Ilia Balybin

At Locus Gastro Hub and Joyo Restaurant in Dubai, I handle delivery complaints end to end in English and Russian, arranging remakes and resolving most cases at first contact.

I track live orders across two kitchens, coordinate couriers, and step in on stalled deliveries before guests need to chase updates. I also cleared a two-month invoice backlog in one week while auditing roughly 700 supplier invoices monthly.

I traced repeat complaints to the in-house point-of-sale system, filed 18 severity-graded defects with reproducible steps, and tested order, payment, and refund edge cases. On my own initiative, I built a Python and Google Maps API routing tool that auto-assigned about 100 orders per shift and ran in production for nine months.

Previously at Yandex, I supported a priority driver live-chat queue of roughly 4,500 chats a month, investigated ambiguous cases, and escalated product bugs with structured context. I consistently ranked in the top third of around 160 specialists in peer quality scoring.