Антон

ANTON
OSTAPOV
Operations Manager

DETAILS PROFILE

ADDRESS Dynamic and results-driven specialist with with over 7 years in dispatch
Kyiv coordination and customer service. Committed to maintaining
Ukraine professional relationships with clients to increase profitability and
drive business results. Proficient in handling complex customer issues
PHONE and promoting positive experiences. Efficiency-driven and organized
with team-oriented mentality and dedication to customer satisfaction
[відкрити контакти](див. вище в блоці «контактна інформація»)
and business goals. Recognized for problem-solving skills, proactive
EMAIL leadership, and a consistent track record of driving measurable
improvements.
[відкрити контакти](див. вище в блоці «контактна інформація»)

LINKS EMPLOYMENT HISTORY

LinkedIn
Head of Dispatch Service
Representatives/Operation Manager, Home
Point Service
SKILLS Apr 2024 — Jan 2025

• Supervised dispatch operations, managed technician scheduling,
and ensured timely service coverage across all service areas
Communication Skills
• Provided comprehensive support to field technicians: closed
Customer Service past-due jobs, updated ETAs, rescheduled service calls, and
coordinated part installations
Data Entry • Maintained real-time communication via chat and phone with
technicians, account managers, and clients
Administrative support
• Handled daily same-day appointment availabilities to maximize
Strategic planning booking efficiency and reduce lead loss
• Took ownership of customer pre-escalations, resolved service
Research issues, and ensured high satisfaction rates
• Processed and sent Certificates of Insurance (COIs), service
Appointment setting breakdowns, and customer invoices
• Performed primary collections: followed up with clients, confirmed
Database Management
payments, and resolved billing discrepancies
• Managed appointment cancellations and rescheduling; ensured
proper communication and documentation
• Investigated service losses (SALs/cancellations), identified root
causes, and implemented corrective actions
• Checked booking errors from call center agents and resolved data
inconsistencies in the system
 • Coordinated with technicians and customers to verify and process
refunds when necessary
• Trained new dispatchers on CRM tools, internal procedures, and
LANGUAGES service quality standards

Dispatch service representative team lead,
Ukrainian Home Alliance
Apr 2018 — Mar 2024
English
• Promoted from CSR to Team Lead due to outstanding
communication and leadership skills
Russian
• Led technician scheduling and dispatch operations across
multiple regions
Turkish • Achieved a 30% increase in dispatch team productivity via
workflow optimization
• Mentored and trained new hires, creating onboarding materials
• Promoted upselling and consistently exceeded service revenue
targets
• Resolved customer complaints, negotiated solutions, and
improved service recovery outcomes

Restaurant Manager , F-Club Lounge Cafe Kharkiv

Mar 2016 — Apr 2017

• Managed daily operations, reservations, and staff scheduling for a
high-volume venue
• Resolved guest issues with poise and ensured a smooth, enjoyable
experience
• Coordinated between front-of-house and kitchen teams to
streamline service and reduce wait times
• Improved customer satisfaction through service training and
attention to detail

Entertainer/ Land-Sport Animator , Calista Antalya, Turkey
Luxury Resort
Mar 2015 — Feb 2016

• Designed and executed daily entertainment programs aligned
with guest expectations
• Assisted the entertainment manager in organizing large-scale
resort events
• Engaged guests through humor, active hosting, and a welcoming
atmosphere
• Hosted outdoor games and stage performances; built rapport with
diverse international guests
• Scheduled daily activities and performed in entertainment
programs to ensure guest engagement
EDUCATION

Bachelor’s Program in Tourism Management, Kharkiv
Luhansk Taras Shevchenko National
University
Sep 2012 — Jul 2014

Bachelor’s Degree in Tourism Studies, Kharkiv
O.M. Beketov National University of Urban
Economy
Sep 2015 — Jul 2017

Master’s Degree in Tourism, O.M. Beketov Kharkiv
National University of Urban Economy
Sep 2017 — Dec 2018

Master Degree Program Subject Area "Management and Tourism"

COURSES

CSR Training Course , Shop On Fire
Jun 2018 — Jul 2019

AC systems and furnaces maintenance and
repair, Home Alliance Academy
Jan 2023 — Mar 2023

CORE COMPETENCIES

• Dispatch Operations & Scheduling
• Team Leadership & Training
• Conflict Resolution & Escalation Handling
• CRM & Data Management (Appolosoft, Housecall Pro, Jobber)
• Sales Process Support & Payment Collection
• COI Management & Vendor Compliance
• Customer Service Excellence
• Process Optimization & KPI Tracking
• Microsoft Excel, SwipeSimple, Square, RingCentral, 3CX,
OpenPhone
REFERENCES

References available upon request