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Joy Onyinyechukwu Obinwa

Membership Manager • Dispatcher • Customer Experience Specialist

Results-driven operations professional with 4+ years of cross-functional experience across membership management, service dispatching, account management, and client retention. Proven expertise in streamlining operations using ServiceTitan CRM and bilingual communication in English and Russian.

Krasnodar, Russia joyobinwa24@gmail.com (+7) 910-243-9892
Joy Onyinyechukwu Obinwa

Live Customer Interaction

Watch Joy handle live customer dispatching, problem resolution, and service coordination.

Core Competencies

Areas of hands-on expertise and operational leadership

Dispatch & Scheduling

ServiceTitan CRM, workforce coordination, route optimization, dynamic scheduling, and parts order tracking.

Customer Experience

High first-call resolution, de-escalation, outbound satisfaction surveys, and appointment management.

Membership Management

Acquisition campaigns, renewal workflows, database privacy compliance, and retention analytics.

Account Management

Permit handling, service contracts, estimate conversion optimization, and inter-departmental dispatch.

Technical & HR Support

Ticketing systems, multi-channel support triage, broker communication, and records management.

Languages

English: Native
Russian: B1 - Intermediate

Work Experience

Dec 2025 – Present

Membership Manager

IRBIS Air, Plumbing & Electrical • San Jose, CA (Remote/Hybrid)

  • Spearhead membership acquisition, retention, and engagement campaigns to drive recurring customer base growth.
  • Analyze membership trends to inform executive strategy; coordinate multi-channel benefit communications.
  • Oversee renewals and automated follow-ups to maintain industry-leading retention rates.
Sep 2025 – Nov 2025

Dispatcher / Account Manager

IRBIS Air, Plumbing & Electrical • San Jose, CA

  • Directed dispatching and dynamic schedule management for plumbing and electrical technicians via ServiceTitan CRM.
  • Monitored parts pickups, permits, and technician quality metrics while resolving escalated customer concerns.
  • Followed up on open estimates to increase conversion rates and build long-term retention.
Jul 2024 – Sep 2025

Customer Service Representative

IRBIS Air, Plumbing & Electrical • San Jose, CA

  • Handled inbound calls, email, and live chat with a consistently high first-call resolution rate.
  • Conducted outbound campaigns to book, confirm, and survey scheduled service appointments.

Additional Prior Roles

Technical Support Specialist at A Swiss Group AG (2022) • HR Assistant at Esse Logistics (2021–2022) • Call Centre Agent at First Appliance Repair (2021) • Customer Service Representative at Fulfilla (2020).

Education & Honors

Bachelor's Degree

Voronezh State University of Engineering Technologies • 2016 – 2020

Award of Excellence (Best Graduating Student) Award of Participation Bilateral Education Agreement Scholarship Recipient