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
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