Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/5014374/

Досвід роботи

Customer support representative

з 06.2025 по 07.2026 (1 рік 2 місяці)
Tata Consultancy, Remote (IT)

Deliver professional customer service to a large and diverse user base through telephone, email, live chat and ticketing platforms.
Respond promptly to customer enquiries, understand individual needs and provide clear, accurate information.
Maintain a positive, patient and empathetic attitude, particularly when assisting frustrated customers or handling urgent concerns.
Investigate customer issues, identify suitable solutions and take ownership of enquiries through to resolution.
Process customer requests, account updates, access requests, forms and service-related changes accurately and within agreed timescales.
Record customer interactions, requests, complaints, actions and outcomes accurately within the company’s customer management system.
Handle complaints professionally, resolve issues within my authority and escalate complex cases to the appropriate team.
Keep customers informed throughout the resolution process, providing realistic expectations and regular progress updates.
Communicate effectively with customers from both technical and non-technical backgrounds, adapting my approach to their level of understanding.
Coordinate with internal departments and specialist teams to resolve customer concerns and minimise delays.
Build a strong understanding of company services, systems and procedures to provide accurate guidance and consistent support.
Follow up with customers to confirm that their enquiries have been resolved and they are satisfied with the outcome.
Work within service-level agreements while managing multiple enquiries and maintaining attention to detail.
Identify recurring customer concerns and share feedback with colleagues to improve processes and the overall customer experience.
Maintain customer confidentiality and handle personal information in accordance with company policies and data-protection requirements.

Logistics coordinator

з 04.2023 по 05.2025 (2 роки 2 місяці)
Cargo Alliance, Remote (Transportation and logistics)

Logistics Operations Specialist | U.S. Freight Operations

Managed day-to-day logistics operations for U.S. freight shipments, coordinating with brokers, carriers, dispatchers, drivers, and customers to keep loads moving smoothly from pickup through final delivery.

* Coordinated FTL and LTL shipments across the U.S., managing loads from initial assignment through pickup and successful delivery.
* Used DAT Load Board to support load and carrier searches, review available freight, and coordinate suitable transportation options.
* Tracked shipments from PU to DEL, regularly checking driver locations, ETAs, pickup status, transit progress, and delivery completion.
* Communicated daily with brokers, carriers, dispatchers, drivers, and customers by phone and email, providing clear and timely shipment updates.
* Reviewed incoming load information and processed BOLs, Rate Confirmations, PODs and other transportation documents.
* Followed up with drivers and carriers after delivery to obtain PODs, verify delivery information, update the TMS, and provide completed documentation to the broker/customer.
* Coordinated drivers and owner-operators based on equipment, location, availability, pickup requirements, delivery schedules, and Hours of Service (HOS).
* Supported freight-rate and transportation-term negotiations with brokers and carriers while considering load requirements and operational costs.
* Responded quickly to issues on the road, including breakdowns, delays, detention, missed or changed appointments, route changes, and delivery exceptions, working with the appropriate parties to find a solution.
* Kept brokers and customers informed whenever a shipment was delayed or an issue could affect the agreed pickup or delivery time.
* Scheduled and confirmed pickup and delivery appointments with warehouses, shippers, receivers, and distribution centres.
* Managed multiple active loads simultaneously, prioritising urgent issues and maintaining accurate updates across the TMS.
* Worked closely with the wider operations team to escalate complex issues and ensure loads were followed through to completion.
* Maintained professional relationships with brokers, carriers, dispatchers, and drivers through consistent communication and reliable operational support.

Key Skills

U.S. Logistics Operations • DAT Load Board • FTL & LTL • Track & Trace • Shipment Monitoring • Load Coordination • Carrier Coordination • Driver Support • Broker Communication • Freight Rate Negotiation • BOL Processing • POD Processing • Rate Confirmations • Transportation Documentation • Pickup & Delivery Coordination • HOS Awareness • Issue Resolution • Customer Updates • Phone & Email Communication • Multitasking

Logistics specialist

з 09.2020 по 03.2023 (2 роки 7 місяців)
HEDGEHOG, Kyiv (Transportation and logistics)

