Senior Guest Service Support Assistant

Gulnura Begimbaeva Email : **********@*****.***

Mobile : +974-**-******

Objective:

An accomplished professional with 14 years of exceptional track record in administration, training, sales and customer service functions for organizations of repute, possessing allied exposure in business administration and support features, backed up by a Master's Degree in Public Administration Management, seeking a challenging position to contribute accrued skills in achieving organizational objectives and progress in my career path. Personal Information

Birth Date: December 02, 1983

Gender: Female

Nationality: Kyrgyz

Residence Country: Doha, Qatar

Visa Status: Residency Visa (transferable)

Marital Status: Single

Experience

Qatar Duty Free, Qatar Airways (May 2014 – July 2020) Location: Hamad International Airport, Doha, Qatar Company Industry: Retail Qatar Duty Free at Hamad International Airport is one of the largest Duty-Free areas in the world. This shopping emporium boasts more than 70 elegant boutiques and luxury stores, as well as more than 30 restaurants and cafés. Senior Guest Service Support Assistant (May 2019 – July 2020) Guest Service Department

Key Responsibilities:

Promptly respond to the guest's inquiries and complaints via phone, email

Provide appropriate solutions and alternatives for the guest complaints within the time limits and follow up to ensure resolution

Keep records of guest interactions, process guest accounts, file documents

Follow communication procedures, guidelines, and policies

Responsible for apologizing in an empathetic manner and sorting out the issues in a calm and quiet manner

Ensure the highest level of confidentiality with regards to all documentation and information

Be aware of any internal and external updates within the Qatar Airways Group

Build strong communication relationships with Managers, Supervisors, and Staff for better customer services.

Compile reports on overall customer satisfaction weekly/monthly Sales Assistant -Promoter (May 2014 – May 2019)

The Boulevard - Multi-brand fashion, accessories and watches Key Responsibilities:

- Sales: Present and demonstrate and sell the products through features, advantage, and benefits of the merchandise

- Presentation of Merchandise: Ensure merchandise is displayed to the highest international standards and aid in the selling process

- Stock Administration: Maintain the highest level of accuracy when checking and counting goods

- Stock Security: Ensure the highest level of confidentiality with regards to all company documentation, information, and statistics

- Ensure awareness of the HOT SPOT or Theft prone areas

- Cash Register Procedures: Ensure the float is correct and that all keyed information into the P.O.S. terminal is done accurately, responsible for the cash variances at the end of the shift Assistant of Pro-Rector – Director (January 2014 -May 2014) Academy of Public Administration under the President of the Kyrgyz Republic Location: Bishkek, The Kyrgyz Republic

Company Industry: Training & Education

The Academy of Public Administration under the President of the Kyrgyz Republic is the only specialized educational institution in Kyrgyzstan in the field of management training for state bodies and local self-government bodies of the Kyrgyz Republic.

Key Responsibilities:

Support director in all duties and effectively carry out assigned responsibilities

Ensure consistent and smooth implementation of daily operational procedures

Communicate with the director to determine daily responsibilities for ongoing projects

Assist in strategic business (project) planning and analysis

Perform all necessary daily clerical tasks director requires (phone calls, emails, etc.)

Implement new procedure or operational changes

Help facilitate clear and consistent communication between departments

Maintain calendars and schedule necessary meetings, calls, etc.

Prepare, organize, and file office documents

Liaise with clients and employees to ensure satisfaction

Write and deliver progress reports to the director

Controlling overall courses and training of the department, by regularly interacting with Managers, Specialists, and Analysts of the organization ascertaining better workflow Manager - Higher Courses of Administration and Management (March 2007 to January 2014) Academy of Public Administration under the President of the Kyrgyz Republic Location: Bishkek. The Kyrgyz Republic

Company Industry: Management

The activities of the Higher Courses in Administration and Management are aimed at implementing educational programs in the sphere of state and municipal management for the current employees of the Kyrgyz Republic, as well as training in general and sectoral subjects of heads of state enterprises and other categories of management personnel.

