Контактна інформація

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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.

Dispatcher

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

Logistics Manager Dispatch | U.S. Freight Operations


•Planned, booked and dispatched U.S. freight loads, assigning work according to equipment type, driver location, availability, remaining legal driving hours and pickup and delivery schedules.
•Used DAT Load Board, Sylectus and TMS tools to identify suitable loads, record shipment details and maintain accurate status visibility from pickup through delivery.
•Coordinated drivers, owner-operators, external carriers, brokers, warehouses and customers by phone, email and RingCentral.
•Conducted regular check calls, monitored driver locations and ETAs, and provided proactive pickup, transit, delay and delivery updates.
•Negotiated freight rates and transportation terms with brokers while considering mileage, equipment, service requirements and operating costs.
•Resolved breakdowns, traffic delays, detention, route changes, missed appointments, layovers and delivery exceptions while minimising disruption.
•Prepared, reviewed and processed Rate Confirmations, BOLs, PODs, invoices and related shipping records; followed up promptly for missing documentation.
•Managed multiple active loads and urgent priorities independently while meeting time-sensitive customer and delivery commitments.



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 coordinator

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

Logistics Operations Specialist

•Coordinated FTL and LTL shipments across the United States and served as a central contact for drivers, brokers, customers, warehouses and receivers.
•Dispatched company drivers and owner-operators based on equipment availability, route efficiency, legal driving hours and appointment requirements.
•Scheduled and confirmed pickup and delivery appointments and communicated special instructions to all relevant parties.
•Tracked loads from pickup to delivery, updated ETAs and shipment milestones, and identified potential service failures before they affected customers.
•Negotiated detention charges and supported rate discussions with brokers while maintaining professional commercial relationships.
•Reviewed Rate Confirmations, BOLs, PODs, carrier packets, invoices and accessorial records for accuracy and completion.
•Reduced late deliveries by 25% through proactive monitoring and driver communication, and reduced customer follow-up enquiries by 30% through structured tracking updates.
*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.
* Coordinated with drivers, dispatchers, brokers, customers, warehouses, and other relevant parties to resolve problems quickly and maintain smooth transportation operations.
* Kept drivers, brokers, and customers informed during breakdowns, delays, and other disruptions, providing accurate status updates and managing expectations throughout the resolution process.

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.