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Marina Tulaeva

@marinatulaeva

Customer relations and technical support professional at Servionica who handled service tickets, SLA deadlines, and customer escalations.

Vietnam

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What I'm looking for

I’m looking for full-time remote work. I’m open to remote opportunities and unavailable for business travel.

At Servionica, I received and processed requests from corporate and individual customers and internal employees. I tracked service deadlines against SLA requirements, escalated issues when needed, and worked with tickets in a HelpDesk system.

I maintained business correspondence with customers and partners, prepared management reports, and supported long-term relationships with key customers. As a senior technical support specialist, I helped resolve objections and disputes and reviewed team performance and KPIs.

At Municipal Institution “Resurs,” I registered residents’ calls and requests, prepared reports, and provided consultations. I also managed the service’s social media accounts.

Experience

Work history, roles, and key accomplishments

Service Desk Specialist

Servionica

Sep 2022 - Dec 2024 (2 years 3 months)

Received and processed requests from corporate and individual customers, as well as internal employees. Monitored service request deadlines in line with SLA requirements and escalated issues when necessary.

Help Desk SLA Monitoring Ticket Management Escalation Management Business correspondence Reporting Client Communication KPI Analysis Team Coordination

Dispatcher, Unified Duty and Dispatch Service

Municipal Institution “Resurs”

Jun 2021 - Jul 2021 (1 month)

Received and registered calls and requests from residents. Notified and informed municipal emergency-management leadership about potential emergency situations.

Call Handling Registration Reporting Consultation Social Media Management