Марина

CURRICULUM VITAE

Personal data:

Name: ​ Maryna Skrypnyk

Date of birth: ​ 18.11.1994

Place of birth: Ukraine,​ Vinnytsia region

Nationality: ​ Ukrainian

Phone number: ​[open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)

Marital status: single​

Children: ​ no

Visible tattoos or scars: no​

Career objective:

Highly motivated and customer-oriented hospitality professional with extensive experience in guest services, reception, and customer support across the cruise, hotel, and e-commerce industries. Adept at handling multilingual communication, problem-solving, and ensuring exceptional guest experiences. Seeking to leverage my expertise in international guest relations, service coordination, and operational efficiency in a dynamic and challenging environment. Passionate about delivering top-tier service while continuously improving processes and fostering positive guest interactions.

Work experience:
• 09.2024 – 01.2025 VIP Manager, Casino, Ukraine Game Studio, Remotely
Responsibilities:
Managing and building relationships with VIP players, providing personalized support and exclusive offers, ensuring high engagement and player retention, resolving VIP queries and issues promptly, monitoring player activity to identify trends and preferences, coordinating with internal teams to enhance the VIP experience.
• 04.2024 – 08.2024 Quality Control, Casino, EVO Play, Remotely
Responsibilities:
Monitoring chat interactions for compliance with company policies and guidelines, ensuring customer service quality and accuracy, providing feedback to support agents for improvement, analyzing chat transcripts for trends and recurring issues, assisting in the development of training materials based on quality findings, ensuring a consistent and professional tone in customer interactions.
• 10.2023 – 08.2024 Customer Support Agent, Casino / NDA Remotely
Responsibilities:
Communication via Live Chat - overseeing customer service operations, resolving regular and escalated issues, ensuring customer satisfaction through prompt and helpful responses.
• 09.2022 – 09.2023 Housekeeping Supervisor, ship “MS Europa 2” Hapag Lloyd Cruises,
Germany
Responsibilities:
Coordinating and supervising the housekeeping staff, ensuring cleanliness and maintenance standards are met, managing inventory and supplies, training new employees, handling guests’ inquiries or complaints related to housekeeping services, eventual room service.
• 06.2021 – 07.2022 Senior Cabin Stewardess, ship “MS Europa 2” Hapag Lloyd Cruises, Germany
Responsibilities:
Daily cleaning of the suites according to the company’s standards, complete cleaning of the suits after disembarkation, dealing with additional tasks (e.g. distributing guest laundry, delivery of food and drinks to the suite, compliance with cleanliness, safety, environmental and hygiene guidelines (HACCP), careful handling of all work equipment and facilities
• 06.2020 – 05.2021 Customer Support Manager, “Spark Sales” via Amazon, Ukraine/ USA
Responsibilities:
Sales, communication with the buyers, process all customers’ inquiries regarding purchase, delivery, returns etc. Claiming refunds from the suppliers. Working with negative feedbacks in order to make the customer remove them via chats and phone calls.
• 12.2019 – 04.2020 Receptionist, ship “World Explorer”, Mystic Cruises, Portugal
Responsibilities:
Process all guests at embarkation/registration (check-in, collecting passports and other documents, issuing boarding cards to each guest embarking), process guest credit-card vouchers for eventual settlement of their voyage Account, cash handling, dealing with complaints, logging lost and found items, and handling all on board printing, etc. Additionally conducting German lessons for the crewmembers.
• 06.2019 – 11.2019 Receptionist, ship “World Explorer”, Mystic Cruises, Portugal
Responsibilities:
Process all guests at embarkation/registration (check-in, collecting passports and other documents, issuing boarding cards to each guest embarking), process guest credit-card vouchers for eventual settlement of their voyage Account, dealing with complaints, logging lost and found items, and handling all on board printing etc.
• 11.2018 – 06.2019 Bartender, night club “Cursal”, Ukraine
Responsibilities:
Preparation of beverages, taking orders from the guests on the bar counter and from waiters.
• 05.2018 – 11.2018 Bar steward, ship “Mein Schiff 2”, TUI Cruises, Germany
Responsibilities:
Setting up bars, taking orders from the guests, service and eventual production of all bar drinks.
• 03.2017 – 05.2018 Receptionist, hotel “Feride Plaza 5*”, Ukraine
Responsibilities:
Checking in/out, providing all necessary information to the guests, supervision upon cabin maids, cash
handling, money exchange, settlement of guest’s account, night audit, etc.
• 10.2016 – 05.2017 Salesman, cosmetic shop “Orchid”, Vinnytsia, Ukraine
Responsibilities:
Helping customers to find items in the store, eventual providing customers with information about them, up sales, cross-sales, keeping track of inventory.

Education:

• 2011-2015 Odesa National University, Philology (Bachelor degree)

• 2014 – Institute of Professional Technologies, Tourism (course)

Certificates:
• 2023 – Crowd Management (Ocean Technologies Group).
• 2024 –STCW Security Awareness (Ocean Technologies Group).

Visas:
• United States of America C1D (Issued on 19.09.2023, expires on 13.09.2028)

Languages:
• English – fluent (C2)
• German – advanced (B2-C1)
• Russian – mother tongue
• Ukrainian – mother tongue

Soft Skills:
• Time management
• Ability to work under pressure
• Creativity in solving problems
• High commitment in teamwork
• Attention to details
• Customer orientation
• Verbal and written communication
• Conflict resolution

Hard skills:
• Microsoft Office (Word, Excel, Outlook)
• Fidelio
• Polar
• MXP
• Typing skills (70 WPM)
• Multi-line phone systems

Hobbies:
• Literature
• Sports
• Photography