Марина

CURRICULUM VITAE
Personal data:
Name: Maryna Skrypnyk
Date of birth: 18.11.1994
Place of birth: Ukraine, Vinnytsia region
Nationality: Ukrainian
Phone number: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Marital status: single
Children: no
Visible tattoos or scars: no

Career objective:
Highly motivated and customer-focused hospitality and support professional with extensive experience across cruise,
hotel, and e-commerce environments. Skilled in delivering exceptional customer satisfaction, managing complex
situations with ease, and leading teams toward high performance and service excellence. Adept at multilingual
communication, operational coordination, and process improvement. Confident in taking on new challenges and adapting
quickly to diverse roles and responsibilities. Seeking to leverage strong customer relations expertise, leadership ability,
and a proactive, solutions-driven mindset in a dynamic international setting.

Work experience:
● 06.2025 –12.2025 Receptionist, hotel “Batzenhäusl 4*”, Innsbruck, Austria
Responsibilities:
Managing front-office operations including guest check-in/out, concierge support, and full stay coordination. Supervising
housekeeping teams, ensuring room standards, and handling all financial transactions such as cash handling, currency
exchange, guest account settlement, and night audit. Proactively addressing guest needs, resolving issues, and upholding
a professional, service-focused environment.
• 10.2024 – 05.2025 Team Leader/ QC, Casino, NDA, Remotely
Responsibilities:
Supervised a team of 10 customer support agents, ensuring adherence to performance metrics and service level
agreements, monitored live and historical chat interactions, conducted regular quality audits and evaluations to maintain
high standards of customer service and operational accuracy, provided detailed feedback and one-on-ones, focusing on
continuous improvement and skills development, analyzed chat transcripts to identify trends, common issues, and
customer pain points, using insights to recommend operational enhancements, collaborated with training and onboarding
teams to develop and update knowledge bases, training manuals, escalating technical issues, player complaints, and
system malfunctions to the management, scheduled and managed daily workflows, shifts, and task delegation to optimize
team productivity and ensure adequate coverage, led team meetings and performance review.
• 06.2024 – 09.2025 VIP Manager, Casino, NDA, Remotely
Responsibilities:
Managing and building relationships with VIP players, providing personalized support and exclusive offers, ensuring
high engagement and player retention, resolving VIP queries and issues promptly, monitoring player activity to identify
trends and preferences, coordinating with internal teams to enhance the VIP experience.
• 10.2023 – 06.2024 Customer Support Agent, Casino, NDA Remotely
Responsibilities:
Communication via Live Chat - overseeing customer service operations, resolving regular and escalated issues, ensuring
customer satisfaction through prompt and helpful responses.
• 09.2022 – 09.2023 Housekeeping Supervisor, ship “MS Europa 2” Hapag Lloyd Cruises,
Germany
Responsibilities:
Coordinating and supervising the housekeeping staff, ensuring cleanliness and maintenance standards are met, managing
inventory and supplies, training new employees, handling guests’ inquiries or complaints related to housekeeping
services, eventual room service.
● 06.2021 – 07.2022 Senior Cabin Stewardess, ship “MS Europa 2” Hapag Lloyd Cruises, Germany
Responsibilities:
Daily cleaning of the suites according to the company’s standards, complete cleaning of the suits after disembarkation,
dealing with additional tasks (e.g. distributing guest laundry, delivery of food and drinks to the suite, compliance with
cleanliness, safety, environmental and hygiene guidelines (HACCP), careful handling of all work equipment and
facilities
● 06.2020 – 05.2021 Customer Support Manager, “Spark Sales” via Amazon, Ukraine/ USA
 Responsibilities:
Sales, communication with the buyers, process all customers’ inquiries regarding purchase, delivery, returns etc.
Claiming refunds from the suppliers. Working with negative feedbacks in order to make the customer remove them via
chats and phone calls.
● 12.2019 – 04.2020 Receptionist, ship “World Explorer”, Mystic Cruises, Portugal
Responsibilities:
Process all guests at embarkation/registration (check-in, collecting passports and other documents, issuing boarding
cards to each guest embarking), process guest credit-card vouchers for eventual settlement of their voyage Account,
cash handling, dealing with complaints, logging lost and found items, and handling all on board printing, etc.
Additionally conducting German lessons for the crewmembers.
● 06.2019 – 11.2019 Receptionist, ship “World Explorer”, Mystic Cruises, Portugal
Responsibilities:
Process all guests at embarkation/registration (check-in, collecting passports and other documents, issuing boarding
cards to each guest embarking), process guest credit-card vouchers for eventual settlement of their voyage Account,
dealing with complaints, logging lost and found items, and handling all on board printing etc.
● 11.2018 – 06.2019 Bartender, night club “Cursal”, Ukraine
Responsibilities:
Preparation of beverages, taking orders from the guests on the bar counter and from waiters.
● 05.2018 – 11.2018 Bar steward, ship “Mein Schiff 2”, TUI Cruises, Germany
Responsibilities:
Setting up bars, taking orders from the guests, service and eventual production of all bar drinks.
● 03.2017 – 05.2018 Receptionist, hotel “Feride Plaza 5*”, Vinnytsia, Ukraine
Responsibilities:
Checking in/out, providing all necessary information to the guests, supervision upon cabin maids, cash
handling, money exchange, settlement of guest’s account, night audit, etc.
● 10.2016 – 05.2017 Salesman, cosmetic shop “Orchid”, Vinnytsia, Ukraine
Responsibilities:
Helping customers to find items in the store, eventual providing customers with information about them, up sales,
cross-sales, keeping track of inventory.

Education:
● 2011-2015 Odesa National University, Philology (Bachelor degree)
● 2014 – Institute of Professional Technologies, Tourism (course)

Languages: Hard skills:
● English – fluent (C2) ● Microsoft Office (Word, Excel, Outlook)
● German – advanced (B2-C1) ● Fidelio
● Russian – mother tongue ● Polar
● Ukrainian – mother tongue ● MXP
Soft Skills: ● Typing skills (70 WPM)
● Time management ● Multi-line phone systems
● Ability to work under pressure ● Live Chat
● Creativity in solving problems ● Zendesk
● High commitment in teamwork ● Jira
● Attention to details Hobbies:
● Customer orientation ● Traveling
● Verbal and written communication ● Photography
● Conflict resolution