| Date of Birth: ************ | Phone: Show contacts |
City: Kyiv, Ukraine | Email: *************************** |
Marital status: Single | |
Objective: To obtain a position where my administrative skills, organizational abilities, customer-service and problem solving experience can be fully utilized to enable me to make a positive contribution to the company and help it to achieve the corporate goals. |
Work Experience | |
June ******************* | Mitsis Laguna Resort and Spa, Crete, Greece Guest Relations Manager Key responsibilities: Welcoming guests in a friendly and professional way, make a great first impression Providing exceptional service to guests, ensuring guests have a pleasant experience Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction Informing guests regarding hotel facilities, programs and other services Actively listen and resolve guests’ complaints effectively, escalating customer complaints if needed Arranging a la carte restaurant reservations Taking care of VIP guests and guests with special needs Reviewing guest feedback, whether at the hotel or online, and implementing methods for improvement Establish friendly relationships with regular hotel clients Promoting registration to the hotel loyalty program and further assistance with inquiries regarding membership
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October *************** | VIVA Clinic, Kyiv Customer Support Agent Key responsibilities:Receiving incoming calls (Ukrainian, Russian, English); making appointment for medical procedures, examinations and doctor’s consultations; Providing qualified consultations concerning available medical procedures via phone and email, working with complains; Recording user requests, adding key information to the patient's profile, making schedules for doctors;; Create the friendliest and warmest possible atmosphere for the client, resolve issues here and now; Comply with quality communication requirements and KPIs
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September ******************** | LLC "Tourism company "My Travel", KyivTourism managerKey responsibilities:Sales of tourism products Consulting clients by phone and in the office Selection and booking of tours Conclusion of an agreements with tourists Management, control and support of applications Booking tickets, insurance Providing monthly sales reports
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December ***************** | LLC "North Podil", Regus Business Center, Kyiv Receptionist, Office Manager Key responsibilities: Client full secretarial support (incoming calls, incoming and outgoing correspondence distribution) Business centre full housekeeping on daily basis due to Regus standards Billing procedure (clients charging, invoices raising, payments control, etc) Business meeting and trips organization (meeting room preparation, coffee breaks, hotels, taxi bookings etc) Clients bad debt control Clients Move-in/out procedures (office set up, IT/Telecom set up, documentation control) Proactive Meeting room up-selling Active sales of Regus products and services to clients
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September ******************** | Dubai Work, Recruitment Agency, Kyiv HR Coordinating Manager Key responsibilities: Interviewing and assessing prospective applicants and matching them with vacancies at client companies. Briefing the candidate about the responsibilities, salary and benefits of the job in question Preparing CVs and correspondence to forward to clients regarding suitable applicants Organising interviews for candidates as requested by the client Informing candidates about the results of their interviews Finalising arrangements between client and candidates and preparing documents required for employment
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February 2017 - June 2017 | PE "USN", Visa Application Centre, Tourism, Kyiv Senior Manager in VIP department Key responsibilities: Maintaining agenda and arranging appointments Organising and servicing meetings Managing reception and greeting clients Counseling of VIP clients of the company in person and by phone Admission and check of VIP clients' documents as per requirements
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August 2013 - February 2017 | PE "USN", Visa Application Centre, Tourism, Kyiv Senior Manager Key responsibilities: Substitution of the head of department in his absence, department management Communication with problem customers and conflict resolution Producing daily reports Training and counseling of the managers of the first and second category according to the workflow Business correspondence with customers Admission documents from the applicants
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June 2012 - August 2013 | LLC "RNT-Ukraine", Visa Application Centre, Tourism, Kyiv Manager Key responsibilities: Admission of documents from the applicants Data entry as per requirements of the Embassy Providing required information to the customers by phone or in person Monitoring the work of call-centre and courier service
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Education: | |
2008 - 2012 | Kyiv National Economic University (graduated with high honors) Faculty: Credit and Economic Faculty Specialty: Banking Qualification: Master of Banking Management |
Additional Skills: | |
Languages: | Ukrainian — native Russian — fluent English — Upper-Intermediate German — basic |
Computer skills: | Windows, Microsoft Office (Word, Excel, Power Point, Outlook), Protel |
Personal skills: | Customer-oriented and responsible attitude , result-orientedness, ability to multi-task, stress resistance, sociability, fast educability, ability to work both independently and within a team environment |
