Inna Kyrylenko
Summary
Experienced Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty for more than 27 600 loyalty members.
Overview
5
5
years of professional experience
Work History
Loyalty Customer Experience Specialist
LUJO HOTEL
2022.11 - Current
- Providing customer support for more than 27,800 members of loyalty program
- Strong verbal and written communication skills for reaching guests after their reservation and before arrival to the hotel
- Technical support for members (points issues, registration procedure issues), helping guests to improve their stay during their stay.
- Streamlined customer support processes for increased efficiency and faster resolution times.
Joy Advisor (Guest Relations)
LUJO HOTEL
2022.08 - 2022.11
- Providing individual support for more than 30 rooms at the same time during guest's stay
- Contact with all hotel's departments to manage any guest's requests.
- Built and maintained relationships with clients to provide ongoing support.
Guest Reception Agent
Tourist Hotel
2021.01 - 2022.03
- Enhanced guest satisfaction by providing friendly and efficient check-in and check-out services.
- Streamlined reservation processes for improved accuracy and reduced booking errors.
- Assisted guests with specific requests, ensuring a personalized and memorable stay.
- Managed high call volume, promptly addressing inquiries and resolving issues.
Reception Agent
FAIRMONT GRAND HOTEL KYIV
2019.03 - 2019.11
- Proceeding with guest's reservation details, offering them appropriate accommodation type due to their requests
- Making a guest's invoice and providing them the opportunity to pay in different ways
- Control of the reservation process - closing a reservation opportunity for unavailable room categories on booking.com, Expedia, and other sources.
Education
Master of Business Administration (M.B.A.) - Hospitality Management -
KYIV NATIONAL UNIVERSITY OF TRADE AND ECONOMICS
Kyiv, Ukraine12.2021
Bachelor of Science (B.S.) - Philology -
KYIV NATIONAL UNIVERSITY OF TRADE AND ECONOMICS
Kyiv, Ukraine06.2020
Skills
- Customer Service
- Interpersonal Skills
- Multitasking
- CRM Software (DailyPoint)
- Knowledge of hotel reservation systems (Opera, Fidelio, Servio)
Websites
Volunteer Experience
KNUTE volunteer organization, 11/2016 - 10/2021
Languages
Ukrainian, Russian
Native language
English
Advanced
C1
Turkish
Intermediate
B1
Timeline
Loyalty Customer Experience Specialist
LUJO HOTEL
2022.11 - Current
Joy Advisor (Guest Relations)
LUJO HOTEL
2022.08 - 2022.11
Guest Reception Agent
Tourist Hotel
2021.01 - 2022.03
Reception Agent
FAIRMONT GRAND HOTEL KYIV
2019.03 - 2019.11
Master of Business Administration (M.B.A.) - Hospitality Management -
KYIV NATIONAL UNIVERSITY OF TRADE AND ECONOMICS
Bachelor of Science (B.S.) - Philology -
KYIV NATIONAL UNIVERSITY OF TRADE AND ECONOMICS
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