Контактна інформація

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

Досвід роботи

Customer Service Representative

з 09.2025 по 10.2026 (1 рік 2 місяці)
Xperigo (client: AAA, American Automobile Association), Remote (Transportation and logistics)

Handled 100+ inbound emergency calls per shift for breakdowns, lockouts, battery failures and towing.

Coordinated members and third-party service providers, sustaining a 97% on-time dispatch rate.

Located stranded members with GPS and mapping tools and gave accurate ETAs in time-critical situations.

Achieved a 95% member satisfaction rating while resolving complex billing and coverage eligibility issues.

Kept 100% compliance with safety and documentation standards across CRM billing and service records.

Customer service representative

з 06.2023 по 07.2025 (2 роки 2 місяці)
Agero (client: Honda & Acura Roadside Assistance), Remote (Transportation and logistics)

Handled 100+ inbound roadside assistance calls per shift for Honda and Acura customers, arranging help for breakdowns, lockouts, battery failures and towing.

Confirmed warranty eligibility before arranging service.

Coordinated tows to authorized Honda and Acura dealerships and kept customers updated on ETAs.

Supported repeat callers with same-day service under the warranty program.

Repair Technician Dispatcher

з 02.2021 по 04.2023 (2 роки 3 місяці)
Total Home Repair, Remote (Construction, architecture, interior design)

Made 150+ outbound calls per day to potential customers, generating quotes and guiding them through repair inquiries.

Scheduled repair visits and organized the weekly calendar of 13+ technicians in Housecall Pro, following up on the day to keep jobs on time and accurate.

Negotiated final prices with customers, upsold additional company services and processed payments over the phone.
Responded to email inquiries about repairs and resolved technician no-show cases.

Kept CRM records up to date and wrote monthly reports.

Virtual Medical Receptionist

з 01.2019 по 01.2021 (2 роки)
Clinica Sierra Vista, Remote (Medicine, pharmacy)

Served as the first point of contact for patients, handling 50–100 inbound calls daily and booking medical and surgical appointments, including urgent cases.

Processed patient payments and coordinated billing with insurance providers.

Coordinated emergency ambulance pickups and gave COVID-19 guidance to high-risk patients.

Produced invoices and monthly administrative reports.

Customer Service Representative

з 01.2017 по 12.2018 (2 роки)
Turo, Remote (Auto business and auto service)

Handled 60+ daily contacts by phone, chat and email with a 96% CSAT score.

Ranked in the top 10% of the team for Average Handle Time and First Contact Resolution.

Mediated host–guest disputes over damage, late returns, cleaning fees and policy enforcement.

Reviewed documentation to flag potentially fraudulent bookings and claims.

Logged detailed case notes in Zendesk and Salesforce to support escalations.

Освіта

University of Nicosia

Bachelor of Science (BSc) – Business Management Nicosia, Kyiv
Вища, з 2012 по 2016 (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

Remote customer support professional with 9+ years of experience serving US customers across roadside assistance, healthcare, home repair services and car sharing. Consistently achieves 95%+ customer satisfaction while handling 100+ calls per shift by phone, chat, email and SMS. Skilled in de-escalation, scheduling and dispatch, billing and accurate CRM documentation. Seeking a full-time remote customer support role.