Key Responsibilities:

Organization and holding (conducting) of courses for retraining and advanced training, training, seminars, round tables, conferences, webinars, presentations, discussions, and events of any format

Realization of the state order for training state and municipal employees

Negotiating with government and non-government organizations, while ensuring strictest adherence to schedule, specifications, and budget

Issuance of certificates by successfully trained trainees based on the assessment of acquired knowledge and skills

Development of cooperation with state bodies, local governments of the Kyrgyz Republic, state enterprises and joint-stock companies, as well as with international organizations in the field of additional education

Participation in the development of draft normative legal acts of the Kyrgyz Republic in the field of training state and municipal employees

Receptionist (December 2006 -March 2007)

Hotel Ak - Keme

Location: Bishkek, The Kyrgyz Republic

Company Industry: Hospitality

The hotel Ak-Keme features a restaurant, bar, a shared lounge, and garden in Bishkek Key Responsibilities:

Responsible for handling front office reception and administration duties

Greeting guests and answering phones

Handling company inquiries

Sorting and distributing mail, schedule meetings and arrange travel for executives

Compile reports on overall customer satisfaction weekly/monthly Education

Master's degree - Public Administration in Management (September 2010) Academy of Management under the President of the Kyrgyz Republic Bachelor's degree in English Language (June 2006)

Faculty of Romanic German Philology, Kyrgyz State University Training & Certificates

October 2012 International Training Programme on Manpower Research

- Institute of Applied Manpower Research, New Delhi, India

- H.C.M. Rajasthan State Institute of Public Administration, Jaipur, India May 2012 Record Management in Official Language

Academy of Management under the President of the Kyrgyz Republic, Bishkek February 2012 Strategic Planning

UNICEF Programme, the Kyrgyz Republic, Bishkek

November 2011 English for Business

The Kyrgyz Republic Ministry of Foreign Affairs Diplomatic Academy, the Kyrgyz Republic, Bishkek July 2011 English for Academic Purposes

Red Cross, American University of Central Asia and Lingua English Language School, the Kyrgyz Republic, Bishkek

June 2011 Management Team Building Training

United Nations Development Programme, the Kyrgyz Republic, Bishkek June 2011 Gender & Environment

United Nations Development Programme, the Kyrgyz Republic, Bishkek June 2011 Time Management

German fund Hanns Seidel Stiftung Mc. Dr.-Meyer-Camberg-Institut, the Kyrgyz Republic, Bishkek

May 2011 Professional Progress Management

German fund Hanns Seidel Stiftung Mc. Dr.-Meyer-Camberg-Institut, the Kyrgyz Republic, Bishkek November 2010 Management of Projects. Fundraising

Academy of High Education TeachEx, the Kyrgyz Republic, Bishkek May 2010 International Computer Driving License (Computer Skills) University of Central Asia (AGAHAN), the Kyrgyz Republic, Bishkek November 2008 Introduction of Gender Approaches in System of Improvement of Professional Skills of Civil Servants

United Nations Development Programme, the Kyrgyz Republic, Bishkek October 2008 Increase Potential of Employees S.I.A. and Public Administration Organs of The Kyrgyz Republic by The Rights of Ethnic Minority and Management of Conflicts Organization for Security and Co-operation in Europe, the Kyrgyz Republic, Bishkek September 2008 UNICEF, Every child, Public Administration in System of Protection of the Rights, Freedom And Legislative Interests of Children in The Kyrgyz Republic, T.O.T., the Kyrgyz Republic, Bishkek Skills

Client Relationship Management

Time Management

Communication

Decision Making and Problem Solving

Critical Thinking

Target Setting and Achievement

Revenue Generation

Driving Business Growth

Standardizing Policies and Procedures

Contractual Negotiation

Employee Performance Analysis/ Appraisal

Office orientation

Delegation and Supervision

Generating Reports

Leadership

Team Building

Team Motivation

Ability to work under pressure

Analytical ability

Computer Related Skills:

Proficient with Microsoft Office (Word, Excel, PowerPoint, FrontPage, and Outlook) Languages

Kyrgyz- Level: Expert Read, Write and Speak

English-Level: Expert Read, Write and Speak

Russian-Level: Expert Read, Write and Speak

References

To be provided upon request.

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