Пожалуйста, войдите, чтобы скачать резюме.
Experience level:
More than 5 years
Education level:
Master
Languages:
Russian: Native
English: B2
I am a professional with a diverse background in customer service, aviation, and reputation management. My experience ranges from handling complex flight operations to managing international reviews for global brands, giving me a rare mix of technical discipline and people skills.
What really defines my work is a high level of diplomacy and the ability to stay calm under pressure. I work fluently in English (B2) and am now looking for new opportunities where I can use my experience.
Conflict Resolution: Personally resolve dissatisfied customer complaints,
consistently earning positive reviews for turning negative situations into
positive ones.
Reputation Management: Monitor the company’s social profiles. I respond
to negative reviews, lead negotiations with customers, and successfully
improve the overall brand rating.
Logistics Control: Coordinating with florists and couriers to guarantee ontime
delivery while maintaining high service standards through follow-ups.
Brand Protection: Writing professional yet “human” responses to serious
complaints, making sure the customer feels heard and cared for,
maintaining an empathetic and caring brand image.
Operations Support: Looked after facility management and kept daily
operations running smoothly.
Scheduling: Organized schedules and coordinated logistics to ensure
everything stayed on track.
Record Keeping: Managed necessary documentation and kept our
records organized and up to date.
Customer Liaison: Assisted in maintaining communication with
customers.
Handle High-Stakes Escalations: Personally resolve complex booking
issues, such as “no-show” disputes, overbookings, or emergency
relocations, ensuring the guest is never left without a solution.
Handling Refunds & Credits: Authorize and manage refunds, vouchers,
and compensation, balancing customer satisfaction with company
profitability.
Supplier Relations: Managed daily communication with hotels and
global suppliers to resolve booking disputes and enhance service
quality.
Flight planning: Managed every step of a flight’s lifecycle, from planning the
best routes to making sure everything was ready for departure and arrival.
Crew Briefing & Communication: Kept flight crews informed with briefings
and real-time updates.
Ground Support: Organized all necessary ground services, including
refueling, catering, and airport handling at locations worldwide.
Permits and Compliance: Handled the paperwork for international landing
and overflight permits, ensuring all flights met global aviation rules.
Pre-Flight Operations: Managed all preliminary arrival and departure
preparations, ensuring every flight was operationally ready and met strict
timing schedules.
Ground Service Coordination: Managed critical ground services, including
refueling, catering, and technical handling, to ensure seamless transitions
for air operators.
Airport and Airline Coordination: Acted as the link between airport
authorities and airlines to resolve operational issues and keep everything
running smoothly.
Operations Management
Operational Resilience
Aviation Software
Customer Service / Conflict
Resolution
Effective Communication
CRM Software
Advanced Technical Proficiency