Tereza

TEREZA STEPANOVA

CONTACT WORK HISTORY
Address : Kraków, Poland Customer Service Agent, Ryanair Project, 01/2019 to Current
Armatis-LC - Krakow, Poland
Phone : [open contact info](look above in the "contact info" section)
• Helped large volume of customers emails via Zendesk every day with positive
Email : [open contact info](look above in the "contact info" section)
attitude and focus on customer satisfaction.
• Managed over 100 tickets per shift.
• Enhanced productivity by staying on top of email scripts.
PROFESSIONAL SUMMARY
• Demonstrated high attention to detail, organization and management of multiple
Proficient agent with superior work ethic and tasks and projects simultaneously.
expertise in working from scripted responses
• Evaluated customer information to explore issues, develop potential solutions
to resolve customer problems. Driven and
and maintain high-quality service.
responsible with adaptable, solution-oriented
nature. Excellent conflict mediator and • Identified issues, analyzed information and provided solutions to problems.
efficient multitasker. • Adapted to new applications and maintained knowledge of current technologies.

Front Desk Clerk, 06/2018 to 10/2018
SKILLS Princess Royal Hotel - Ocean City, Maryland, USA
• Work and Travel Program
• Issue and Complaint Resolution
• Greeted guests at front desk and engaged in pleasant conversations while
• Calm and Professional Under Pressure managing check-in process.
• Efficient and Detail-Oriented • Greeted visitors and customers upon arrival, offered assistance and answered
• Efficient in working independently as well questions to build rapport and retention.
as collaboratively • Answered multi-line phone system to respond to inquiries and transfer calls to
correct departments and personnel.
• Collected room deposits, fees and payments.
EDUCATION
Master's Degree : Economics, Logistics Restaurant Waitress, 05/2017 to 09/2017
And Product Management, 2019 Radisson Hotel - Nashua, USA
University of Information Technolog & • Work and Travel Program
Management - Rzeszów, Poland • Maintained detailed knowledge of specials and currently available items to
provide guests with informative menu descriptions.
Bachelor's Degree : Economics,
• Participated in dining room sidework such as refilling condiment bottles,
International Business Management,
preparing menus and arranging silverware packages.
2017
University of Information Technology & • Performed dining room sanitation tasks such as spill cleanup, table sterilization
Management - Rzeszów, Poland and removal of apparent waste or refuse.
• Sustained calm and congenial manners during communications with angry
guests, directing disgruntled clients to appropriate managers.
LANGUAGES • Completed credit payments via card processing systems.

Ukrainian:
Banquet Server, 05/2016 to 09/2016
Bilingual or Proficient (C2) Stanley Hotel - Estes Park, USA
• Work and Travel Program
English:
• Arranged linens and table settings according to seating plan and event theme.
Advanced (C1) • Provided friendly, courteous service to create memorable moments for guests.
Polish: • Maintained event cleanliness during service by promptly clearing dishes after
each course.
Advanced (C1)
• Served appetizers, delivered entrees and refilled beverages for banquet guests.
Russian: • Monitored dietary restrictions and served guests with special needs.

Advanced (C1)