Yuliia

YULIIA SERBINA
E.mail [відкрити контакти](див. вище в блоці «контактна інформація»)
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EXPERIENCE
26.09.2019 –06.02.2026 Amadeus Ukraine Foreign Enterprise

Customer Support Analyst - Global Expert Team Travel Providers Support
Amadeus Customer Service Center, Eastern Europe
• Constant communication with stakeholders, service providers, implementation and development Team.
- Working with CRM system
• Troubleshooting and providing support for web services products.
• Deep knowledge of the Amadeus products, solutions and services.
• High levels of knowledge and extensive experience in Aviation and Hospitality industry.
• Negotiating and correspondence with service providers, R&D Business Unit and global engineering Community.
• Working with documentation on confluence and familiar with Jira,
• SDLC tools and Agile project.

26.12.2017 – 26.09.2019 – Amadeus Ukraine Foreign Enterprise
Customer Support Specialist

Amadeus Customer Service Center, Eastern Europe
◦ Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, technical application, interactions between different solution components).
◦ Acknowledge, investigate and recover incidents within service levels using knowledge solutions.
◦ Escalate incidents outside and follow-up.
◦ Provide Amadeus customers with updates on the status of problems.
◦ Suggest improvements to Knowledge Solutions database.

09.2013 - 12.2017 – LTD «Ukraine Handling Company LLC»
Regional sales manager

• Organization and implementation of sales in different booking systems: Amadeus, Galileo, Sabre.
• Preparation of a special offer for clients.
• Implementation of hotel reservations in Amadeus system.
• Reporting in the accounting system.
• Organization and implementation sales of package and individual tours.
05.2010 – 09.2013 - LTD «Ukraine Handling Company LLC»
Airline representative for passenger service at the airport
• Control over the check-in of passengers and baggage.
• Handling special categories of passengers (UM, PRM, DEPU, INAD).
• Handling aircraft before departure and after arrival.
• Monitoring and coordination of ground handling aircraft on the apron.
• Making and sending report, checklist, official documents of airlines.
• Control for receiving and sending correspondence.
• Scheduling aircraft alignment and filling “Loadsheet”.

EDUCATION
Higher education
09.2005 - 06.2010
The Flight Academy of Ukraine, Economics Department, major "Management foreign economic activity" speciality "Manager - economist ". Bachelor's degree. Diploma with honors.

Additional education
25.01.2010 - 25.04.2010 – English courses "Foreign Languages Centre» № 2833 19.06.2010 - Courses “Aviation security”. Certificate A№ 4833.
06.02.2012-11.02.2012- Courses “Airplane center-of-gravity position, “Loadsheet”. Certificate №153-032839. 26.10.2011-26.12.2011 – Driving Licence, category B. Certificate AAV №688244.
21.03.2014 - Advance courses "Sales Technology." Certificate.
18-12-2018 - Central Ticketing Course
04.05.2018- Amadeus Travel Preference Manager. Certificate.
05.09.2018 - 09.05.2018 - Amadeus Reservation and Ticketing Help Desk for ACOs. Certificate. 29.08.2018 - Amadeus Service Hub and Learning Centre. Certificate.
12.12.2018 - Amadeus TOMA.
28.03.2019 – 04.04.2019 - OTA USM Certification.
15.02.2019 - The International passenger tariffs and transportation documentation. 01.2019 – IATA Course. Certificate.
18.11.19 - English courses “English Prime”.
11.2019 – 12.2019 - Courses “Global Expert Team Travel Providers Support” (Hotels, Cruises, Cars, Transfers). 05.10.2019 – Margin Manager Course
27.03.2023 - Business Analysis Course. Certificate.

COMPUTING: PC SKILLS
Advance user: Microsoft Office Programs, OneView CX, Win@proach, Notepad++, ADS manager, E-voucher, Magicparser, Logspider, Tayrona, Kibana, Splunk, Site comporator, ATC, Dynamic Travel Documents, Offers, Selling Platform Connect, Profiles, Margin Manager, Jira, Confluence, SDLC.

LANGUAGES
English – fluency (writing and speaking) Ukrainian - native speaker
Russian – fluency French – beginner Turkish - beginner

PERSONALITY
Communication skills, commitment, responsibility, diligence, desire to improve in the professional field, the ability to learn quickly, ability to work in a team, organizational skills, ability to organize and rally people around to achieve a
common goal, excellent and proven sales, negotiation, presentation skill, interpersonal and people management skills, stress-resistant, active lifestyle.