Резюме Customer Service

CORE COMPETENCIES

• Presentation Skills / Prospecting Skills;

• Coaching / Foster Team Work;

• Client relationships / Quality Focus;

• Motivation for Sales / Meeting Sales Goals;

• Customer Focus / Customer Service;

• Problem Solving / Results Driven;

• Developing Standards for Customer Service;

• Management Proficiency / Time Management;

PROFESSIONAL EXPERIENCE

[July, 2015 – TILL PRESENT] – “EMIRATES AIRLINES” DUBAI INTERNATIONAL AIRPORT, Dubai – UAE.

Position: VIP Airport Service Agent

• Providing support and assistance to the Airport Services Duty Supervisor & Airport Services Duty Officer while coordinating the activities of all appointed service partners;

• Providing the support to the Ground Handling Agent on any queries related to passport, visa, permits etc., obtaining prior approvals for VIP passengers for travelling (where applicable);

• Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations;

• Identifying and meeting the standard and special service requirements of the VIP passengers at the check-ins, transfer desks, special services and boarding gates by adhering to the set of service standards & procedures and making sure that the VIP passengers are handled in a friendly and efficient manner;

• Providing a proactive service to VIP passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding VIP passengers, staff passengers, helping families, identifying those with special needs and code share VIP passengers, so that they are directed to the relevant check-in counters and are handled efficiently;

• Initiating boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and heading count confirmation in order to assist the process for a safe and on time departure of flights;

• Monitoring and ensuring all records/databases are updated accurately.

[December, 2013 – June, 2015] – “RITZ – CARLTON ABU DHABI CANAL”, Abu Dhabi – UAE.
Position: Guest Relations Agent

• Met and greeted the guest in the lobby, provided the full information about the Hotel facilities and services, arranged hotel tours;

• Ensured the company standards were followed and guests were assisted promptly and efficiently;

• Utilized interpersonal and communication skills for leading, influencing, and encouraging others;

• Supporting Front Office team on peak hours by conducting “Check Ins” s and “Check outs";

• Developed departmental objectives, work schedules, budgets and policies;

• Solicited feedback through questionnaires for evaluation of guest satisfaction;

• Maintained seamless interaction with guests in order to obtain their preferences, anticipated to guests’ needs and took an action proactively to all their requests and requirements;

• Promoted positive guest relations at all times and built up the rapport with internal and external guests through a tailored-design recognition program for the team;

• Handled all reservation related enquiries and bookings;

• Entered individual and group booking into the Hotel reservation directory using Opera system;

• Handled all internal and external enquiries of facilities and services provided by the “Ritz Carlton” Hotel;

• Finalized room reservations and emailed the booking confirmation to customers;

• Processed daily reservation and maintained records’ data base of confirmed bookings;

• Handled and resolved customer complaints in a professional and timely manner;

• Familiar with all Front Office Opera functions including special packages, discounts, room types, all applicable coding, bedding type, location of rooms and safety features;

• Actively recommended and promoted to the guests the “Ritz Carlton” and “Marriott” Loyalty Membership Program;

• Guided and supervised all staff members to create a happy work environment at “Ritz Carlton” for the benefit of both staff and guests;

• Maintained high personal presentation standards that represented the “Ritz Carlton” Brand in general etc.

EDUCATION & CERTIFICATIONS

• [2008 – 2012] – PEOPLE’S UKRAINIAN ACADEMY, Kharkov – Ukraine.
  Qualification: Bachelor’s Degree in Interpretation & Translation

TRAININGS AND CERTIFICATIONS

• [September, 2012 – September, 2013] – “Le Meridien Al Aqah Beach Resort”, Fujairah – UAE;

• [June, 2011 – December, 2011] – “Lakopetra” Hotel, Patra – Greece;

• [May, 2010 – October, 2010] – “Papillon Zeugma Relaxury - Luxury Hotel”, Belek -Turkey.

LANGUAGES

• Ukrainian – Native;

• Russian – Fluent;

• English – Fluent;