Лука

LUKA YEVTUSHENKO Before we start evaluating me as an employee, I would like to take the privilege of
introducing who I am as a person.
Throughout my life, I’ve been deeply committed to conversations - with people I’ve met
along the way. Reflecting on those experiences, I’ve come to the conclusion that I am an
empathetic person. I can sense the emotional vibrations of others, which makes me
mindful, precise, honest, and perceptive.
Before I could even define myself this way, I had already read many works in the field of
psychology which help me in my interactions.
I am a builder of myself - committed to elevating my consciousness every day. I’m highly
adaptable and always open to learning something new.
Personal
Address
Nikopol Work experience
Phone number
[открыть контакты](см. выше в блоке «контактная информация») Customer Support Representative Sept 2021 - May 2025
TrackEnsure Inc., Remotely
Email
[открыть контакты](см. выше в блоке «контактная информация») Professional Summary
Date of birth Customer‑focused Technical Support Specialist & Team Lead with over 3 years of
16-03-2000 experience supporting U.S.‑based clients in the trucking industry, primarily with Electronic
Place of birth Logging Devices (ELDs).
Nikopol
Gender TrackEnsure – Remote (Ukraine, supporting U.S. clients)
Male Customer Support Representative → Team Lead | Sep 2021 – Aug 2024
Marital status
Not married
Handled 30+ daily phone, chat, and ticket requests, including high‑priority (hotline)
Driving licence
Category B cases, from U.S. trucking clients.
Diagnosed and resolved complex hardware/software issues on ELDs and
telematics systems, escalating to engineers when needed.
Interests
Promoted to Team Lead within one year; supervised and coached 7 support agents
Gym across 3 countries.
Guitar Led onboarding and training sessions, maintained internal knowledge bases, and
Photography provided daily support to team members.
Managed conflict resolution with difficult clients, ensuring issues were de‑escalated
Psychology & personal development
and resolved professionally.
Distance running Regularly communicated with fleet, owners and company decision‑makers to clarify
Coffee business‑critical details.
Prepared reports and filled support dashboards to track team KPIs, performance,
Languages and client feedback.
Collaborated with Product and Engineering teams to log bugs and suggest
Ukrainian
improvements to user interface and system behavior.
Russian
English

Education and Qualifications
B.Sc. Radiophysics & IT Technologies Sept 2017 - Jul 2021
V. N. Karazin Kharkiv National University | Sep 2017 – Jul 2021, Kharkiv

Skills
Technical & product support
Remote team leadership &
mentoring
Customer success: call
handling, script design
Multitasking & prioritization
under time presssure
Process documentation &
knowledge-base creation
Tools: CRM & VoIP systems,
MS Office/Google