Олена

Olena Lavrushko
Ternopil, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) |
WhatsApp: [open contact info](look above in the "contact info" section) | Languages: English (C1 – Fluent),
German (B1 – Good), Polish (B2 – Good), Ukrainian (Native).

SUMMARY

Detail-oriented and highly organized Customer Service Professional with C1 English and
extensive international experience (The Ritz-Carlton, Dubai). Proven track record in
high-stakes client relations, phone/chat communication, crisis resolution, and database
management. Combines exceptional multitasking abilities with technical proficiency in CRM
systems and office tools.

KEY SKILLS

● Logistics & Operations Support: Data entry & documentation, status tracking,
schedule coordination, cross-functional collaboration.
● Communication & Service Excellence: High-touch client relations, empathetic
communication, conflict resolution under time pressures.
● Technical & Business Tools: CRM experience (Opera), database navigation,
advanced troubleshooting (OS, network, diagnostic software), Google Workspace &
MS Office (Excel Power User).

PROFESSIONAL EXPERIENCE

Private English Tutor | Freelance 2010 – Present

● Delivering customized, interactive 1-on-1 English lessons for young learners,
preparing them for school curricula and early fluency.
● Developing adaptive learning plans and engaging materials, building confidence, and
maintaining long-term progress tracking.
● Managing independent scheduling, parent communications, and lesson planning.

Senior Hostess / Customer Relations Agent | The Ritz-Carlton DIFC, Dubai 2015 – 2017

● Delivered premium, high-standard customer communications in a fast-paced
international hub.
● Handled real-time problem resolution, managing administrative documentation,
system entry, and coordination under pressure.
● Conducted staff onboarding and training on internal operating procedures and quality
standards.
Volunteer Content Manager & Customer Relations | Social Media Volunteering
Projects February 2022 – Present

● Managing sensitive international communications and advocacy projects
(free.ukrainian.pows).
● Translating, structuring, and verifying complex data under emotional and
time-sensitive pressures.

Full-time Parent | Family Management & Caregiving 2018 – 2022

● Developed advanced multitasking, daily schedule organization, long-term planning,
and high-stress adaptability.

Tour Agent | Join Up, Ternopil 2013 – 2014

● Managed international travel bookings, ticketing software databases, and itinerary
planning.
● Resolved flight delays and booking issues efficiently to ensure smooth operational
flow.

Administrative Assistant | Ternopil State Land Cadaster 2012 – 2013

● Processed technical documentation, verified database accuracy, and generated
cadastral plans using specialized corporate software.

KEY ACHIEVEMENTS
● #1 Customer Rating Globally: Was part of the service team that drove Cara
Restaurant to be ranked #1 on TripAdvisor among 9,000+ venues in Dubai (2016).
● Corporate Excellence Awards: Recipient of multiple internal Ritz-Carlton
recognitions, including Super Star of the Month and Gallup Star for exceptional
service delivery.
● Innovation Recognition: Awarded Silver Medal in the regional competition of Social
Project Business Plans (2010).

EDUCATION
● Master’s Degree in Social Management (with Honors) – Ternopil Institute of Social
and Information Technologies, Ukraine (2007–2012).

PERSONAL DEVELOPMENT & INTERESTS
● Cognitive Science: Cognitive psychology, neurodiversity, inclusive communication
frameworks, and the application of AI tools to optimize daily workflows.
● Genealogy: Historical and ancestry research, managing massive archival structures,
handwriting analysis, and documentation.