Anna

Anna Ansheles
Address: Palm Jumeirah, Dubai
Tel: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Summary:

An energetic, enthusiastic, and self-motivated individual with more than 10 years’ experience in
customer service. Proven ability to work under stress and team player with excellent interpersonal
skills gained through work experience and studies.

Career History:

Emirates Airline (Dubai, UAE) Aug.16 – Nov.20
Flight Attendant – Business Class

• Promoted to work in premium cabin after one and a half year of employment
• Delivered immaculate customer service to business class and VIP guests through the flight.
• Recognized and respected cultural differences of passengers and team members.

Emirates Airline (Dubai, UAE) Nov.14 – Aug.16
Flight Attendant – Economy Class

• Provided a safe environment for passengers and crew through safe work practices
• Exceeded customer expectations and provided unique, and memorable in-flight experiences
• Liaising with colleagues to ensure smooth running of the cabin
• Demonstrated a positive, approachable, and professional image at all times.
• Successfully dealt with difficult, high stress situations such as medical emergencies and disruptive
passengers
• Continuously exceeded in-flight duty-free sales targets

Emirates Airline (Dubai, UAE) Mar.13 – Nov.14
Sales and customer support supervisor

• Ensure that the queries raised are addressed and timely feedback is given to clients, and
highlighted any required corrective action to the sales team
• Creating database of potential customers to maintain long term business relationship.
• Providing recommendations on services provided by Emirates to higher management.
• Leading and coaching junior sales agents, monitoring their development activities and sales
targets
• Supporting travel agents on pricing and special fares

Emirates Airline (Dubai, UAE) Jun.11 – Mar.13
Sales and Service Agent
• Responsible for ticket sales ,upgrades and related services to premium segment customers (Gold
and Platinum members)
• Promoting other Emirates Airlines service offerings to increase revenue earnings
Tez-Tour Company (Kiev, Ukraine) Jan.09 – Jun.11
Senior Agent of Charter department

• Processed all type of reservations and enquiries, ensure that all travel reservations are
accurately handled and followed via both telephone and email communication
• Ensured customers are aware of the legal requirements covering their journey such as passport,
visa and health information.
• Responsible from monitoring competitor charter flights before the season starts and organize
charter program for the season accordingly.
• Prepared flight reports for airline companies (on monthly/weekly base).

COLIN’s Turkish Apparel Brand (Kiev, Ukraine), Sep.07 – Dec.08
Assistant of Regional Sales Director

• Closely monitored and analyzed sales volumes, market share trends and competitor activities
• Assisted in developing and executing retail marketing plans and promotional strategies
• Created monthly and quarterly sales reports for all 26 branches in Ukraine to define advertising
needs
• Planned and organized road shows, seminars, online marketing activities and fashion shows.
• Examined and reported status and results of marketing activities to team members and
management as needed.
• Translated assorted documents from Turkish to Russian such as company rules and regulations,
training material received from headquarters in Turkey

Skills:

• Driven to learn and apply new ideas and skills
• Able to adapt quickly to challenges and changing environments
• Ability to persuade, influence and negotiate effectively at all levels within and outside the
organisation
• Excellent communication and listening skills
• Good written and verbal presentation skills
• Computer Skills
o Proficiency in Word, Excel, Power Point and other Microsoft Office Applications
• Languages:
o Fluent in English, Turkish and Russian (Verbal and Written)
o Ukrainian (Mother tongue)

Academic History:

Kyiv National Linguistic University Sep.02-Jun.07
Bachelors and master’s degree in Turkish and English Languages
Studied on a full merit-based scholarship and graduated with honours degree

Courses:
English School of British Council, “Business English” (upper intermediate). Dubai International
Aviation and Business Academy. IATA/UFTAA Foundation in Travel and Tourism.
Emirates Learning and Development Center “Customer Experience and Above Training”
Beetroot Academy “QA manual course (software testing)”

References: Available on request