Customer Service Manager
Resume:
•
****-**** *** **** ************* community gr.
Nairobi, Kenya Orphans and vulnerable children charity, volunteer
Abu Dhabi, UAE Performance Management Administrator I see myself as an enthusiastic and
dedicated individual, with experience
across different areas in Hospitality and
Aviation. Others describe me as an
exceptional leader, who is able to motivate
team to achieve targets. I have a
knowledge to perform effectively within a
highly pressurized working environment. I
can demonstrate strong ability to manage
projects from conception through to
successful completion.
Proficient working knowledge of Opera
Hotel Edition Version 2.6, Microsoft
Windows XP, Excel, PowerPoint.
Strong leadership, management,
negotiation, interpersonal and problem
solving skills. Professional presentations
and VIP customer service. Speak fluent
English and Russian.
OKSANA SEMILETOVA
PROFILE
SKILLS
EDUCATION
EXPERIENCE
2016-2018
Dubai,UAE
Gevora Hotel
HR Administrator
Provide food and shelter to orphans and vulnerable children Assist teachers in classroom with educational programs Establishing, maintaining and developing contact with sponsors and suppliers
Preparing social presentation with organization’s vision Coordinate community fundraising events
Maintain and organize employee records
Update and manage HR databases (maternity, sick records, annual leave)
Arrange and prepare HR documentation
Develop and provide regular reports (work schedules, sick leave, absence)
Assist employees with HR related queries and issues Handle travel and accommodation arrangements for
personnel
Establish effective communication with partners.
Evaluate Cabin Crew performance on monthly basis
Work close with Performance Team to create crew
development plans/rewards
Organizing meetings.
Maintain the Guest Services Management calendars,
appointments and contacts.
Deputize for Guest Services –VP Secretary as required. Attend meetings and prepare agenda and monthly
operational reports.
Maintain, update the Incident Control Book.
Manage, investigate and follow up with guest complaints and compliments
Masters of Science Degree in
Strategic H.R Management
Roehampton University,
London, UK 2015-2019
International Training Academy,
Course Reservation and Ticketing
Abu-Dhabi, UAE 2006
English High School,
University entrance examination,
Uzbekistan,1994-2005
2006-2008 Emirates Palace Hotel
Abu Dhabi, UAE Guest Relation Officer
2005-2006 Le Royal Meridien Hotel
Abu Dhabi, UAE Customer Service
2008-2012
Abu Dhabi, UAE
Etihad Airways
Cabin Senior/Cabin Manager
In charge of full operations on Airbus A-320, A-319. Day to day leadership and management of a team up to 13 crew members
Responsible for emergency procedures specified in the operations manual.
Provide leadership, guidance and coaching for cabin crew. Maintain high safety standards
Manage issues and situations on board the aircraft with guests.
Provide effective feedback on operational matters, standards, employee performance.
Maintain good Public Relations by engaging proactively with customers and resolving issues.
Responsible for sale and promotion of Duty Free Products on board the aircraft.
Attending pre-flight briefings concerning safety, routes and emergency procedures
Certified in First aid and Safety operations
Carry out all administrative duties such as requisitions, PMS system, welcome letters and special guest requests. Prepare monthly statistical report for potential loyalty program enrolment of high profile guests.
Responsible for room allocation and amenities of VIP guest’s, delegations and groups.
To ensure that all guests’ comments and complaints are reported, discussed with management and followed up with the guest.
Taking reservations via phone.
Bartending Responsible for book keeping and inventory of the restaurant.
Cashiering, opening and closing the restaurant PMS
(Micros).
Responsible for promoting weekly food and drink
promotions.
MOBILE +971*********
******************@*****.**
m
https://www.linkedin.com/in/ok
sana-semiletova-012a83104
Date of birth 17/08/1987
Nationality: Uzbekistan
CONTACT
LANGUAGES
English-Fluent
Russian-Native
Contact this candidate