Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/16806520/

Досвід роботи

Customer Service Representative – Roadside Assistance

з 11.2023 по 12.2025 (2 роки 2 місяці)
AAA (American Automobile Association), Remote (Transportation and logistics)

•Managed 70+ inbound emergency roadside assistance calls per shift, providing immediate support for vehicle breakdowns, lockouts, battery failures, and towing needs.
•Coordinated logistics between members and third-party service providers, maintaining a 98% on-time dispatch rate.
•Utilized GPS and proprietary mapping tools to accurately locate members and provide precise ETAs in time-critical situations.
•Interpreted AAA membership policies and coverage to resolve complex billing and service eligibility issues.
•Achieved a 95% member satisfaction rating through empathetic communication and effective problem resolution.
•Maintained 100% compliance with safety and documentation standards, ensuring accurate CRM records for billing, service history, and feedback.
•Consistently demonstrated calm decision-making under pressure while managing multiple active service requests.

Customer Service Representative

з 12.2022 по 11.2023 (1 рік)
Turo (USA), Remote (Transportation and logistics)

•Handled 60+ daily customer interactions via phone, chat, and email, maintaining a 96% CSAT score.
•Mediated disputes between vehicle hosts and guests regarding damages, late returns, cleaning fees, and policy enforcement.
•Conducted risk assessments by reviewing documentation and identifying potential fraudulent activity.
•Resolved booking, insurance, and roadside assistance issues in a fast-paced peer-to-peer marketplace environment.
•Ranked in the top 10% of team performance for Average Handle Time (AHT) and First Contact Resolution (FCR).
•Documented detailed case notes using Zendesk and Salesforce to support escalations and platform improvements.

Logistics Coordinator / Customer Service Representative

з 08.2021 по 10.2022 (1 рік 3 місяці)
MoveWheels Auto Transport, Remote (Transportation and logistics)

Managed the full vehicle shipping lifecycle, from instant quote generation to final delivery coordination.
•Produced 30+ daily shipping quotes, applying market analysis and pricing tools to remain competitive.
•Negotiated rates and schedules with independent carriers to protect profit margins and delivery timelines.
•Educated customers on insurance coverage, transport options, and bill of lading requirements.
•Resolved delays caused by weather, carrier cancellations, or market volatility through proactive solutions.

Virtual Medical Receptionist

з 11.2019 по 07.2021 (1 рік 9 місяців)
Clinica Sierra Vista, Remote (Medicine, pharmacy)

•Served as the first point of contact for new and returning patients, handling inbound calls and appointment scheduling.
•Booked, rescheduled, and confirmed medical and surgical appointments, including urgent cases.
•Processed patient payments and coordinated billing with insurance providers.
•Generated invoices and monthly administrative reports.
•Provided COVID-19 guidance and coordinated emergency ambulance pickups for high-risk patients.
•Ensured accurate routing of patient inquiries to appropriate departments.

Call Center Representative

з 06.2018 по 09.2019 (1 рік 4 місяці)
O2 UK, Remote (Telecommunications and networking)

•Managed 150 inbound calls daily from UK customers, resolving service and network issues.
•Troubleshot SIM card, data, and connectivity problems while maintaining high call quality standards.
•Verified customer data and updated CRM records accurately.
•Sent bulk SMS communications for promotions and service updates.
•Prepared monthly performance and service reports.

Освіта

University of Nicosia

Bachelor of Science (BSc) – Business Management Nicosia, Kyiv
Вища, з 2013 по 2017 (4 роки)

Evergreen High School

Kyiv
Середня, з 2006 по 2012 (6 років)

Знання і навички

• Adaptability
• Customer Support & Service Excellence
• Conflict De-escalation
• Active listening
• Problem Solving & Critical Thinking
• Time management
• Multitasking in High-Volume Environments
• Empathetic Communication
• Attentiveness
• First Contact Resolution (FCR)
• Case & Ticket Management
• Documentation & Record Accuracy
• Remote Work Discipline
• Team Collaboration
• CRM Navigation (Salesforce
• Zendesk
• HubSpot)
• Professional Phone
• Email & Chat Communication
• Fast Learning & Process Adoption
• Data management

Знання мов

Англійська — вільно

Додаткова інформація

I’m a Result driven Customer Support Professional with over 10 years of experience supporting US and Canadian customers across roadside assistance, healthcare, transportation, logistics, and telecommunications. Proven ability to manage high-pressure, time-sensitive situations while delivering empathetic, policy compliant resolutions. Highly skilled in multi channel support, CRM systems, conflict de-escalation, and remote collaboration across multiple North American time zones. Seeking a full-time remote role where customer satisfaction, efficiency, and service excellence are prioritized.