Experience level:
Education level:
Languages:
Serbian - native language
Russian - Advanced
English - Upper Intermediate
I’m a 27-year-old ticketing expert, working with AirSerbia, Etihad Airways, and Emirates. Skilled in Customer Service, listening and offering best products to customers. I’m open to new opportunities and I’m eager to learn more about sales and digital marketing.
As I’m not using Russian actively for one year I would like to find a job where I can use the Russian language on regular basis, so that I can practice it all the time.
I like to learn new things, so it’s important for me that my future company provides a proper training for me in order to get the best version of me.
In my opinion Work-Life balance is important thing if you want to be satisfied and successfully complete every day tasks at work. 🙂
*PMT DOO, General Sales Agent for Emirates*
Customer Sales and Service Agent for Emirates:
1) determining clients’ needs and suggesting suitable fares and services
2) working in ResConnect GDS: issuance, reissuance, refund, additional services
3) assisting with Group requests
4) support for Travel Agents: explaining policy, solving complicated cases
5) newsletters: preparing and sending monthly newsletters about Emirates products and services, updates etc. using dotdigital;
6) analyzing effectiveness of newsletters; organizing giveaways
Feb 2024 – Present
*Dnata*
– Subject Matter Expert for Etihad Airways (July 2023 – Jan 2024):
1) support for all agents for technical queries and procedures
2) supporting implementation of new technology and work methods in order to sustain and improve ongoing work
3) clearing queues in a timely and efficient manner, ensuring standards are met
4) briefing agents on GDS/product/policy when required in order to improve call quality
5) handling supervisor duties: escalations, call investigations, waivers, call-backs in Russian and English
Russian Contact Center Agent for Etihad Airways (Feb 2022 – Jun 2023):
1) providing first call resolution for all referred customer enquiries and OBE through application of technical expertise in reservations and ticket issuance to protect revenue and deliver customer satisfaction
2) complying with set standards of customer service in order to ensure customer confidence, satisfaction and loyalty
3) working in Sabre and Amadeus system
4) handling calls both in Russian and English
5) won a FAM trip as a reward for great results and performance
Feb 2022 – Jan 2024
*AirSerbia*
Russian Contact Center Agent at Air Serbia:
1) providing first call resolution for all referred customer enquiries and OBE through application of technical expertise in reservations and ticket issuance to protect revenue and
deliver customer satisfaction
2) working in Sabre system
3) handling calls in Russian, English and Serbian
Jun 2021 – Jan 2022
*Gimnazija Lazarevac*
Substitute teacher in High School:
1) worked as a substitute teacher in High School in Lazarevac, Serbia
2) had a professional training in this school for three months
University of Belgrade,
Faculty of Philology,
M.A. Studies
Master of Arts: Russian Language, Literature and Culture
Oct 2020 – Sep 2022
University of Belgrade,
Faculty of Philology,
Undergraduate Studies
Bachelor of Arts: Russian Language, Literature, Culture
Oct 2016 – Sep 2020
Sales
Creativity and writing
Customer Service
Eager to learn new skills
Analytical thinking
MS Office and Computer skills
Teamwork
Communication
Negotiation
Problem-solving
Patience
Positivity