situations.

-Maintained a goal-focused approach to meet dispatch targets, demonstrating resilience, attention to detail, and organizational excellence under pressure.

Education

Taras Shevchenko National University of Kyiv

Business, Київ
Higher, from 2016 to 2021 (5 years)

Additional education and certificates

Aptech Computer School

2017, 8 months

Knowledge and skills

• MS Excel
• MS Word
• MS Office
• MS PowerPoint
• MS Access
• Communicability
• Fast typing
• Email
• Teamwork
• Design
• Linux
• Time management
• Adaptability
• Organisation
• Leadership
• Data visualization
• Web design
• Strategic planning
• Ability to analyze
• Spreadsheet
• Stress Management
• Multitasking
• Problem solving skills
• Strategic thinking
• Адаптивність
• Здатність до навчання
• Ведення CRM
• Продаж B2B
• Активний продаж
• Прямий продаж
• Робота із запереченнями
• Користувач Бітрікс24
• Google Sheets
• Binotel
• Jira

Language proficiencies

• English — fluent
• Ukrainian — above average

Additional information

Core Competencies:

Fluent English Communication (C1)
CRM & Ticketing Systems (Zendesk, Freshdesk, HubSpot)
Phone, Chat & Email Support
Conflict Resolution & Persuasion
Multi-tasking & Attention to Detail
Call Quality & KPI Adherence
Time Zone Management & Remote Collaboration
Microsoft Teams, G-Suite, Zoom