Марія

Taratukhina Maria
Dispatcher & Customer Service Representative ☎ [відкрити контакти](див. вище в блоці «контактна інформація») Lviv, Ukraine

Profile
I have seven years of experience as a Customer Service Representative and Repair Service Dispatcher for a U.S.-based
company serving California and other states. Strong work ethic, excellent multitasking skills, and a proven ability to manage
customer inquiries and service dispatch operations efficiently. I am deeply committed to fostering professional relationships
with clients to enhance profitability and achieve business objectives. Skilled in navigating complex customer issues and
aimed to create positive experiences for customers. Experienced in coordinating and dispatching teams, optimizing
scheduling for effective service delivery. Ready to bring my expertise in customer service and dispatch coordination to a
team that values efficiency, professionalism, and exceptional customer care.
Work Experience
Date and place of birth
Dispatch Service Representative (DSR)
21 November 1994
HVAC Alliance Expert, USA (https://hvacallianceexpert.com/)
Kharkiv, Ukraine
November 2020 – July 2026
Oversing dispatch operations for the HVAC Repair department, ensuring
Contact information smooth scheduling and resource allocation. Dispatching and supporting a
crew of technicians, coordinating leads for better performance.
Current address Acting as a key point of contact between clients and technicians, addressing
Lviv, Ukraine any concerns or issues promptly to ensure customer satisfaction.
Utilizing effective communication skills to coordinate service calls and
Phone number prioritize urgent requests in order to improve response times and service
[відкрити контакти](див. вище в блоці «контактна інформація») quality. Coached and mentored new dispatchers, providing onboarding
WhatsApp: [відкрити контакти](див. вище в блоці «контактна інформація») trainings and ongoing support.
Telegram messenger CSR Team Lead
[відкрити контакти](див. вище в блоці «контактна інформація») Home Alliance, HVAC Alliance Expert
username t.me/Mariataratukhina March 2019 - November 2020
Led a team of 10 employees across diverse service departments, providing
E-mail
mentorship, training, and guidance to ensure exceptional customer service
[відкрити контакти](див. вище в блоці «контактна інформація») and maintaining high levels of service quality in the call center environment.
Served as a bridge between clients and the team, resolving escalated issues
Key Skills and ensuring timely resolution of customer inquiries and complaints.
Appointment setting
Conducted daily and monthly analysis of team KPIs, identifying areas for
Booking support improvement and implementing strategies to enhance performance and
Customer relations productivity.
Database management
Data entry Customer Service Representative (CSR)
CRM use Home Alliance, USA https://homealliance.com/)
Complaint resolution April 2018 – March 2019
Research Provided exceptional customer support, handling incoming and outgoing
Call center operations calls, emails to address client inquiries, process orders, and resolve issues.
Follow ups Demonstrated strong problem-solving skills and empathy in dealing with
Job assignment customer complaints and concerns, resulting in increased customer
Dispatching satisfaction ratings.
Calls quality assurance Maintained accurate records of client interactions and service requests,
Sales ensuring timely follow-ups.
Schedule management Achievements
Scripts Successfully resolved conflicts and negotiated agreements between parties to
Signing contracts achieve win-win solutions.
Digital invoices Exceed department revenue targets through proactive promotion of products
Recycling leads and service.
Handling payments Managed dispatching operations and supported a team of technicians,
Documentation resolving issues and coordinating leads to optimize department performance.
Coaching/Onboarding

Master of Economics
Education
V. N. Karazin Kharkiv National University
Graduated with Honors, 2018
Program Subject Area: International Economics

Bachelor of International Economics
V. N. Karazin Kharkiv National University
Graduated, 2016

Secondary education
Technological Lyceum №9, Kharkiv, Ukraine
Graduated with Honors, 2012
Ukrainian: Native
Language Skills
Russian: Fluent
English: Upper-intermediate (B2/C1)

Additional skills & Proficient in Slack, CRM (https://erp.apollosoft.co), Google Workspace
interests (Google Sheets, Google Meet, Docs), MS Office Suite (Word, Excel),
Adobe Acrobat, DocHub, and other graphical/PDF editors, charging platforms:
Swipe Simple, iWallet.
Personal interests include hiking and visiting quest rooms.
Personal qualities Responsible, honest, diligent, hardworking, flexible, and adaptive.
Strong communication, organizational, and analytical skills.