Customer Service Representative
Resume:
Olha Dorokhina
SUMMARY & OBJECTIVE
University graduate in Foreign Languages Teaching, highly profes- sional, adaptable & enthusiastic Customer Service Executive pos- sessing a track record of achievements, result driven and able to use initiative to develop effective solutions, having dynamic approach to work, with experience in Hospitality, Fashion Retail & Sales. Looking for a position of SALES EXECUTIVE with a leading compa- ny in the industry, promoting a culture of recognizing people who de- liver, and looking to recruit talented and ambitious individuals. PERSONAL
E: *************@*****.***
POB: Ukraine
DOB: 14th Dec, 1985
AREAS OF EXPERTISE
Customer Service
Hospitality
Administration
Sales
Fashion Retail
Research & Analytics
PROFESSIONAL EXPERIENCE
Four Seasons Resort Dubai at Jumeirah Beach - Dubai, UAE International luxury hospitality company headquartered in Canada, operating over 100 hotels worldwide
SPA & Wellness Center COORDINATOR - Nov, 2015 - Present Assisting the manager in daily operations and providing personalized service to guests and members of SPA and Wellness Center, Gents and Female Sa- lons, selling luxury beauty & skin-care products.
KEY ACHIEVEMENTS :
Demonstrated an excellent customer service obtaining high annual appraisal points from the management.
Increased spa retail revenue by exceeding monthly sales targets.
Been promoted to Designated Trainer.
Implemented an Employee Training and Development Program. DUTIES & RESPONSIBILITES :
Assist in the day-to-day Spa and Wellness Centre operations: wel- coming guests, managing online and phone reservations, dealing with mail correspondence, proceeding all types of payment.
Manage busy schedule of spa treatments, PT sessions, group ex- ercise classes, ladies and gents salons appointments.
Demonstrate sincere customer focus and true appreciation for the guest experience.
Analyze and interpret guests needs and offer appropriate options, so- lutions and resolutions.
Ensure all areas of the spa are kept clean and well maintained at all times.
Perform a regular inventory of Spa Retail products.
Recommend and sale beauty and skin-care products according to the guest needs, achieving monthly sales targets.
Introduce and sale Spa Membership programs.
Responsible for the training of new team members to enhance cus- tomer service and increase profits through suggestive selling.
Analyze training needs to develop new training programs or modi- fy and improve existing programs.
KEY SKILLS
Easy adaptable
Flexible
Highly organized
Proactive
Goal oriented
With excellent communi-
cation skills
Able to multitask
Enthusiastic
COMPUTER SKILLS
Opera Hotel Software
advanced user
POS for Retail ad-
vanced user
Book4Time, Fidelio
Reservation Systems
advanced user
2
EDUCATION
Specialist Diploma (M.A. An-
alogue) from
South Ukrainian National
Pedagogical University n.a.
Ushynsky K.D.
Major: Foreign Languages
Ukraine 2008
Ark Palace Hotel - Odessa, Ukraine
4* Hotel located in the most prestigious area of the Black Sea coast of- fering full range of European standard services and exquisite dining RESERVATIONS & SALES EXECUTIVE Apr, 2012 – Nov, 2015 Assisting customers booking hotel rooms & other services KEY ACHIEVEMENTS :
Increased sales numbers through establishing good relations with regular guests & their referrals.
Took ownership & received excellent results resolving issues & com- plaints.
100% customer satisfaction.
DUTIES & RESPONSIBILITIES :
Register and process guests and their assigned rooms.
Manage online and phone reservations, deal with all mail corre- spondence.
Sale / up sale hotel services.
Handle all types of payments.
Accommodate guests’ requests, inquiries and issues.
Take customers’ inquiries and successfully convert them into sales.
Liaise with other departments ensuring that guests received the best service.
Prepare various reports by collecting & analyzing customers infor- mation.
Develop and maintain positive working relationships with others and support team to reach common goals.
Guess Boutique Store - Odessa, Ukraine
Clothing Store offering the latest fashion-forward trends in clothing and accessories for men and women
SALES ASSOCIATE Sept, 2007 – Aug, 2012
Providing excellent customer service and achieving department’s sales goals
KEY ACHIEVEMENTS :
Always reached & exceeded sales targets through up-sales.
Received a lot of happy customers feedbacks.
Successfully resolved customers complaints.
Developed own database of loyal clients establishing friendly con- nections & updating clients on new arrivals & offers. DUTIES & RESPONSIBILITES :
Ensure high level of customer satisfaction through excellent sales service.
Assess customers’ needs and provide assistance and information on product features.
Follow and achieve department’s sales goals on a monthly, quarterly and yearly basis.
Maintain in-stock and presentable condition assigned areas.
Process POS (point of sale) purchases.
Handle returns of merchandise.
Comply with inventory control procedures.
PROFESSIONAL TRAINING :
Sodashi, Biologique Recherche, Natura Bisse, Dr Burgener, Bel- labaci, Montroi, Neom Organics, Knesko Skin Care, Coola cosmetic brands and Aliel & Daisy London Jewelry Retail Trainings - 2016-2018.
Upsell Techniques Training - 2016.
Forbes Standards of Customer Service Training by Eduardo Duran.
LQA Standards of Customer Service Training - 2017.
Code of Business Ethics Training - 2017.
Code of Business Conduct Training - 2017.
Upsell Training by Kate Buhler - 2017.
Jolt of Engagement Training by MRT Consultants—2019. TRAINING & CERTIFICATES
Certified—Designated Em-
ployer Representative Train-
er (C—DERT)
By Four Seasons Dubai, 2019
English Language Course
from Odessa Language Study
Centre- Ukraine, 2015
HOBBIES & INTERESTS
Healthy lifestyle
Reading
Traveling
Olha Dorokhina
Contact this candidate