Viktoriya Zavgorodnya
Summary
Driven professional with a track record of enhancing customer satisfaction and streamlining operations at Hotel Mercure Astoria. Excelled in client relations and problem-solving, significantly improving communication systems. Skilled in database administration and customer service management, adept at fostering positive relationships and efficiently handling multiple tasks.
Overview
16
16
years of professional experience
Work History
Receptionist Administrator
Hotel Mercure Astoria
10.2013 - Current
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Assisted in the planning and execution of company events for improved employee morale and client relations.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Implemented new email management system to streamline correspondence and response times.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Translated documents from English, Russian to Italian.
- Enabled smoother negotiations for clients with foreign counterparts by offering real-time interpretation support.
- Interpreted conversations between foreign language-speaking clients and others.
- Assisted foreign language-speaking clients with inquiries.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Shop Assistant
Tabaccheria
05.2008 - 04.2012
- Completed daily tasks accurately and on-time to support shop needs.
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Helped managers with daily checklists and last-minute requirements.
Education
GED -
Istituto Professionale Filippo Re
Reggio Emilia, Italy06.2012
Skills
- Mail handling
- Client Relations
- Mail Routing
- Customer Service
- Phone and Email Etiquette
- Data Entry
- Multitasking and Organization
- Customer Service Management
- Relationship Building
- Database Administration
- Support Services
- Problem-Solving
Languages
Italian
Bilingual or Proficient (C2)
Russian
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Ukrainian
Intermediate (B1)
Timeline
Receptionist Administrator
Hotel Mercure Astoria
10.2013 - Current
Shop Assistant
Tabaccheria
05.2008 - 04.2012
GED -
Istituto Professionale Filippo Re
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