Резюме от 30 ноября 2016 PRO

Грицута Ольга Олексіївна

Area representative, manager (airlines, tourism, hospitality)

Полная занятость.

Дата рождения:
13 февраля 1971 (45 лет)
Город:
Киев


Контактная информация

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Опыт работы

Head of Functional Customer Support & Training Department

с 04.2013 по 03.2014 (11 месяцев)
Amadeus Ukraine, Kiev (IT - разработка ПО)

Developing and implementing customer service policies and procedures.
Directing the daily operations of functional support and help desk team; planning, prioritizing, performing and delegating work tasks to ensure proper functioning of the department.
Handling complex and escalating customer service issues, reviewing and tracking customer complaints.
Preparing regular customer service and satisfaction reports, department KPI reports; monitoring accuracy of reporting and data base information.
Analyzing relevant data to determine customer service outputs.
Coordinating and managing customer service projects and initiatives (onsite meetings, workshops, conference calls, road-shows, customer surveys).
Liaising with company management to support and implement growth strategies.
Training: identifying training and development needs for the customers, designing, evaluating and expanding training programs, considering the costs, performing trainings or managing the training processes performed by trainers, monitoring and reviewing the knowledge and progress of trainers.

Commercial Director

с 02.2012 по 04.2013 (1 год 2 месяца)
Business Aviation Center, Boryspil (Transport/Airlines/Business Aviation)

Commercial activities within the company. Development of regular passenger flights and charter programs. Creation and implementation of airline fares, rules and norms. Cooperation with partner airlines, GDSs, resource hosting companies, airport authorities, travel agencies and other service related partners. Marketing and advertising activities.

Area Manager for Ukraine. Head of Representative Office in Ukraine

с 01.2005 по 12.2009 (4 года 11 месяцев)
Air Baltic Corporation AS, Kiev (Transport/Aviation/Airlines)

Organization and maintenance of airline representative office's activities and sales functions in Ukraine including opening and development of the regional own and partner offices in Odessa, Dnepropetrovsk and Simferopol.
Monitoring, support and analyses of the agent sales and development of the agent network in Ukraine (over 200 sales agency agreements); close co-operation with tour operators to guaranty sales increase of the airline's products and popularization of the Baltic states as the tourist destination. Development of direct corporate clients' base and corporate sales promotion via travel agent network; negotiated corporate contracts and fares.
Regular analysis of the travel market, competitors' fares and campaigns; active participation in elaboration of airline's special fares for Ukrainian market.
General supervision and control over of the airline's flights to Ukrainian destinations including supervision of passenger and aircraft handling procedures.
Marketing activities, advertising and promotion of the airline in all possible ways; participation in travel exhibitions, business clubs meetings; close co-operation with embassies and government institutions; organization of FAM and press trips.
Representative office's daily financial and accounting procedures, bank and currency operations; preparation of regular reports to the head office and for local purposes; obtaining National Bank of Ukraine and customs licenses. Close co-operation with partner airlines, airport authorities, civil aviation administration, financial institutions, customs, funds and tax administration.

Area Manager for Ukraine. Head of Representative Office in Ukraine

с 10.2002 по 10.2004 (2 года)
Estonian Air, Kiev (Transport/Aviation/Airlines)

Responsible for organization and maintenance of effective airline's representative and sales functions in Ukraine.
Monitored, supported and analyzed agent sales and developed agent network in Ukraine.
Carried out marketing activities in the territory of Ukraine including advertising campaigns, co-operation with mass media. Organized FAM and Press trips.
Monitored and maintained cost budget for representative office; was responsible for all daily functions of a representative office in Ukraine; prepared Monthly sales reports and financial reports, carried out accounting functions in the representative office.
Kept close contacts with partner airlines and relations with local aviation, financial, administrative and other authorities.

General Director

с 09.2001 по 09.2002 (1 год)
Travel agency "Ariola Group" (TM Tickets World), Kiev (Travel Industry)

Created, developed, managed and maintained agency's policies, analyzed and controlled financial and production results, developed and managed marketing strategies and advertising campaigns.
Established business relations, negotiated terms and conditions, and concluded agreements with corporate clients.
Negotiated, concluded and followed-up agent agreements with the airlines.
Concluded sub-agent agreements. Maintained 25 agency agreements with airlines.
Directly managed the agency staff of 20 persons, conducted staff meetings, and developed job performance.
Carried out IATA accreditation of agency.

Sales Director

с 09.1998 по 08.2001 (2 года 11 месяцев)
Travel agency "Universal Flights Sales Agency", Kiev (Travel Industry)

Created, developed and maintained sales policies and procedures, advertising campaigns, analyzed results, developed marketing strategies and actions.
Established business relations, negotiated terms and conditions, and concluded agreements with corporate clients.
Maintained up to 100 corporate agreements and sub-agency agreements with smaller travel agencies.
Maintained 40 agency agreements with airlines.
Directly supervised, led and trained the agency sales staff of 45 persons from the head office and branch offices, conducted staff meetings, and developed job performance.

Supervisor (air transportation sales department)

с 01.1997 по 08.1998 (1 год 7 месяцев)
Travel agency 'Universal Flights Sales Agency", Kiev (Travel Industry)

Senior sales agent (air ticket sales department)

с 07.1995 по 12.1996 (1 год 5 месяцев)
Air Kiev, Kiev (Transport/Aviation/Airlines)

Sales and reservations agent

с 01.1995 по 06.1995 (5 месяцев)
Air Kiev, Kiev (Transport/Aviation/Airlines)


Образование

Kiev State Shevchenko Univercity

Foreign economic geography and international affairs, Kiev

Высшее, с 09.1988 по 06.1993 (4 года 9 месяцев)

Diploma with distinction


Дополнительное образование

  • Amadeus Customer Relation Management Course (2013)
  • Amadeus Selling Connect Platform for Trainers Course (2013)
  • Help Desk Course for Amadeus Commercial Organizations (2013)
  • IATA-UFTAA Instructor (Consultant course) (2007)
  • Crisis Communication Course for airline representatives(Riga, Latvia) (2007)
  • Time-management, effective sales and negotiation training(Riga, Latvia) (2007)
  • SABRE Global Distribution System course(Tallinn, Estonia) (2004)
  • IATA-UFTAA Instructor (Foundation course) (2003)
  • Amadeus Negotiated Fares Database Courses (2000)
  • IATA-UFTAA Marketing Course (1999)
  • Amadeus Ukraine Central System Course (1997)
  • IATA-UFTAA Advanced Course (1997)
  • IATA-UFTAA Standard Course (1996)

Профессиональные и другие навыки

  • Навыки работы с компьютером
    GDSs Amadeus, Gabriel, Sabre, SAS Resaid, Sirena
    MS Office, Internet Explorer - professional level

Знание языков

  • English — эксперт
  • Serbian — средний
  • Croation — средний

Дополнительная информация

- Experience at the positions of Head of Airline Representative Office and top manager in travel agency;
- Commercial activities and supervision of ground handling/ops within foreign airline's rep. office;
- B2B and B2C sales;
- Development of regional network;
- Co-operation with travel agent network and corporate customers;
- IATA UFTAA instructor's practices;
- Ready for business trips;
- Driving license.


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