Mariana Prokosheva
Abu Dhabi, UAE ? 971-50-2164358
971-50-8365328
E-mail: mariella_77@mail.ru
Personal Details:
Date of Birth: 01.12.1983
Place of Birth: Ukraine| Nationality: Ukrainian
Administration & Customer Services Professional
Result-driven and enthusiastic professional, offering 10+ years of experience in administration, hospitality, customer service, and operations management settings within highly competitive markets.
Proven track record in directing all aspects of sales and customer care services to achieve the company’s long-term success by exercising a strong commitment to excellence. Demonstrate ability to streamline business operations, implement financial procedures to improve efficiency, and ensure successful liaisons between the customers. Proven ability to lead analysis of an organisation’s critical business needs, identify deficiencies, and potential opportunities and formulate innovative solutions. Excellent communication skills with the capability to interface with customers, staff and senior management.
Areas of expertise include…
• Financial & Administrative Services
• Tactful Planning & Analysis
• Customers Satisfaction • Customer & Team Building Relationships
• Issues Resolution & Process Improvement
• Performance Evaluation
PROFESSIONAL PERFORMANCE
CUSTOMER CARE MANAGER (Reservations Department) May 2021 – March 2022
Kodland- International School of digital skills, online educational platform (Remote work- www.kodland.org), Kiev, Ukraine.
Managing online support for the clients through email correspondence and phone calls. Answering inquiries and resolving clients’ problems during the assistance with the enrolment process.
• Scheduling classes, assisting with payment procedures, cancellation enrolments and directing enquires to the appropriate department.
• Promotion of products, coordination between departments to address all clients’ requests
• Working with members of senior management to discuss new brand ideas, and address critical issues.
CUSTOMER CARE EXECUTIVE (Technical and Business Support), Aug 2017 – Oct 2020
Infiniti, Nissan & Renault Cars Sales Department, Al Masaood Automobiles Company LLC, Abu Dhabi, UAE
Welcoming visitors and existing customers, answering or referring inquiries to the concerned department. Maintaining employee and department directories. Demonstrated a keen eye for detail to monitor organizational and technical support activities to assist the higher Management. Liaised efficiently and effectively with customers. Provided information to the customers based on their needs for products and recommended merchandise based on individual supplies.
• Providing technical and business support to Sales Administrator and GM. Responsible for preparing team schedules, organizing trainings, managing staff leaves, events and exhibition rosters. Daily monitoring of demo cars’ cleanliness, allocation and keeping in order test driver’s documentation.
• Being responsible for the showrooms allocated demo cars traffic fines and providing appropriate documentation to the accounting department for further payment procedures. Handling vehicles requests and maintaining a smooth process between departments to ensure the product delivery will be a high standard to expand the revenue
• Coordinate with the sales team, to contact and confirm appointments with the customers. Delivered customer feedback to sales management by generating daily and weekly customer survey reports. Monitoring daily traffic for existing branches, calculating the ratios and keeping track of customer database.
CUSTOMER SERVICE OFFICER (Guest Relations/ Call Centre Administrator), Dec 2013- July 2017
The Ritz-Carlton Grand Canal Hotel, Abu Dhabi, UAE
Actively render exceptional service to customers related to hotel facilities, entertainment options, and regulations. Enhance the highest safety and professionalism standards by determining customers’ problems. Deliver thought leadership to the hotel’s guests around emerging trends and the competitive landscape by formulating reports and grounding amenities. Execute operations for multiple guests, such as VIPs, top corporate accounts, repeat, long stay, top travel agency and special occasions.
• Play an integral role in addressing proposals and complaints of guests as per instruction. Offer outstanding services, including responding to clients’ queries, and determining all concerns to meet customer expectations.
• Cultivate strong and positive relationships with clients by developing a high level of professionalism with an aptitude to tactfully handle stressful and difficult situations in an efficient manner.
ADMINISTRATIVE ASSISTANT (Finance Department), Dec 2008 - Jul 2012, Sofia Hotel, Kiev, Ukraine
Directed all the financial and administrative activities, which included carrying out expenses, allocated inventory, placing invoices and operating payments to hotel suppliers. Sustained hotel contracts and handled transactions according to the financial procedures. Hold accountability for arranging proposals and expediting show rounds for existing customers.
• Developed broad scope of industry knowledge toward preparing all invoices for appropriate documentation, sorting and distributing incoming mails by holding a position as an accounts payable coordinator.
Education
Bachelor of Science and Business Administration in Finance
National V.I. Vernadsky University, Simferopol Ukraine 2001-2006
Certifications and Licences
Al Masaood Automobiles Company LLC
Developing Assertive Communication in the Selling process, Total Ownership Experiences, Interactive products Training’s, Abu Dhabi, UAE, 2017-2020
International certificate for completion of “Executive Secretarial” and “Financial Management”
The City and Guilds of London Institute (REI), Abu Dhabi, UAE, 2017
The Ritz Carlton Abu Dhabi Grand Canal Hotel
Company culture and values, Three Steps of Services, Communication skills
Cross-training in Finance department, Abu Dhabi, UAE, 2013- 2016
International Driving License -UAE
Skills and Languages
Microsoft Office Applications: Microsoft Office (Word, PowerPoint, Excel)
Graphics editor Adobe Photoshop
OPERA Property Management System for Hotel
Auto Line CRM
Languages: Fluent in English, Russian, and Ukrainian