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Work experience

Dispatcher

from 09.2024 to now (11 months)
Techvill Appliance Repair (Canada), Remote (Public and business services)

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), PDF, Google services, and CRM software.

Manage large amounts of incoming calls

Coordinated and rescheduled daily technician routes and service calls to ensure timely and efficient customer service across various locations.

Managed technician logistics and availability while optimizing schedules based on location, urgency, and workload.

Resolved customer issues by identifying the root cause of complaints and providing appropriate solutions.

Communicated clearly with customers to explain solutions, schedule adjustments, and service expectations.

Followed up on open cases to ensure customer satisfaction and that all issues were fully resolved.

Maintained accurate records of service calls, technician updates, and customer communications.

Customer support representative

from 05.2019 to 08.2020 (1 year 3 months)
Agency Amazon (USA), Remote (Marketing, advertising, and PR)

Respond promptly and professionally to customer inquiries regarding orders, accounts, deliveries, returns, and refunds.

Resolve product or service issues by clarifying the customer’s concern, identifying the cause, selecting and explaining the best solution, and ensuring resolution.

Navigate multiple systems and tools (e.g., Zendesk, internal CRM platforms) to manage customer interactions and updates.

Process payments, refunds, and adjustments accurately while following Amazon’s policies.

Handle high volumes of customer interactions with empathy and efficiency.

Communicate effectively with cross-functional teams when escalation or additional action is needed.

Maintain detailed and accurate records of customer interactions and resolutions.

Meet or exceed performance metrics such as customer satisfaction scores, response time, and resolution time.

Customer service manager

from 01.2017 to 08.2018 (1 year 7 months)
Mariposa, Remote (Telecommunications and networking)

• Data verification
. Processing of orders in the CRM system, Work with incoming tickets in Zendesk with a focus on billing issues
• Basic user experience with WordPress
• Proactively provide tracking updates to customers and warehouses.
• Provide rate quotes for volume/spot/air etc
• Provide assistance by answering phone calls, chatting and via e-mail.
• Provide quality support while adhering to the team’s SLAs and KPIs.

Education

Kharkiv national medical university

Medicine, Kharkiv
Higher, from 2018 to 2024 (6 years)

MBBS, Bachelor of Medicine, Bachelor of Surgery

Additional education and certificates

TEFL

2021

Knowledge and skills

• Has computer literacy. Basic understanding and ability to use MS
• Work with customers
• Attentiveness
• Productivity
• Ability to work in multitasking mode
• Management of CRM
• Paypal
• Customer Service Skills
• Documentation Skills

Language proficiencies

English — fluent

Additional information

Teaching (2 years of experience)
Advanced, I currently use it.