Вікторія

Viktoriia Demchyshyna

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Visa Status: Employment (Transferable)
Nationality: Ukrainian
Driving License: UAE

PROFESSIONAL SUMMARY

Experienced professional with a strong background in customer service, airport operations, and administrative support.
Proven track record in delivering exceptional service and ensuring smooth operations in fast-paced environments.
Skilled in check-in procedures, boarding coordination, and baggage handling, ensuring efficient and seamless travel
experiences for passengers. Adept at resolving passenger inquiries and complaints, maintaining a high level of customer
satisfaction. Experienced in maintaining accurate records, conducting security checks, and adhering to airport protocols
to ensure passenger safety. Additionally, proficient in front office operations, including reservation management,
payment processing, and guest relations. Effective in providing administrative support, managing calendars,
coordinating travel arrangements, and organizing documents. Strong attention to detail, excellent communication skills,
and a proactive approach to problem-solving. Seeking a challenging role to leverage my diverse skill set and contribute
to organizational success in a dynamic environment.

CORE COMPETENCIES

 Customer Service  Security Checks  Filing Systems
 Check-in Procedures  Airport Protocols  Travel Arrangements
 Boarding Coordination  Training Programs  Expense Management
 Baggage Handling  Front Office Operations  Recruitment Assistance
 Mishandled Baggage  Reservation Management  Event Organization
 Service Recovery  Phone Etiquette  Confidentiality Management
 Grooming Standards  Payment Processing  Research and Data Gathering
 Travel Documentation  Concierge Services  Office Supply Management
 Special Needs Assistance  Guest Relations  Budget Monitoring
 Complaint Resolution  Administrative Support  Calendar Management
 Team Collaboration  Scheduling and Coordination  Travel Coordination
 Record Keeping  Document Preparation  Budget Monitoring

PROFESSIONAL EXPERIENCE

[September 2015 – TILL PRESENT] – “Emirates Airlines”, Dubai - UAE.
Position: Senior Airport Services Agent

 Providing exceptional passenger service for Emirates, FlyDubai, and United Airlines, ensuring a seamless and
delightful travel experience.
 Providing quality service to EK and Code share passengers in respect to check-in, boarding, and baggage services as
per company's commercial and safety standards and procedures, ensuring consistent and efficient handling of all
passengers and their baggage.
 Raising mishandled baggage files, conducting primary baggage tracing in the World Tracer System, and processing
and finalizing claims (for EK passengers) to provide a quality service to passengers whose baggage has been
mishandled, ensuring their confidence is restored and their inconvenience is minimized through efficient service
recovery.
 Maintaining Emirates' professional image by adhering to all applicable corporate grooming guidelines.
 Assisting passengers with check-in procedures, ensuring accurate and efficient processing of travel documents and
verification of passenger information.
 Facilitating the boarding process by coordinating with relevant departments and ensuring timely and smooth
boarding for passengers.
 Providing assistance and support to passengers with special needs, including elderly passengers, unaccompanied
minors, and passengers with disabilities.
 Resolving passenger inquiries, concerns, and complaints promptly and effectively, ensuring a high level of customer
satisfaction.
 Collaborating with other team members and departments to ensure seamless operations and effective
communication within the airport services team.
 Updating and maintaining accurate records of passenger information, flight details, and baggage handling activities
in the designated systems.
 Conducting thorough security checks and adhering to all airport security protocols to ensure the safety and well-
being of passengers and their belongings.
 Participating in training programs and workshops to enhance knowledge and skills in airport services and customer
service.

[July 2014 – March 2015] – “Boutique 7” Hotel & Suite, Dubai - UAE.
Position: Front Office Receptionist

 Provided excellent customer service by greeting guests, assisting with check-in and check-out procedures, and
addressing any inquiries or concerns.
 Managed reservations and room assignments, ensuring accurate and timely updates in the hotel's booking system.
 Handled phone calls, emails, and in-person requests, promptly and professionally.
 Processed payments and invoices, ensuring accuracy and compliance with hotel policies.
 Assisted with concierge services, including providing information about local attractions, transportation options,
and dining recommendations.
 Maintained a clean and organized front desk area, ensuring a welcoming atmosphere for guests.
 Collaborated with housekeeping and maintenance staff to address guest requests and resolve any issues or
maintenance concerns.
 Prepared daily reports and documentation, including occupancy reports, guest requests, and incident reports.
 Followed established procedures for handling cash, credit cards, and other forms of payment, while maintaining
strict security measures.
 Assisted with administrative tasks, such as filing, data entry, and maintaining guest records.

[September 2012 – June 2014] – “Best Park” Recreational Complex, Ukraine.
Position: Personal and Administration Assistant

 Assisted the management team with administrative tasks, including scheduling appointments, coordinating
meetings, and managing calendars.
 Prepared and organized documents, reports, and presentations for internal and external use.
 Handled correspondence, including emails, letters, and phone calls, and directed them to the appropriate
individuals.
 Managed filing systems, both physical and electronic, ensuring efficient organization and easy retrieval of
information.
 Coordinated travel arrangements for staff members, including booking flights, accommodations, and
transportation.
 Prepared expense reports and reconciled receipts to ensure accurate and timely reimbursement.
 Assisted in the recruitment and hiring process, including posting job advertisements, screening resumes, and
scheduling interviews.
 Maintained employee records, including personnel files, attendance records, and performance evaluations.
 Assisted in organizing company events, such as conferences, team-building activities, and staff meetings.
 Handled confidential and sensitive information with discretion and maintained a high level of professionalism.
 Conducted research and gathered data to support various projects and initiatives.
 Provided general administrative support, such as ordering office supplies, maintaining office equipment, and
coordinating maintenance and repairs.
 Assisted in preparing and monitoring budgets and expenses, ensuring adherence to financial guidelines.
 Supported the management team in any other tasks and projects as assigned.

EDUCATION

 [2012] – The South Ukrainian National Pedagogical University, Ukraine;
Qualification: Master’s Degree in Philology – The Teacher of English and German Languages.

LANGUAGES

 Ukrainian – Native;  Russian – Fluent;
 English – Fluent;  German – Fluent.