Dave

DAVID DUMILA
[открыть контакты](см. выше в блоке «контактная информация») │ [открыть контакты](см. выше в блоке «контактная информация») │ Skype- live:dave.dumilz │
Telegram- https://t.me/Dave_Dumila

PROFESSIONAL SUMMARY

Highly resourceful customer service specialist, logistics operator, and administrator with
several years of progressive experience. Results-driven leader with documented success in
ensuring repeat business opportunities, and solid customer retention. Proficient in planning
and administering well-placed customer service plans, aimed at customer retention and
satisfaction.

Also, an effective team player with proven success in working collaboratively to obtain the
best results. Skilled communicator known for interacting with difficult clients in an
optimistic manner.

PROFESSIONAL EXPERIENCE

Logistics Manager/ Customer Support Manager
Pro-Haul Logistics – Alabama, USA (Remote) - May 2024 – September 2025
 Assign drivers and vehicles to specific jobs, ensuring compliance with regulations and
schedules
 Handle unexpected issues such as delays, breakdowns, or route changes swiftly and
effectively.
 Ensure all transportation activities meet legal and safety requirements, and maintain
proper records (e.g., bills of lading, logs)
 Handle complaints or problems, such as order delays or returns, aiming for quick and
satisfactory solutions
 Monitor shipments in real-time and provide updates to customers or internal teams

Customer Support and Retention Team Lead │ Quality Assurance Coach
Insurance Supermarket Inc., Miami, Florida (Remote) — February 2023 – March 2024
 Led a team of retention agents, achieving a 20% increase in customer satisfaction within
three months by coaching and refining team processes.
 Developed and implemented performance metrics (KPIs) such as CSAT, average handle
time, retention rate, call quality score, etc., that improved team operational efficiency
by 35%.
 Developed and managed training materials and training programs for the agents to
maintain quality and drive high productivity.

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 Audited customer interactions in line with the quality management systems and long
term goals of the company, provided feedback and set up coaching schedules to any
issues
 Collaborated with cross-functional teams to resolve complex issues, reinstate lapsed
policies, and implement innovative solutions.
 Onboarded and trained new retention agents, getting them up to speed with operations
and product knowledge.

Senior Retention Agent
Insurance Supermarket Inc., Miami, Florida (Remote) — July 2022 – February 2023
 Managed a portfolio of clients, resolving payment and policy issues with a 98%
customer retention rate.
 Reinstated and recovered over 1500 lapsed polices in 2 months.
 Improved customer retention by 37% through the introduction of a refined retention
strategy and continuous script review and increased positive reviews by 11%.
 Collaborated cross-functionally with legal and finance teams to ensure compliance and
optimize resolution workflows

Sales representative /Insurance Qualifier
Insurance Supermarket Inc., Miami, Florida (Remote) — December 2021 – July 2022
 Qualified clients for insurance products, ensuring accurate documentation of customer
details and enhancing the efficiency of customer handling processes.
 Identify and reach out to potential clients (individuals or businesses) through cold
calling, networking, referrals, or digital channels
 Explain and promote various health insurance plans, helping clients understand
coverage options, benefits, costs, and limitations
 Assisted clients in resolving policy issues, contributing to improved customer satisfaction
and retention.
 Enhanced feedback mechanisms, leading to a 50% improvement in service efficiency
and client communication.

BSS Software and Application Engineer │ Zoho desk Admin
Digicel Group, Kingston, Jamaica (Remote) — October 2019 – September 2021
 Supported the Customer Experience (CX) team by leading CX enablement strategies,
service desk roll-outs and implementing training programs, contributing to a 30%
increase in customer satisfaction.
 Successfully migrated customer data and digital interactions from Zendesk to Zoho Desk,
enhancing the efficiency of ITSM ticketing systems for CX and improving product
automation.

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 Onboarded and set up accounts for over 2000 new agents in the ITSM ticketing system
in 3 days.
 Created training materials and trained all new and existing agents on the new ticketing
system.
 Served as the point of contact for post-migration service desk support and training,
resolving issues as soon as they arrived and setting up stable frameworks for smooth
transition.

Customer service representative
Ridesafely INC, Florida, USA – March 2018 – August 2019
 Maintained positive rapport with clients.
 Supervised and coordinated transportation of vehicles from pickup to delivery.
 Planned routes and scheduled rout for multi-drop deliveries.
 Booked in deliveries and liaised with customers.
 Scheduled pickup and deliveries of loads.

EDUCATION & CERTIFICATIONS

BSc, Computer Science – Vinnytsia Technical University | 2019
Data Analyst Level 2 (SQL) – EntryLevel Virtual Program | Jan 2024
Data Analyst Level 1 – EntryLevel Virtual Program | Oct 2023

KEY SKILLS

 Leadership & Team Management, Team Mentorship and Training
 Customer Success & Retention, Auditing and quality assurance, Operational Efficiency
 Global Collaboration, Strong analytical skills, Excellent communication(English level C2),
Problem-solving skills
 Attention to detail, Project management, CX enablement, Training design.
TECHNICAL SKILLS

 SQL, Power BI, Tableau, Zoho Desk, Zendesk, Jira, Asana, Microsoft Office, Google Suite

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