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Work experience

Implementation Technician

from 03.2021 to 07.2025 (4 years 4 months)
Nextiva, Kyiv (IT)

- Ensure a smooth and efficient transition for new users or
customers integrating with a VoIP system;
- Set up new accounts from scratch as per customer's business
needs;
- VoIP Hardware initial setup and needed troubleshooting;
- Provide training sessions for customers to familiarize them
with the VoIP platform and available features, empowering
them to use the system effectively;
- Troubleshoot all initial technical issues, and ensure overall
customer satisfaction with the new VoIP setup.
Achievements: Enterprise Support Certification, multiple
recognitions from the manager and the supervisor as top
performer on the team.

Technical Support Representative

from 12.2020 to 03.2021 (3 months)
Nextiva, Kyiv (IT)

- Assist customers with the configuration, setup, and
troubleshooting of VoIP devices and systems via phone calls,
ensuring smooth communication and call quality;
- Diagnose and resolve a wide range of VoIP issues, including
network-related problems such as double NAT, SIP ALG,
insufficient jitter, latency, and packet loss;
- Troubleshoot and support integrations between the VoIP
system and third-party applications or CRM platforms;
- Consistently achieve high rankings in monthly metrics,
including average call duration, hold time, and quality
assurance;
- Maintain updated knowledge of company products and services
to provide excellent customer support.
Achievements: Senior Cloud Specialist Certification.

Senior Airport Services Agent - Baggage Services

from 08.2018 to 09.2020 (2 years 1 month)
Emirates Airlines, Dubai (Aviation/Customer Service)

•Monitor baggage operations to make sure standards are followed;
•Run shift reports to ensure all financial procedures are adhered to;
•Actively perform duties of baggage services agent;
•Deliver exceptional customer service to passengers, handle customers’ requests and complaints efficiently;
•Ensure customer satisfaction at all times;
•Keep knowledge of International regulations, company’s standards and procedures at all times;
•Mentor and coach junior staff to ensure smooth operation of the shift.

Airport Services Agent – Baggage Services

from 08.2016 to 08.2018 (2 years)
Emirates Airlines, Dubai (Aviation/Customer Service)

•Provide exceptional customer service and being the last link in the passenger’s travel;
•Attend passenger’s delayed, partial loss or damaged baggage or its contents;
•Handle Premium class customers’ and VIP’s baggage concerns;
•Continuously look at improving baggage handling, suggest procedures’ update to achieve efficient process.

Front Desk Agent

from 08.2015 to 08.2016 (1 year)
The Ritz-Carlton Hotel, Abu Dhabi (Hospitality)

•Process of all guest check-ins by confirming reservation, securing guarantee, matching the room type as per guest preference;
•Settle the bills, receive payments for the guests’ stay, event/conference;
•Process necessary documentation for financial purposes, produced other daily reports;
•Anticipate guests’ needs at all times, handle complains, resolve their incidents.

Guest Relations Agent

from 02.2014 to 08.2015 (1 year 6 months)
The Ritz-Carlton Hotel, Abu Dhabi (Hospitality)

•Prepare special amenities and welcome letters for VIP guests;
•Ensure guests’ complaints and/or feedback are acknowledged promptly and subsequent actions are taken in compliance with company’s policies and procedures;
•Run daily reports, communicate with other departments for efficient solution of guests’ queries;
•Prepared and delivered presentations about VIP guests to all hotel staff;
•Actively promote and upsell hotel features and services.

Front Desk Shift Leader

from 12.2008 to 01.2014 (5 years 1 month)
Slavutych Hotel, Kyiv (Hospitality)

•Supervise and participate in all activities related to the process of rooming hotel guests;
•Ensure financial procedures are adhered to by all reception personnel;
•Ensure guests’ satisfaction with service and amenities/facilities provided;
•Lead, motivate, coach and mentor members of the reception team, give constructive feedback to ensure high performance of the team;
•Room allocation with the consideration of guest preferences, hotel occupancy, special events and season variations.

Front Desk Agent

from 03.2008 to 12.2008 (9 months)
Slavutych Hotel, Kyiv (Hospitality)

•Process of all guests check-ins by confirming reservation, securing guarantee, matching the room.
•Settle bills, receive payments for the guests stay.

Education

Kyiv Economic Institute of Management

Economics and Management, Kyiv
Higher, from 2008 to 2012 (3 years 10 months)

Kyiv Hotel Management College

Hospitality Management, Kyiv
Specialized secondary, from 2005 to 2008 (2 years 5 months)

Knowledge and skills

• MS Excel
• MS Office
• Opera
• MS PowerPoint
• MS Word
• CRM Tools
• Remote Support
• Go Integrator
• Network
• VoIP Hardware

Language proficiencies

• English — fluent
• Ukrainian — fluent
• Russian — fluent

Additional information

Professional with strong background in technical support and customer service, expert at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer engagement, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.