***** * ****** **, ********, AZ *****

Cell: 1-703-***-**** E-mail: ad1yw4@r.postjobfree.com

EXPERIENCE

1. UPC Media, Chisinau, Moldova August 2020 – November 2021

Position: Compliance Agent, KYB

● Executed customer onboarding process for KYC & KYB based on regulatory guidance

● Verified business ownership & other identifiable information to protect against financial fraud

● Evaluated existing customers according to established company policies, procedures, & guides

● Confirmed information against data pulled from public archives & automated AML databases

● Investigated high risk customers & reported findings. Managed fraud & dispute cases regularly

● Obtained & reviewed all necessary incorporating documents to complete customers profiles

● Translated documents into English, Russian or Romanian language when necessary

● Maintained up to date knowledge on regulatory changes & how that impacted businesses

2. Mandarin Oriental, Jumeira, Dubai September 2019 – July 2020

Position: Guest Relations Manager

● Coordinated communication w/guests & staff. Followed up to ensure concerns were resolved

● Managed guest relations team of 6. Ensured compliance with standards & operating processes

● Provided personalized upscale guest service experiences for 66 VIP clients during their stay

● Responded to guests needs & anticipated unstated ones by understanding cultural differences

● Translated for English, Moldovan, Russian & Romanian speaking guest. Eased transition of international travel for hundreds of guest

● Enforced standards of Arabian Cultural Connection Program. Prepared guest f/stress free stay

● Promoted all hotel amenities, conveniences & programs offered. Upgraded services on request

● Analyzed customer feedback & provided strategic direction to continuously improve services

3. Jumerah Al Nasem Hotel, Dubai, UAE September 2016 – August 2019

Position: Guest Relations

● Greeted & provided five star service for more than 5,000 guest as they arrived & checked in

● Ensured special guests, like disabled people, elderly & VIPs received personalized experiences

● Primary translator for English, Moldovan, Russian & Romanian speaking guest

● Resolved guest complaints & concerns in a timely & efficient manner

● Maintained up-to-date information on room rates, current promotions & offered packages

5. Fast Auto Stop – Travel Platform, Chisinau, Moldova May 2015 – September 2016

Position: Co-Founder

● Spearheaded global promotion initiative. Secured 45 new customers in less than 60 days

● Participated in international debates concerning travel requirements.

● Served as primary translator during meetings. Translated 87 company documents

● Managed & coordinated workload & schedule for a team of 3

● *Winner of best speech during international travel agents conference

6. International Travel Agency, Chisinau, Moldova October 2013 – August 2016

Quality Assurance Agent

● Evaluated 16 agents work performance daily by listening to calls & providing feedback

● Prevented fraudulent activities with due diligence & comprehensive established protocols

● Investigated & followed up on 112 customer complaints & non-conformance issues

● Documented & prepared over 500 reports to communicate quality checks to leadership

● Trained & ensured team of 16 were prepared for their specific roles as travel agents

● Managed employee work flow. Ensured team of 4 understood performance targets & goals

● Developed, maintained & implemented company standards for inspection criteria

● Worked closely with developmental team to improve & expand upon existing products

EDUCATION

Bachelor in Modern Applied Languages, University of Bucharest, Romania, 2012

SPECIALIZED SKILLS / LANGUAGES SPOKEN

Moldovan – Native

English - Fluent

Romanian – Fluent

Russian – Fluent

French – Intermediate Level

Ukrainian – Intermediate Level

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