Services Officer Customer Service

Resume

Name and Surname: Kateryna Ivashchenko

Date and Place of birth: 03 August 1989. Kryvyi Rih

Nationality: Ukrainian

Address: * ** ******’s Court – Toronto, ON. Suite 419

Mob tel.: 437-***-****

WhatsApp, Viber: +380*********

e-mail: ***************@*****.***

Travel Passport :GE984226

Languages

Russian – native

Ukrainian - native

English – advanced

Education History

The Odessa High Vocational School of the Maritime Tourism Service / ship cook, confections. Graduated in 2008.

Odessa National Polytechnic University / Documentation and information /Bachelor degree / 2014

Additional diploma

Smart Serve Certificate. Certificate Number 230*********

ServSafe Alcohol

Accelerating Leadership Performance Series ALPS 2.0

Train the Trainer course

Hair dressing “Make over”. Course of hairdresser: men's and women's haircuts, hair dyeing, chemical hair wave. Graduated in 2021.

Employment History

Period (month, year): 03.2021 – 01.2023

Position: Concierge

Company/ City/Country: Royal Caribbean International.

Duties: communicate to the Suites guests through of emails before they arrival on board and making sure that all their requests in regards of reservation and preferences will be granted in most convenience way for them. Finding resolution to any given concerns. Communicate to the all departments in a proactive manner to prevent further services failures. Assisted to the guests with resolving issues with staterooms cleanliness, maintenance, noise and room layout. For F&B department find resolution if guests had dispute, were unsatisfied with food or beverage quality as well as any situation with F&B representatives. Helping with loyalty program, entertainments, sport activities, kinder garden policy or activities, shops revenue and photo gallery. Guest Services on Ship is first who receiving emergency calls and makes reports about unconscious people or missing guest/kids, fights or stolen / lost items after which. As well making report for executive managers on the daily basis, inventory of equipment/items and even conducting burial at sea ceremony and helping guests with boarding and departure especial if they had emergency to leave the ship in the middle of the cruise. During departure process I was escorting the guests who must to be seeing by Coast and Border Protection to the officer in the terminal.

Period (month, year): 09.2019 – 03.2021

Position: Senior Guests Services Officer

Company/ City/Country: Royal Caribbean International, “Grandeur of the Seas” & “Oasis of the Seas”.

Duties: Expert in finding resolution to any given concerns that did not meet Guest expectation. Communicate to the all departments in a proactive manner to prevent further services failures. Problem solving with staterooms cleanliness, maintenance, noise, bed adjustments or room layout. For F&B department find resolution if guests had dispute, were unsatisfied with food or beverage quality as well as any situation with F&B representatives. I helped with question or concerns with entertainments, sport activities, kinder garden or activities / policy for kids, shops and photo gallery. Guest Services on Ship is first who receiving emergency calls and makes reports about unconscious people or missing guest/kids, fights or stolen / lost items after which. As well cash handling, money exchange, inventory of equipment/items. Training new Guest Services Officers and helping them with difficult or unusual situations.

Period (month, year): 02.2018 – 07.2019

Position: Guests Services Officer

Company/ City/Country: Royal Caribbean International, “Adventure of the Seas” and “Grandeur of the seas”.

Duties: Assisting Guest with any concerns. Expert in finding resolution to any given concerns that did not meet expectation. Communicate with all departments in a proactive manner to prevent further services failures and to be helpful for all guests on board.

Period (month, year): 10.2015- 02.2018

Position: Café Attendant

Company’s name City/Country: Royal Caribbean International, “Oasis of the Seas”.

Duties: Provided service to the guests. Prepare table for the use of staff, collection of food from the galley. Assist waiters in the Dining room and Specialty Restaurants.

Period (month, year): 08.2011- 09.2015

Position: Restaurant Manager

Company/ City/Country: Mario's Ltd, Odessa. Ukraine.

Duties: Helping corporate office with budget creation, financial planning and

bookkeeping, training and organizing staff scheduling. Inspect building and equipment for necessary maintenance repairs and renovation, decorating restaurants during holidays. Handling guest’s complaints and helping staff with services during busy hours. Overseeing marketing and promotional materials.

Period (month, year): 03.2010-07.2011

Position: Receptionist

Company/ City/Country: “Ayvazovsky” Hotel Odessa. Ukraine.

Duties: Customer service, Check-in and check-out guests, making keys, take care of bill processing, cashing checks, assisting guests in all questions they may have.

Period (month, year): 11.2009-03.2010

Position: Waitress

Company’s name City/Country: Robin Bobbin, Odessa. Ukraine.

Duties: Walk guests to their table, take orders and serve them. Monitor the cleanliness of the work place.

Period (month, year): 09.2008- 10.2009

Position: Bartender

Company’s name City/Country: Bar of “Opera and Ballet Theater”

Duties: Beverages preparation, providing services, overseeing the cleaning of the workplace.

Personal Characteristics:

Committed

Responsible

Tidy and organized

Proactive

Friendly

Reliable

Passionate

Flexible

Good organization skills

Knowledge of: Word, Excel, PowerPoint, Fidelio, AS400, Siebel, DBS, POS, Guest log, A-pass, Encode etc.

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