Tourism
Nisa Nur Karaoğlu
Student
İstanbul
Summary
I am a final year student of English Language and Literature. I have an advanced level of English. I am skilled in literary work review, criticism and research. I specialize in English Literature and History. In the Spring semester of 2021, I studied English Language and Literature at Higher Vocational State School in Wloclawek with the Erasmus+ Student Exchange Program. I am very good at teamwork and empathy. I studied tourism in high school before and have some experience in tourism. I worked as a receptionist at Bilek Hotel for about 6 months, and after a 6-month cancellation/change department internship at Tatil Sepeti agency, I worked as a seasonal employee in the customer service call center for 6 months. I know about Opera reception and Opera agency programs.
MY COMPETENCIES: Microsoft Excel, MICROS Opera Xpress, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook.
Overview
2
2
years of professional experience
8
8
years of post-secondary education
4
4
Languages
Work History
Customer Server
Tatilsepeti.com Travel Agency in Turkey
İstanbul
04.2019 - 09.2019
- Resolved concerns with products or services to help with retention and drive sales.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Solutions Representative
Tatilsepeti.com Travel Agency
İstanbul
04.2018 - 09.2018
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Receptionist
Bilek Hotel İstanbul
İstanbul
04.2017 - 09.2017
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled assignments independently with good judgement and critical thinking skills.
Education
Bachelor's Degree - English Language And Literature
Karabük University
Turkey 09.2019 - Current
High School Diploma -
Şişli Tourism High School
Turkey 09.2015 - 04.2019
Erasmus Exchange Student - English Language And Literature
Higher Vocational State School in Wloclawek
Poland 02.2021 - 06.2021
Skills
Guest relations management
Literature analysis
Reading assignments
Excellent Communication
MS Office
Lesson Planning
Bilingual in English
Complaint resolution
Report preparation
Professional telephone demeanor
Creative problem solving
Money handling abilities
Interests
Travelling
Different Cultures
Language and Literature Studies
Human Relations
Timeline
Erasmus Exchange Student - English Language And Literature
Higher Vocational State School in Wloclawek
02.2021 - 06.2021
Bachelor's Degree - English Language And Literature
Karabük University
09.2019 - Current
Customer Server
Tatilsepeti.com Travel Agency in Turkey
04.2019 - 09.2019
Customer Solutions Representative
Tatilsepeti.com Travel Agency
04.2018 - 09.2018
Receptionist
Bilek Hotel İstanbul
04.2017 - 09.2017
High School Diploma -
Şişli Tourism High School
09.2015 - 04.2019