Julia Guleaev

• Managed customer support operations for appliance repair company, handling 60–80 service requests weekly

• Supervised remote support team, trained 2 new hires, and improved scheduling efficiency

• Resolved escalated customer issues, maintaining 95%+ satisfaction rating

• Coordinated communication between customers and technicians to ensure accurate appointments

• Streamlined dispatch and service confirmation, reducing scheduling conflicts by 25%

• Tracked team KPIs including response time and service satisfaction

• Provided chat/email support for SEO, PPC, and website development clients

• Assisted sales with onboarding, service explanations, and preparing proposals

• Maintained client records in CRM and followed up on satisfaction and upgrades

• Collaborated with marketing team on timelines and communication consistency

• Recognized for responsiveness and clarity in client interactions

• First point of contact for residential and commercial cleaning clients

• Quoted services based on property type and job size

• Scheduled daily appointments and managed dispatch calendar

• Followed up post-service and handled changes or cancellations

• Introduced to remote tools and developed strong independent work habits