Особисті дані приховані

ANASTASIIA B.
Position: Customer Support Specialist / Operations & Logistics Manager
WhatsApp: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)
Availability: Remote | Ready for UK/US time zones & Night Shifts

PROFESSIONAL SUMMARY
Result-driven Operations Manager and Customer Support Specialist with over 6 years
of international experience in high-volume, premium service environments (UAE,
Austria, Greece). Expert in managing logistics, coordinating cross-functional teams, and
resolving complex client crises in real-time (handling 500+ premium clients daily).
Possess a sharp analytical mindset, exceptional multitasking abilities, and fluent
professional English (C1). Proven track record of optimizing business processes,
reducing customer complaints, and driving efficiency without constant supervision.
CORE COMPETENCIES
Operations & Logistics: Workforce planning (rotas), supply chain coordination,
field/remote team management, KPI tracking, and standard operating procedures
(SOPs) development.
Customer Support & Crisis Management: Advanced conflict resolution (Service
Recovery Protocols), VIP relations, high-pressure problem solving, and b2b client
communications.
Systems & Software: CRM & POS analytics (R-Keeper, Omega, cloud-based POS
platforms), MS Excel, and Stock Auditing.
Languages: English (Fluent / C1, daily active use with native speakers), German
(Intermediate / B1, specialized in customer care), Ukrainian (Native).

PROFESSIONAL EXPERIENCE
Operations & Team Lead (Senior Coordinator)
Nikki Beach Club & Restaurant | Dubai, UAE
October 2024 – Present
Oversee and coordinate daily operations and logistics for a premium high-volume venue
during major international events (e.g., International Boat Show, Dubai Yacht Club) with
500+ VIP guests daily.
Manage, schedule (rotas), and cross-train a multicultural team of 15+ members,
ensuring seamless 24/7 coverage and continuity during peak periods.
Drive business process optimization: negotiated contracts with global distributors and
suppliers, reducing procurement costs by 15%.
Developed a seasonal strategy that boosted overall department revenue by 22%.

Operations & Guest Relations Manager
Premium Hospitality & Service Sector | Stubenberg, Austria
April 2024 – September 2024
Supervised day-to-day site operations, ensuring compliance with strict European quality
and service standards.

Analyzed systemic flaws in client feedback loop; designed and implemented new
Service Recovery Protocols and checklists, reducing customer complaints by 35%.
Owned vendor management and localized supply lines, achieving a 10% reduction in
cost of goods sold (CoGS) while maintaining premium quality.
Customer Support Specialist / Team Lead
International Service & Hospitality Contracts | Greece / Bahrain
April 2022 – April 2024
Worked on the front line of international customer support, resolving logistics, booking,
and organizational issues under tight deadlines.
Managed client accounts, tracked order statuses in CRM systems, generated weekly
performance reports, and coordinated internal teams to meet strict service KPIs.

EDUCATION & CERTIFICATES
IBA (International Bartenders Association) Certificate – Certified Management &
Operational Standards (2021).
Bachelor of Graphic Arts (Communication Design) | King Danylo University, Ukraine
(2016 – 2020).