Logistics Operations Specialist

* Coordinated day-to-day U.S. trucking operations, providing timely operational support to company drivers and owner-operators throughout pickup, transit, and final delivery.
* Served as a key point of contact for drivers experiencing in-transit issues, including vehicle breakdowns, route disruptions, traffic delays, appointment changes, detention, and other operational emergencies.
* Responded promptly to driver requests and worked with the appropriate internal teams and external service providers to resolve roadside and transportation issues while minimising vehicle downtime.
* Supported the coordination of roadside assistance when drivers experienced breakdowns or vehicle-related issues, helping arrange appropriate assistance and keeping drivers informed of progress and next steps.
* Maintained regular communication with drivers by phone and messaging platforms, monitoring their status, location, ETA, and any issues requiring operational assistance.
* Dispatched and coordinated company drivers and owner-operators based on equipment availability, Hours of Service (HOS), route requirements, pickup schedules, and delivery commitments.
* Monitored FTL and LTL shipments from pickup through final delivery, conducting regular check calls and proactively identifying potential delays or operational issues.
* Coordinated with drivers, dispatchers, brokers, customers, warehouses, and other relevant parties to resolve problems quickly and maintain smooth transportation operations.
* Managed time-sensitive incidents by assessing the situation, identifying the appropriate support required, escalating where necessary, and following up until resolution.
* Kept drivers, brokers, and customers informed during breakdowns, delays, and other disruptions, providing accurate status updates and managing expectations throughout the resolution process.
* Maintained accurate and timely records of driver communications, shipment statuses, incidents, delays, resolutions, and operational updates using TMS and other logistics systems.
* Scheduled and coordinated pickup and delivery appointments while monitoring potential conflicts, delays, and route changes that could affect service.
* Supported continuous improvement by identifying recurring transportation and driver-support issues and escalating operational trends that could reduce service efficiency.

Sales coordinator

з 10.2018 по 08.2020 (1 рік 11 місяців)
ISI, Kyiv (Telecommunications and networking)

Contacted prospective customers by telephone to discuss their interest in life and health insurance products.
Explained the purpose and benefits of life insurance, including how it could provide financial protection for customers and their families.
Identified customers’ needs and recommended appropriate insurance options based on their circumstances and priorities.
Clearly explained policy features, potential benefits, eligibility requirements, exclusions and the next steps in the application process.
Confirmed customer information and carried out initial eligibility checks before progressing applications.
Generated leads, followed up with prospective customers and supported them throughout the sales process.
Responded to customer questions and addressed concerns professionally to help them make informed decisions.
Used a consultative sales approach to build trust, understand customer needs and promote suitable insurance products.
Assisted customers with completing application forms and ensured information was recorded accurately.
Referred qualified customers to licensed insurance advisers for regulated advice, policy recommendations and completion of sales.
Liaised with insurance advisers, underwriters, legal representatives and compliance teams to support applications and resolve policy-related queries.
Maintained accurate records of customer conversations, preferences, applications and follow-up activities.
Followed data-protection, confidentiality and regulatory requirements when handling customers’ personal and financial information.
Worked toward individual and team sales targets while maintaining high standards of customer service.
Developed and maintained up-to-date knowledge of life and health insurance products and industry procedures.

Освіта

National Aviation University

Software Engineering, Kyiv
Вища, з 2019 по 2023 (4 роки)

Додаткова освіта та сертифікати

Немає додаткової освіти та сертифікатів.

Знання і навички

• Programming
• Microsoft Copilot
• Data management
• MS Office
• MS Outlook
• Communicability
• Documentation management
• Discipline
• Critical thinking
• Technical support for users
• Work with clients
• Customer orientation
• Honesty
• Stress resistance
• Leadership
• Team management
• Management of CRM
• System Center DPM
• Ring central
• DAT
• Salesforce CRM Analytics
• SAP ERP

Знання мов

• Англійська — вільно
• Українська — початковий

Додаткова інформація

Customer-focused support and operations professional with experience assisting customers, processing service requests and coordinating with internal teams in fast-paced environments. Skilled in managing enquiries across multiple communication channels, maintaining accurate records, resolving complaints and escalating complex issues when necessary. Proficient in Microsoft 365 and customer management systems, with strong communication, problem-solving and organisational skills. Seeking a Customer Support or Logistics Operations role where I can contribute to efficient order processing, delivery coordination and a positive customer experience.