Софія

SOFIIA VYHODOVANETS
PRODUCT/ OPERATIONS / CUSTOMER SERVICE
Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)
PROFESSIONAL PROFILE
Customer and operations professional with 4 years of experience across hospitality, reception, client service and guest operations in Ukraine and the UK. Experienced in coordinating customer requests and bookings, managing schedules, resolving issues, working across teams and maintaining accurate operational information. Strong understanding of customer journeys and service processes, with a structured, detail-oriented approach to problem solving and communication. Interested in moving into Product, Methodology and Operations roles where customer needs, processes and cross-team coordination are central to delivering a strong product or service.
CORE COMPETENCIES
• Customer Journey & Customer Experience
• Process Coordination & Operational Support
• Requirements / Needs Identification
• Problem Solving & Issue Resolution
• Stakeholder & Cross-Team Coordination
• Bookings, Scheduling & Workflow Management
• Client Communication & Feedback Handling
• Service Process Improvement Mindset
• Data Accuracy & Record Management
• Microsoft Excel & Google Sheets
• PMS & Booking Platforms
• International & Multicultural Communication
PROFESSIONAL EXPERIENCE
Flooring Coordinator | London, UK | 2026
• Supported staff coordination and helped maintain consistent service and operational standards.
• Monitored ongoing workflows and assisted with resolving day-to-day issues to keep processes running smoothly.
• Helped maintain effective communication across the team, supporting colleagues with operational tasks and priorities.
• Coordinated the work of staff and supported the smooth organisation of day-to-day operations.
Receptionist (Part-time) | Gloucester, UK | 2022 – 2024
• Managed appointments and front-desk operations while providing personalised customer service.
• Handled client requests and maintained a welcoming, organised customer journey.
• Built positive client relationships through clear communication and reliable follow-through.
Conference Manager & Reservations Manager | Hotel George, Ukraine | July 2021 – August 2022
• Coordinated hotel reservations, group bookings and conference schedules, maintaining accurate information throughout the customer journey.
• Managed client enquiries, complaints and requests, resolving issues promptly and professionally.
• Coordinated events from initial enquiry through execution, working with multiple internal teams to ensure smooth delivery.
• Worked with Booking.com, Agoda and Expedia to maintain accurate listings and respond to guest feedback.
• Maintained booking and service records using Excel and hotel PMS systems.
• Collaborated with housekeeping, F&B and front-desk teams to deliver a consistent guest experience.
Sales & Guest Relations Assistant | Hotel Cisar, Ukraine | May 2020 – June 2021
• Supported room reservations, group bookings and conference activities alongside day-to-day guest relations.
• Welcomed guests, handled enquiries and resolved issues promptly and professionally.
• Completed accurate check-in and check-out procedures using PMS systems.
EDUCATION
Bachelor’s Degree — University of Business and Management, Kyiv | Graduated 2024
LANGUAGES
Ukrainian — Native | English — Upper-Intermediate (B2) | Polish — Intermediate (B1) | Russian — Fluent
ADDITIONAL STRENGTHS
• Experience supporting multicultural customers and adapting communication to individual needs.
• Comfortable managing multiple priorities and working efficiently under pressure.
• Strong understanding of customer journeys, guest experience and front-of-house standards.
• Participation in internal sales trainings and customer service workshops.