Svitlana

Svitlana Sholokhova
Customer support, Reservation Agent
Confident, outstanding, self-motivated, and problem solving. Smoothly manages correspondence, emails, and guest inquiries to support the team's efficiency. Reliable under pressure in a high-tempo environment.

Mobile: [открыть контакты](см. выше в блоке «контактная информация»)
E-mail: [открыть контакты](см. выше в блоке «контактная информация»)
Education/Certifications
ECOMOMY AND TRADE INTERNATIONAL UNIVERSITY OF UKRAINE, 2005-2010, DONETSK, SPECIALIST in FINANCE
CERTIFICATE IN ENGLISH LANGUAGE DYNAMICS COURSE „ENGLISH AS A SECOND LANGUAGE” in MICHAEL GOTT INTERNATIONAL SCHOOL, KIEV 0402-2016
MS WORD, MS EXEL, MS OUTLOOK, POWERPOINT, ADVANCED USER
Lingual Ability
Multilingual: English (Fluent), Polish (Intermediate), Ukrainian (Native), Russian (Fluent), Turkish (Intermediate), Dutch (Intermediate).
Experience
VIDA XL - NEDERLANDS / EU BRAND / ONLINE OUTSOURCE PROJECT
FURNITURE for HOME & LIFE
Customer Support Specialist – 2024 – 2025
Provided technical support through phone, email, and online platforms. Assisted customers with inquiries related to sales, order placement, delivery tracking, and account issues. Used support tools such as Outlook, Zendesk, Shopify, Slack, Zowie, and Jira to manage and resolve customer tickets efficiently. Handled high volumes of support tickets with a strong focus on productivity and customer satisfaction. Managed refunds, returns, order cancellations, and escalated cases related to product quality issues. Created clear documentation and reported common customer issues for product improvement. Ensured fast and accurate resolutions by collaborating with cross-functional teams. Delivered excellent service in both one-on-one customer interactions and mass communications.
Key Skills:
Customer Service | Technical Support | E-commerce | CRM Tools | Fast Ticket Resolution | Returns & Refunds | Quality Issue Reporting | Order Management | Remote & On-site Support

RIXOS GULF HOTEL DOHA
Rooms and Restaurant Reservation Agent 2023– 2024

Pre-opening experience, successful FIFA experience, hosting and assisting VIP guests, famous football teams, music festival planners, international sports comities, etc. Achieving targets in upselling 7 F&B outlets and same time coordinating upcoming room reservation inquiries. Promoting Hotel Stay all Inclusive packages, Day Pass packages, assisting with Cabanas and VIP Chalet reservation inquiries.
Coordination and upselling other hotel facilities, such as Rixy Kids Club, SPA and recreation, Exclusive Sport Club activities. Capturing all the information in detail and organizing a database. Providing the guests with exceptional customer service following the brand standards. Effectively and professionally managing all reservation inquiries. Answering phone calls and attending to guests’ requests to book rooms or events at the hotel. Check the internal booking system and make the booking for the guests according to their main requirements. Obtaining payment information and running credit/debit card payments. Assisting guests with hotel transfers for groups and individuals. Sending and receiving emails with room rate offers and booking confirmations. Receiving and managing booking inquiries via online systems: Booking.com, Expedia.com, and Agoda.com. Managing booking schedules and following up on actual prices and available discounts up to the booking date.

MARRIOTT MARQUIS DOHA CITY CENTER 2020 – 2023
F&B Sales and Reservation Agent

Serving guests needs by coordinating all F&B inquiries. Booking and upselling 9 F&B outlets of the Hotel. Capturing all details from incoming calls and coordinating each reservation to ensure the guest's satisfaction. Receiving and recording guests' reservations whether in person, via phone or online reservation system and assigning tables according to customer's request and automated system recommendations. Speaking with guests to ensure satisfaction with food, service, and the booking itself. Inspecting and setting up Reservation area prior to daily service and at end of night for following day. Assisting servers and other FOH staff with preps for menus, posters, tags & other requirements. Performing any other duties as assigned by Management.

POLISH LOGISTICS COMPANY “COLTRANS”
COMMUNICATION MANAGER / PROJEKT ‘SAMSUNG’ 2017- 2019

As a logistic coordinator of the project, I was responsible for organizing the dispatch and delivery of any SAMSUNG company goods. I connected closely with the head office in Poland and other managers in the supply chain process to ensure the management and delivery of stock runs efficiently and is well coordinated. My daily tasks were to manage the supply chain and ensure the movement of goods, services, and information was done with maximum efficiency for business. Coordinate the handling, packaging, and storage of any delivering goods according to the standards of SAMSUNG company. Manage the planning and execution of the receipts and other delivery documentation. On behalf of it, also, to strengthen and develop the company's bond with old and new suppliers and potential clients

CORE SKILLS
• Customer Engagement & Sales Growth
• Conflict Resolution & Decision Making
• Time Management & Initiative
• Office Equipment Proficiency
• Multilingual: English (Fluent), Polish (Intermediate), Ukrainian (Native), Russian (Fluent), Turkish (Intermediate), Dutch (Intermediate).
• Microsoft Office Suite: Word, Excel, Outlook, PowerPoint (Advanced)