Yekaterina Vasilyeva
Zionsville,IN
Summary
Versatile and results-driven professional with extensive experience in customer service, adept in Microsoft Office Suite and excelling in fast-paced environments. Knowledge of problem-solving and technical troubleshooting methods to ensure seamless operations. Proven commitment to quick turnaround of issue tickets and detail oriented service.
Overview
11
11
years of professional experience
Work History
Senior Distribution Dispatcher
Citizens Energy Group
09.2022 - Current
- Managed communication between field crews and customers to enhance service delivery and satisfaction.
- Utilized GIS mapping tools to optimize route planning and resource allocation for maintenance operations.
- Participated in regression and new update testing of KloudGin worker and asset management system for the Dispatch department utilizing TFS/Azure
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
Technical - TAC1 Support
Stanley Security
02.2021 - 09.2022
- Assist customers and field techs with alarm system troubleshooting, including the creation of service requests
- Maintain database of system information/resolutions, utilizing them to assist with customer and tech troubleshooting
- Coordinated with other departments within the organization in order to resolve complex issues quickly
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques
911 Telecommunicator/Control Operator
Marion County Sheriff's Office
01.2017 - 05.2021
- Coordinated emergency response efforts, ensuring timely dispatch of police services.
- Utilized advanced computer-aided dispatch systems to maintain real-time situational awareness during emergencies.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Monitored multiple communication channels to assess and prioritize incoming emergency calls effectively.
iOS Support Advisor
KellyConnect
02.2016 - 09.2016
- Position worked for Apple's tech support que through a temp agency.
- Enhanced user experience and increased productivity by providing timely technical support to iOS device endusers.
- Coordinated with other departments such as sales, desktop support, or billing when needed, ensuring seamless service delivery across all touchpoints.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
Dispatch/Customer Service Rep
BeMyDD
03.2015 - 01.2016
- Coordinated available driver workforce with incoming ride request orders to provide timely service and minimal downtime of available resources.
- Answered customer inquiries and maintained comprehensive knowledge of company services to provide accurate information to customers.
- Resolved customer complaints through effective communication, ensuring a positive experience.
Customer Support Lead
12Gigs, Inc.
04.2014 - 01.2015
- Hired, trained, and managed customer support team to enhance customer satisfaction through timely issue resolution.
- Collaborated with cross-functional teams to develop solutions addressing customer needs and concerns.
- Developed support documentation and resources, streamlining information access for team members.
- Assisted with testing user-end experience and app functionality alongside Quality Assurance team.
Education
No Degree - Communication Studies
Diablo Valley College
Pleasant Hill, CA01-2012
Skills
- 2 year management/trainer experience
- 8 years dispatch experience
- 5 years customer service/support
- Flexibility in Role Responsibilities and meticulous attention to detail
- Quick learner and high level of comfort with technical software and hardware
- Committed to constant skill and knowledge base improvement
- Microsoft Office Suite proficiency
Languages
English
Native/ Bilingual
Russian
Native or Bilingual
Timeline
Senior Distribution Dispatcher
Citizens Energy Group
09.2022 - Current
Technical - TAC1 Support
Stanley Security
02.2021 - 09.2022
911 Telecommunicator/Control Operator
Marion County Sheriff's Office
01.2017 - 05.2021
iOS Support Advisor
KellyConnect
02.2016 - 09.2016
Dispatch/Customer Service Rep
BeMyDD
03.2015 - 01.2016
Customer Support Lead
12Gigs, Inc.
04.2014 - 01.2015
No Degree - Communication Studies
Diablo Valley College