Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Languages
Timeline
Generic

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
11.2022 - 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
08.2022 - 11.2022
  • 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
01.2021 - 03.2022
  • 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
03.2019 - 11.2019
  • 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, Ukraine
12.2021

Bachelor of Science (B.S.) - Philology -

KYIV NATIONAL UNIVERSITY OF TRADE AND ECONOMICS
Kyiv, Ukraine
06.2020

Skills

  • Customer Service
  • Interpersonal Skills
  • Multitasking
  • CRM Software (DailyPoint)
  • Knowledge of hotel reservation systems (Opera, Fidelio, Servio)

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
11.2022 - Current

Joy Advisor (Guest Relations)

LUJO HOTEL
08.2022 - 11.2022

Guest Reception Agent

Tourist Hotel
01.2021 - 03.2022

Reception Agent

FAIRMONT GRAND HOTEL KYIV
03.2019 - 11.2019

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
Inna Kyrylenko