Serhii

Serhii Tymchenko
Brasov, Romania

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Professional Summary
Dedicated Customer Service Representative with over 5 years of experience, committed to
providing quality care for ultimate customer satisfaction. Proven ability to establish and
maintain excellent communication and relationships with clients. Excellent time
management skills combined with extensive knowledge of the customer service industry.
Fast learner with a strong ability to multitask and prioritize effectively. Consistently
achieved a customer satisfaction rate of over 90%.

Work Experience
Customer Support Representative
Front Desk Helpers Co (USA Remote) | 2019 - 2022
Locksmith Services project
- Took inbound calls and coordinated with technicians.
- Conducted constant follow-ups with customers through outbound calls.
- Prepared daily reports and trained new employees.
- Managed customer inquiries and complaints, providing timely and effective solutions.
- Scheduled and dispatched technicians for emergency and routine locksmith services.
- Maintained detailed records of customer interactions, services provided, and follow-up
actions in the CRM system.
- Monitored technician performance and ensured adherence to company standards and
protocols.
- Assisted with the development and implementation of service procedures and policies.
- Facilitated communication between customers and technicians to ensure clarity and
satisfaction.
- Handled billing and payment processing for services rendered.
- Conducted quality assurance checks to ensure high levels of customer satisfaction.

Logistics Services project
- Managed inbound and outbound calls.
- Maintained constant communication with drivers, shippers, and management.
- Ensured on-time pickup and delivery and timely documentation uploads.
- Stayed compliant with new regulations and laws, performed ELD check-ups, and generated
reports.
- Trained new employees.
- Coordinated with clients to manage their logistics needs and resolve any issues or
concerns.
- Monitored shipment status and provided real-time updates to stakeholders.
- Developed and maintained relationships with carriers, vendors, and partners to optimize
logistics operations.
- Analyzed logistics data and metrics to identify areas for improvement and cost-saving
opportunities.
- Implemented best practices in logistics and supply chain management to enhance
efficiency.
- Handled routing and scheduling to ensure optimal delivery times and resource utilization.
- Facilitated cross-functional collaboration to support seamless logistics processes.

HR Manager
Front Desk Helpers Co (USA Remote) | 2022-present
- Recruitment and staffing: sourcing candidates, reviewing resumes, conducting interviews,
and making hiring decisions.
- Data management: maintaining HR records, preparing reports, analyzing data, and setting
up salaries.
- Training and development: managing training schedules and evaluating the effectiveness
of training programs.
- Employee relations: addressing employee grievances, conducting exit interviews, and
implementing retention strategies.
- Performance management: developing performance evaluation processes, providing
feedback, and assisting with employee development plans.
- Benefits administration: managing employee benefits programs, including health
insurance, retirement plans, and leave policies.
- Policy development: creating and updating HR policies and procedures to ensure
compliance with legal standards and company objectives.
- Onboarding: facilitating the onboarding process for new hires, including orientation
training and integration into the company culture.
- HR strategy: contributing to the development and implementation of HR strategies aligned
with business goals.

Customer Support Representative
Appliance Repair Services (USA Remote) | Jun 2022 - Dec 2022
- Took inbound calls, filled out forms based on customer requests, and set up repair
appointments.
- Followed up with clients regarding parts arrival, complaints, and other inquiries through
outbound calls.
- Coordinated with management for parts ordering and delivery.
- Managed technician schedules and appointments.
- Maintained data in CRM and Excel spreadsheets.

Education
Master's Degree in Philology and Interpretation
Kherson State University | 2013 - 2019

Skills
- Communication Skills: Excellent
- Customer Service: Superior knowledge and experience
- Time Management: Efficient and effective
- CRM: Proficient
- Google Docs: Proficient
- Fast Learner: Adaptable and quick to acquire new skills
- Multitasking and Prioritization: Highly capable

Languages
- English: Fluent
- Russian: Native
- Ukrainian: Native