Анна

HANNA PANIOTOVA

HR Manager | Customer Support Expert | Multilingual Professional
📍 Birmingham, B37 7 TE, UK | ✉️
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)
🔗 linkedin.com

PROFESSIONAL SUMMARY

Results-driven and multilingual HR and Customer Support professional with
extensive experience in international maritime, hospitality, and corporate ticketing
and event sectors. Proven expertise in omnichannel customer care, full-cycle
recruitment, conflict resolution, and cross-cultural communication. Highly skilled in
using advanced platforms like Zendesk and CRM tools to drive operational efficiency
and customer satisfaction. Fluent in English, German, Ukrainian, and Russian.
Exceptionally adept at thriving in fast-paced, high-volume, and performance-driven
environments.

CORE EXPERTISE & TECHNICAL SKILLS
 Customer Experience: Omnichannel Support, Complaint Management, Event Sales,
First-Point Resolution
 HR & Recruitment: Full-Cycle Recruiting, ATS, Onboarding, Candidate Sourcing,
Interviewing
 Operations & Compliance: Maritime Documentation, Visa Processing (C1/D), Port
Agent Coordination
 Systems & Software: Zendesk, CRM Systems, Pelago, Fidelio, MS Office

PROFESSIONAL EXPERIENCE
Bilingual Customer Advisor (German / English)
AXS | Birmingham, United Kingdom
March 2026 – Present
 Deliver a highly professional, omnichannel customer experience across telephone,
email, social media, and live chat.
 Resolve complex customer enquiries, process event sales, and handle complaints
efficiently, consistently striving for first-point resolution.
 Maintain deep, up-to-date knowledge of all business sectors to provide
comprehensive support for AXS and its global clients.
 Utilize Zendesk platform to manage, track, and streamline high-volume customer
service tickets.
 Consistently exceed performance targets, achieving an over 85% KPI success rate
relative to the maximum company benchmark.
 Earned exemplary Trustpilot reviews from satisfied clients for outstanding service
and problem-solving excellence.

HR Manager (Maritime Hotel Department)
World of Seamen Group (Official Agent for MSC Cruises & Explora Journeys) | Odessa,
Ukraine (Hybrid)
April 2023 – January 2026

 Managed full-cycle recruitment and selection of maritime personnel for major
European cruise lines.
 Conducted structured interviews and successfully coordinated onboarding and
employment logistics.
 Streamlined embarkation procedures and coordinated directly with port agents and
MSC Sorrento.
 Oversaw strict compliance and visa processing, including C1/D visas for seafarers.
 Utilized ATS and CRM software to maintain candidate pipelines and generate data-
driven weekly/monthly reports.
 Translated official maritime, legal, and operational documentation.

Shop Assistant (Hotel "Colosseo")
Europa-Park GmbH | Rust, Baden-Württemberg, Germany
July 2022 – January 2023

 Delivered premium customer assistance and product recommendations based on
guest needs.
 Handled cash operations, secure payment processing, and monitored sales targets.
 Managed inventory checks, processed orders, and designed eye-catching visual
merchandising displays.
 HR Manager
World of Seamen Group | Odessa, Ukraine (Onsite)
September 2021 – July 2022

 Sourced qualified candidates using specialized recruitment platforms and maintained
communication pipelines.
 Directed screening interviews and facilitated the end-to-end employment and
deployment processes.
 Managed visa documentation, cross-checked data in Pelago/CRM, and liaised with
global port agents.

Guest Service Agent
Europa-Park GmbH | Rust, Baden-Württemberg, Germany
September 2020 – July 2021

 Provided high-standard reception services, check-in/out, and concierge support for
international guests.
 Resolved complex customer complaints efficiently, maintaining high satisfaction
metrics.
 Managed the hotel cash desk independently, including foreign exchange and tour
operator billing.
 Actively promoted and sold resort services to maximize operational revenue

Guest Service Representative
MSC Cruises (Onboard MSC Orchestra, Lirica, Musica, Fantasia)
April 2017 – August 2019

 Conducted passenger briefings, emergency drills, and public announcements in
English, German, and Russian.
 Managed front desk inquiries, resolved onboard guest conflicts, and coordinated
embarkation/disembarkation.
 Facilitated shore excursion sales, planned daily onboard programs, and led
specialized tours for German-speaking guests.
 Provided accurate translation of maritime and operational documents for ship and
cargo vessels.
 Teacher and Translator
Daily Language School | Zaporizhzhia, Ukraine
February 2016 – April 2017

 Developed custom methodologies and taught English and German courses from A1
to C1 levels.
 Translated official, legislative, and legal documents from/into English and German.

EDUCATION & QUALIFICATIONS
 Bachelor’s & Master’s Degree in Philology, Translation, and Teaching |
Zaporizhzhia Institute of Economics and Information Technologies (2009 – 2014)
 C1 Certificate in German | Sprachcaffe Language School, Frankfurt am Main (2012)
 C1 Certificate in German | VHS School, Cologne (2015)

LANGUAGES & CERTIFICATIONS
 Languages: Ukrainian (Native), Russian (Native), English (Fluent), German (Fluent),
French (Basic)
 Certifications: Verified Linguistic Diploma in Germany (Anabin System, Bonn, 2020).