Валерія

Valeriia PERSONAL P ROFILE

Ponomarenko A responsible, enthusiastic, reliable, and self-motivated individual with the
ability to complete a wide variety of tasks to a very high standard and to
deadline. Well-mannered, approachable, and friendly with excellent
interpersonal skills, making time to listen to others and always displays a
v a l e r i e p n m r n k @ g m a i l . c om client focused approach throughout customer interactions. Focused, with a
passion to succeed. Particularly adept at providing unparalleled customer
[відкрити контакти](див. вище в блоці «контактна інформація») service, with the ability to speak several languages at an advanced level. A
very strong work ethic and professional manner, with an eagerness to
develop. Seeking an exciting new role, to utilise existing attributes and
further develop skills.
KE Y S K I L LS A N D A T T R I B U T E S
EMPLOYM ENT HISTORY
Communication
Operations Support Assistant
 A strong communicator, able to quickly build
rapport with clients and colleagues and put DW Windows Ltd | Wolverhampton, the UK – June 2022 - Present
people at ease.
 Masters degree educated in English, Philology  Support the Operations Manager with scheduling and coordinating
and Translation, with the ability to speak installations and after-sales service calls.
English, Russian and Ukrainian.  Liaise with installers, service engineers, and warehouse staff to ensure
 Able to communicate with diverse groups of smooth operations and timely deliveries.
people, fostering good working relationships.  Manage product orders from suppliers and ensure stock readiness for
each job.
Customer Service  Help maintain clear, accurate job instructions and foster a strong,
service-oriented team environment.
 Proven experience of managing customer
queries professionally.
 An eager problem solver, able to resolve Reservation Manager
complaints and find a positive resolution.
 Experience in both customer-facing and Home Hotel | Kyiv, Ukraine | March 2018 – February 2022
remote delivery, providing customer support  Completion of general admin, customer records and internal
through calls and digital means. system processes.
Teamwork and Leadership  Set up files for each booking and reservation.
 Liaise with customers, answering queries.
 Proven teamwork experience, supporting  Send letters to customers regarding different queries or requests,
colleagues across the organisation. making use of translation skills to correspond in English.
 Experienced in representing organisations in  Handle any issues that arose, including complaint handling.
customer facing roles & at events.  Liaise with AirBnB support team regularly in English.
 Manage payments for reservations, both online and cash and card.
Organisation  Performing accurate data entry and keeping confidential records.
 Welcoming guests into the agency and making them feel confident in
 Performs well under pressure. Consistently
our services.
meeting targets and deadlines.
 Effective client management to ensure all Private English Tutor
clients are kept updated regularly and all
Self-employed | Simferopol and Kyiv | March 2014
requests/processes are actioned.
 Experienced in prioritising work to manage  Preparing students for National Ukrainian state exams.
conflicting demands, providing a positive  Produce lesson plans for different abilities.
customer experience.  Advertising tutoring service on education platforms.
 Produce learning materials suitable for different ages and abilities
ED U C A T I O N A N D T R A I N IN G in English, including worksheets, presentations and other media.
Taurida National University, Simferopol | 2016  Conduct lessons on a 1-2-1 basis or with small groups in
Master’s degree in English, Philology and education environments and online using Zoom.
Translation.  Setting of homework for students to encourage their learning and
ability in English and providing feedback weekly.
Taurida National University, Simferopol | 2014  Provide regular constructive feedback to students and support where
needed during lessons both in a group and 1-2-1.
Batchelor’s degree in English, Philology and  Liaising with the parents and guardians of the student at parent evenings
Translation. or meetings.
 Disciplining children when needed and handling any confrontational
Novoandriivska School | 2010 behaviours.
High school diploma achieved, covering 
Mathematics, Ukrainian Literature, English, English Teacher
Chemistry, Physics, Biology, History, Geography Biomedical Lyceum School | Simferopol, Crimea | Sept 2017 – May 2018
and IT.
 Produce lesson plans for children aged 12-16.
AD D I T I O N AL T R AI N IN G  Produce learning materials suitable for different ages and abilities
CO M P L E T E D in English, including worksheets, presentations and other media.
 Conduct lessons for classes of 25+ students.
Computer Operator Certificate in Graphic Design.  Setting of homework for students to encourage their learning and
Certificate of TESOL: Ukraine International ability in English and providing feedback weekly.
Conference. 
Certificate of Study Tours to Poland Supervisory Senior Administrator
Certificate of the Internship at the British Council
Customer Service Skills Hotel Tihaya Gavan (Peaceful Harbour) | Crimea | June 2016 – October 2016
Data protection  Completion of general admin, customer records and internal system
Equality and Diversity processes.
Health and Safety in the Workplace  Taken bookings and reservations.
 Liaise with customers, answering queries.
REFERENCES  Send letters and emails to customers regarding different queries or
requests, making use of translation skills to correspond in Russian.
Available upon request.  Handle any issues that arose, including complaint handling.
 Supervising a small team of administrators, including appraisals, absence
management and performance management.
 Manage payments for reservations, both online and cash and card.
 Performing accurate data entry and keeping confidential records.
 Welcoming guests into the hotel and ensuring they had a pleasant stay.
 Organise additional customer requests including meal reservations,
organising excursions and hotel transfers.
 Assisting with the organisation of parties, anniversary dinners and other
events.
English Translator
Simferopol Council | Alushta, Crimea | February 2014 – March 2014
 Act as a verbal translator for an important visitor to Simferopol, .
 Attendance at meetings with hotel CEOs and translating for a hospitality
specialist, encouraging hospitality growth & cohesion in Alushta.
 Acting as an Ambassador for SimferopolCouncil and providing an
excellent service.