Ross Khalilov
Brambleton
Summary
Aspiring to start an IT career with a foundation in computer troubleshooting, customer service, and a CompTIA Tech+ certification. I am eager to bring my technical skills and problem-solving abilities to an IT Help Desk position. With experience handling high volumes of customer orders, managing incoming service requests, and collaborating with teams, I am excited to bring my ability to prioritize tasks, delegate effectively, and provide exceptional support to users.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dunkin' Donuts
08.2024 - Current
- Managed both phone and online order tickets, prioritizing them based on urgency and customer needs.
- Assigned orders to the correct teams to ensure timely and accurate processing.
- Educated customers on using the Dunkin' mobile app to streamline their orders.
- Created knowledge-based materials for faster check-ins while customers waited, improving overall service time.
- Collaborated with team members via radio communication to ensure smooth operations.
- Delivered 5-star customer service even during peak hours, resolving issues and ensuring satisfaction.
Customer Service Representative
Domino's
07.2023 - 05.2024
- Managed phone and online tickets, ensuring accurate processing and fast service.
- Delegated tasks to the appropriate teams and followed up to ensure timely delivery.
- Educated customers on the Domino's app to improve their ordering experience.
- Contributed to knowledge base articles to streamline common order-related inquiries.
- Used radio communication to coordinate with team members and ensure efficient order fulfillment.
- Focused on customer satisfaction by resolving issues swiftly and professionally.
Education
High School Diploma - AP Computer Science & IT Classes
Briar Woods High School
Ashburn, VA07-2025
Associate of Science - Information Technology
Northern Virginia Community Colleges
Sterling, VA05-2027
Skills
- Fast Call Answering: Ability to respond to customer inquiries efficiently, ensuring rapid resolution
- Accurate Documentation: Consistently creates detailed and accurate records to support smooth service delivery
- Efficient Call Time: Focused on resolving issues quickly while maintaining high standards of customer service
- Order Ticket Management: Skilled in managing incoming tickets, prioritizing tasks, and delegating tickets to appropriate teams
- Team Communication: Proficient in coordinating with teams via radio and other communication methods to resolve issues quickly
- Technical Troubleshooting: Strong understanding of IT fundamentals, enabling effective resolution of common technical issues
- Technology Guidance: Experienced in teaching customers to use mobile apps, improving their ordering experience
- Knowledge Base Creation: Capable of creating reference materials to help customers resolve issues on their own, expediting service
Certification
- CompTIA Tech+ – Oct 2025 – Present
- Foundational knowledge in IT concepts, including hardware, software, networking, and security essential skills to effectively troubleshoot and support IT systems.
- Code Camp – Responsive Web Design – December 2020
- Code Camp - Javascript – January 2021
Languages
English – Native
Azerbaijani – Conversational
Timeline
Customer Service Representative
Dunkin' Donuts
08.2024 - Current
Customer Service Representative
Domino's
07.2023 - 05.2024
High School Diploma - AP Computer Science & IT Classes
Briar Woods High School
Associate of Science - Information Technology
Northern Virginia Community Colleges