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Work experience

Office administrator

from 04.2019 to 06.2019 (2 months)
Redford English school, Киев (Education and science)

Customer Service Officer

from 04.2016 to 03.2019 (2 years 11 months)
Aviacontact, Kyiv (booking web site)

•Manage flight booking enquiries for passengers and partners by providing knowledgeable and efficient customer service
•Co-ordinate and present training and information sessions to colleagues and new staff, internal stakeholders and key external stakeholders
•Identify team training needs and monitor/report on team performance
•Complete high-level administrative tasks and reporting
•Resolve escalated help desk enquiries and on-going enhancement projects efficiently and effectively

Guest experience agent, Customer Service Officer

from 03.2010 to 06.2015 (5 years 3 months)
Hotel Baron Resort, Hotel Rehana Royal Resort, Sol Sharm & Sol Cyrene Hotels,Tiran Sharm Hotel, Concorde El Salam Hotel, Tropite, Sharm El Sheikh, Egypt (hotels and hospitality)

•Meet and greet guests of all nationalities
•Check-in and check-out
•Provide impeccable, reliable, passionate, consistent and professional service
•Provide guests with sense of luxury
•VIP coordination and follow-up, according to hotel standards
•General team management and coordination
•General porter duties
•Assist guests with check-in, luggage, amenities, transport and entertainment bookings
•Arranging Orientations for Travel agencies
•Organising and delivering special requests (e.g. courtesy calls)
•Cocktail party and special function organization for VIP guests
•Room inspection and reporting
•Prepare for next day arrivals (send and update amenities reports)
•Send and distribute all the reports (VIP welcome drinks, info. meetings arrangement, mail for early arrival, honeymooners, orientation mail) of the day to the concerning departments.

Human Resources and Procurement Office

from 10.2007 to 06.2009 (1 year 8 months)
Inter-regional Academy of Personnel Management, Киев (Human Resources)

Administration officer - public officer

from 03.2006 to 06.2007 (1 year 3 months)
Shevchenkivs'ka District Office of Administration, Киев (Shevchenkivs'ka District Office of Administration)

Administration officer - public officer

from 04.2005 to 03.2006 (11 months)
Podil'ska District Office of Administration, Киев (Podil'ska District Office of Administration)

Education

Inter-Regional Academy of Personnel Management

Psychology, Kyiv
Higher, from 1999 to 2009 (9 years 8 months)

Additional education and certificates

Linguistic Centre of IR Academy of Personnel Managment, completed the full course of English

2000-2002

Additional information

CRITICAL SKILLS:
•Highly developed oral and written communication
•Excellent interpersonal skills and experience in liaising with several internal departments, including Executive and Administration
•Ability to prioritise tasks and meet deadlines
•Capacity to handle confidential information with the highest degree of discretion
•Demonstrated self-motivation together with well developed organisational skills, initiative and flexibility

SPECIAL SKILLS:

Languages: Russian (perfect, spoken/written), Ukrainian (native), English (fluent, spoken/written).
Computer: Word, Excel, Internet, Lotus Notes 8,5; Fidelio 6.20 (Front Office), Opera 5.0, system Podio, Baklan, Slack, Nest and Ggroups.