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Work experience

Dispatcher/Helpdesk Representative

from 12.2023 to 09.2024 (9 months)
Helpdesk Representative, Remote (Public and business services)

Dispatcher / Helpdesk Representative
Public and Business Services (Remote)
September 2023 – May 2024

Managed incoming and outgoing calls and emails, assisting clients with service requests, including home repairs ranging from plumbing to electrical work.
Coordinated repair schedules, dispatching technicians to clients' homes, and ensuring all service requests were handled promptly.
Provided online support through the company’s website, answering general questions and helping clients resolve issues related to repairs.
Utilized software like Housecall Pro, Google Maps, Slack, Zadarma, and Eyebeam to track tickets, schedule jobs, and communicate with customers and technicians.
Worked closely with a team to improve customer service processes and increase client satisfaction.

Customer support / Technical support

from 09.2021 to 10.2024 (3 years 1 month)
ISP COMPANY, Remote (Telecommunications and networking)

Worked remotely for a Canadian-based telecommunications company, providing technical support for customers experiencing internet connectivity issues.
Handled troubleshooting for modem/router problems, DNS issues, and general network problems, providing solutions over the phone and through email.
Maintained communication with customers, updating them on the status of service tickets and providing clear, step-by-step instructions for resolving issues.
Managed both inbound and outbound calls, helping customers with service setup and providing updates on company policies or service disruptions.
Used tools like Zendesk, Kayako, Slack, and MS Office to track support tickets, document customer interactions, and collaborate with the technical team.
Developed strong problem-solving skills and maintained a high customer satisfaction rate despite working in a remote, fast-paced environment.

Sales Representative

from 04.2017 to 05.2021 (4 years 1 month)
Call Center, Khakiv (Medicine, pharmacy)

Assisted clients with purchasing over-the-counter medications and refills through phone calls, helping them place orders online.
Managed customer records and tracked order histories, ensuring clients received accurate products and services.
Followed up with customers on previous orders, ensuring timely refills and helping them navigate the online ordering system.
Developed strong sales and communication skills via both cold/warm outbound calls while working as part of a telemarketing team, helping to increase sales and customer retention.

Manager / Supervisor

from 05.2016 to 04.2020 (3 years 11 months)
Electronics company, Remote (Consulting, accounting and auditing)

Managed the remote team responsible for online sales and inventory tracking, ensuring orders were fulfilled accurately and efficiently.
Coordinated the shipment of products, tracked deliveries, and ensured that items arrived on time to customers.
Monitored stock levels and managed inbound/outbound inventory to avoid delays or errors in shipping.
Worked closely with the operations team to resolve any logistical issues and maintain smooth customer service processes.
Led a small team, providing guidance and support to ensure high-quality customer service and operational success.

Education

karazin business School

MSc, Kharkiv
Higher, from 2019 to 2021 (2 years)

kharkov national medical university

M&S, Kharkiv
Higher, from 2012 to 2019 (7 years)

Knowledge and skills

• MS Office
• CRM
• Adobe
• BASIC
• Honesty
• Communicability
• Educability
• Quick learner
• Work with clients
• Customer orientation
• Technical support for users
• Work with customers
• Customer Support: Technical troubleshooting
• Call management
• Management of CRM
• Active sales
• Direct sales

Language proficiencies

English — fluent

Additional information

Telegram: https://t.me/chuk_ss

- Availability: Open to full-time or part-time remote roles.
- Interests: Gaming (Destiny 2, Division 2, FIFA), photography, technology, problem-solving.
- Personal Traits: I am hardworking, punctual, and believe in working together as a team to solve problems. I enjoy learning new skills quickly and adapting to changing environments.

Skills Include:
- Customer Support: Technical troubleshooting, call management, service ticket resolution, client follow-ups
- Sales & Marketing: Sales support, order processing, customer relationship management, upselling
- Appliance Repair Dispatching & Logistics:
*Coordinating repair schedules for various home appliance services, including electrical, plumbing, and kitchen repairs.
*Dispatching and managing a team of technicians to ensure timely and efficient service delivery.
*Ensuring accurate documentation of service requests, repair progress, and completion.
*Managing customer inquiries and complaints, providing timely updates on repair status and technician arrival times.
*Using specialized software like Housecall Pro and Eyebeam to schedule appointments, track service jobs, and communicate with technicians and clients.
*Optimizing routes for technicians using Google Maps and Slack for real-time updates, ensuring minimal delays and maximized service efficiency.
*Maintaining high standards of customer satisfaction through effective communication, timely repairs, and quality service delivery.
- Software & Tools: MS Office, CRM systems (Zendesk, Kayako), **BASIC programming)
- Communication Tools: Slack, Zadarma, Google Maps, Housecall Pro, Eyebeam
- Interpersonal Skills: Strong communicator, quick learner, punctual, reliable, and focused
-Technical Support: Modem/router setup, DNS troubleshooting, general IT support