Юлія

Юлія Велесова
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Customer Support |Service Manager| Reservation Manager | HR Support Specialist

PROFESSIONAL SUMMARY
Customer Support & Operations Specialist with proven experience in reservation management, international ticketing platforms, and HR coordination processes.
Skilled in managing end-to-end booking operations, handling high-volume customer communication, and maintaining accurate CRM workflows. Demonstrated ability to resolve complex issues efficiently while ensuring a high level of customer satisfaction.
Experienced in cross-functional collaboration, supporting recruitment processes, and improving operational workflows. Known for strong organizational skills, attention to detail, and the ability to perform effectively in fast-paced environments.

CORE COMPETENCIES
• Customer Support (Email, Chat, Phone)
• Booking & Reservation Management
• CRM Systems & Data Accuracy
• Ticketing & Travel Operations
• HR Coordination & Candidate Communication
• Issue Resolution & Escalation Handling
• Process & Workflow Optimization
• Partner & Client Relationship Management

WORK EXPERIENCE
HotelSwaps Ltd — Member Services Manager
Jun 2025-2026
• Managed daily customer support and booking operations for a hotel exchange platform
• Handled full reservation cycle: bookings, modifications, cancellations
• Maintained accurate CRM data and ensured system consistency
• Onboarded hotel partners and managed property listings
• Coordinated with partners to resolve booking and service-related issues
• Identified operational gaps and suggested workflow improvements
• Supported administrative processes, reporting, and content updates

Yourticketnet — Customer Support Representative
Aug 2024 – Apr 2026
• Delivered customer support for an international ticketing platform (email, chat, phone)
• Assisted clients with ticket purchases, delivery timelines, and event-related inquiries
• Maintained 90%+ customer satisfaction rate
• Managed post-sale processes including confirmations and delivery coordination
• Resolved complex customer issues in a timely and professional manner
• Collaborated with internal teams to ensure seamless order fulfillment

DoorDash — Customer Support Specialist
Jan 2023 – Aug 2024
• Provided real-time support to customers, couriers, and merchants
• Resolved order, delivery, and account-related issues under time pressure
• Processed refunds and handled urgent escalation cases
• Consistently met and exceeded performance KPIs
• Contributed to improving internal support knowledge base

TOOLS & SYSTEMS
• CRM Systems
• Ticketing & Booking Platforms
• Google Workspace
• Customer Support Tools (chat/email systems)

LANGUAGES
• English — Upper-Intermediate / Advanced
• Ukrainian — Native

ADDITIONAL EXPERIENCE
HR Coordination & Communication
• Supported recruitment workflows and candidate communication
• Coordinated information flow between candidates and internal teams
• Assisted in organizing hiring processes and maintaining structured communication

ABOUT ME
Highly organized and detail-oriented professional with a strong background in customer support, booking operations, and HR coordination.
I combine a customer-focused mindset with operational efficiency, ensuring smooth processes and high-quality service delivery. I am proactive in identifying areas for improvement and implementing practical solutions that enhance both customer experience and internal workflows.