The sectors that interest me more specifically are:
Administrative Support / Secretarial
Accommodation / Catering / Tourism
Transport / Logistics
Summary: Profoundly knowledgeable, creative and proven with over 10 years experience providing information, advice and booking services for people wishing to travel.
Summary of Qualifications:
An energetic and talented professional with national based experience in high- volume travel management companies. Strategic and analytic thinker, skilled in identifying and capitalizing on market trends. Focus on organic growth through competitive pricing and customer satisfaction. Experienced in transforming corporate plans over a wide range of travel and tourism services. Skilled at profit centre management using cost and yield management methods. Creative leader in product development and marketing aimed at impacting the portfolio, visibility and profitability. Considerable multicultural work and liaison experience through global interactions with co-workers and partners.
KEY AREAS OF EXPERTISE
■ Product Development - design and distribution
■ Business Development - Corporate, Leisure, Meetings and Conferences
■ E-commerce- Online services and strategic partnerships.
■ Client account management - Corporate and individual
■ Branch Management
■ Supply chain - Strategic Vendor Sourcing and contracting.
■ Market projections: analysis and assessment
■ Effective communication – presentations, negotiation, content
References due to security reasons available only upon request.
October 2002 - November 2003
Airline Reservations/Fares and Ticketing/Car Rental Reservations/Hotel Reservations/TIMATIC displays/BSP procedures
E - ticketing
Greenwich School of Management
October 2001 - February 2002
Diploma in Airline and Travel Studies
Multi-Sector fare calculations and IATA fare construction principles
Galileo GDS Computerised Air Reservations
Airline Reservations/Fares and Ticketing/Car Rental Reservations
Hotel Reservations/TIMATIC displays
Travel agency procedures/Tour Operations/travel geography
College of Tourism
October 1995 - November 1998
Economics and Tourism
High School"IX Gimnazija M.P.Alas"
September 1990 - June 1994
science and mathematics
Mission: Key roles and responsibilities:
Travel Consulting / Corporate & Key Account Management
Small Business Development / Finance Management
Service Quality Improvement / Vendor Partnerships
Strategic Planning / Change Implementation
Marketing Activities / Budget Forecasts
Means: Handled customer inquiries, complaints, billing questions and payment extension/service requests.
Calmed angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
Interfaced daily with internal partners in accounting, consumers and vendors
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the lead "go-to" person for particularly challenging issues
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, persuasiveness, intense customer focus and dependability in performance evaluations.
Appraisal: Personal turnover over EUR 350.000 per annum
Travel Consultant/ Support Agent
Mission: - Customer Service /Travel Consulting and Sales (air,hotel,car hire,cruise,holiday packages etc)
Corporate Travel Consulting and Sales
Travel Coordination including handling on line fulfillment, ticketing, taking phone calls for changes and special requests.
Ensure compliance with client's corporate travel policies
Ensure compliance with company's procedures for documentation, ticketing, voids, refunds.
Appraisal: My own client portfolio increased so I've been able to start my own travel business
Cera Travel International
Mission: Front office customer service and sales (air,hotel,car hire,holiday packages,cruises,foreign languages courses)
Sales with different airline/airfare contract and pricing structures
Appraisal: returning customers increase by 100%
Montavia Belgrade,Serbia/Moscow, Russian Federation
Mission: Corporate sales and fee collection of all travel related products(air,hotel,car transfers within Russian Federation etc)
Appraisal: sales increased with native Russian clients
RussianSpeaking competence: Fluent , Written competence: Fluent
EnglishSpeaking competence: Fluent , Written competence: Fluent
SpanishSpeaking competence: Basic level , Written competence: Basic level
Additional informationOnline travel.
Technology savvy – Easily grasp software applications and trends in travel and tourism and have a conceptual knowledge of technology tools such as the GDS - Galileo, Amadeus MS Power Point, Word, Excel, Adobe , internet and social media for mass market penetration - concept, design and distribution, an awareness of HTML for online marketing and distribution.
Leisure time activities
drawing, web and graphic design,travelling,translations,learning foreign languages,occasional clubbing....
Strengths: Talented and widely experienced professional- travel, tourism, travel e-commerce and travel process outsourcing with extensive sales, marketing and customer service experience
Business and workplace standards – Totally focused on quality in business and ethics at the workplace. I identify and prioritize business values in the work flow, and lead by example through motivation and initiative. Experience in a quality work environment using the ISO standards for travel and tourism. Actively build and sustain relationships and rapport with clientele and focus on customer satisfaction across transactional cycles. Diplomatic manager of a team - fair and firm, encourage and counsel.
Communications: Advanced presentations skills and knowledge of general and business English and quite fluent in Russian.
Marketing - Strong focus on product development. Research market trends, collate intelligence, analyze and develop strategies, plan and develop promotions, conceive and develop innovative marketing material, distribute via print and electronic media and measure the outcome in relation to projected goals.