Customer Service Coordinator
Makcy Hospitality, Moscow
Total years of experience :10 years, 4 Months
Maintained an open line of communication with management to help ensure a pleasurable and smooth experience for Foreign guests (I was the only one in the company who was fluent in English and Russian) at the World Trade Center & Chain of 5 Star Hotels (The Ritz-Carlton, Crowne Plaza, Radisson Blu, Kempinski, Sheraton Palace, InterContinental, Swissotel Красные Холмы, Renaissance Monarch, Hilton Moscow Leningradskaya, Marriott Grand Hotel) in Moscow.
Main responsibilities:
• Worked as a team focused on environment creation;
• Greeted guests immediately upon entry into events areas;
• Ensured guests enjoyed a pleasurable experience;
• Utilized excellent communication and interpersonal skills to start conversations and help guests have a great time;
• Anticipated guests need efficiently and quickly via great observation and keeping a vigilant eye;
• Ensure the highest standard of service & guest care is delivered in the department;
• Able to quickly learn the services offered by the hotels and encourage the guests to use them during their stays;
• Have knowledge of local environment of the hotel: city, culture, activities, shopping malls, and general information;
• Responsive to guest requests; strives to answer all requests as quickly and completely as possible;
• Establish good working relationships with the guests and visitors;
• Skills/qualification: Passion for events, proven work history in teamwork environment or similar environment
demonstrated VIP relations and excellent communication skills.
• Coordinator, reporting directly to the Project Manager, for $20M USD Construction project.
• Provided Financial and Accounting support - bookkeeping, invoices, accounts payable, etc.;
• Managed work schedules for all employees, processed access badges, visas and other administrative duties & managed project inventories;
• Provided management assistance during Project/Construction manager’s absence, QA/QC and Document Control; Coordinated activities with military escort personnel and passes along pertinent information regarding safety and security rules and regulations; Supervised employees and subcontractor personnel in accordance with the “General Supervisory Duties and Responsibilities” addendum.
• Achievements: Developed strong communication skills - coordinated between US military and US work force; Project was completed 6 months earlier than projected, and saved more than 20% of costs, received an award from US military 333rd MP BDE Engineer for Superior Performance on the Distinguished Visitor’s Quarters on Camp Sabalu-Harrison, and received an award from Base Commanding for Outstanding Performance on Concrete B-Huts Project.
• Liaised with external partners and statutory bodies as appropriate; Managed all Finance related functions at the Internet Café; Lead all Customer Service initiatives (quality improvement and resolve customer complaints); Coordinated with subcontractors on product deliveries.
• Accomplishments: Exceeded monthly sales goals by an estimated 30%; Supervised and Trained 6 employees (Customer service and Sales Personal).
• Developed product ideas
• Monitored stock and placed special orders
• Addressed customer queries
• Exceeded sales targets
• Received Award for Excellent Customer Service
• Greeted customers and determined their needs and wants
• Discussed type, quality and number of merchandise required for purchase
• Recommended merchandise based on individual requirements
• Advised customers on utilization and care of merchandise
• Provided advice to clients regarding particular products or services
• Explained the use and advantage of merchandise to customers
• Answered customers’ queries and concerns
• Showed the live working of merchandise
• Quoted prices and discounts as well as credit terms, trade-in allowances, warranties and delivery dates
• Prepared sales contracts and accepted payment through cash, cheque and credit card
• Assisted in display of merchandise
• Maintained sales records for inventory control
• Coordinated directly with US military customers and subcontractors on delivery enquiries;
• Monitored locations of delivered vehicles with goods;
• Was responsible for the acquisition/procurement of perishable items and for transportation of said items to U.S. and European military installations;
• Managed staff of 70 transportation and dispatch personnel (drivers, transport admin assistants and packaging specialists); Managed fleet of 35 trucks and 15 company vehicles;
• Coordinated Movement Control operations within assigned area of responsibility, including ground transportation;
• Performed basic maintenance and stocking functions at truck yards and checkpoints to ensure customers’ needs are met; Disseminates information regarding schedules, routes, delays, safety requirements, and facilities for customers;
• Supervised employees and subcontractor personnel in accordance with the “General Supervisory Duties and Responsibilities” addendum;
• Accomplishments: During my tenure, all deliveries were on time, on budget and on-schedule; Zero losses of trucks and/or personnel.
• Managed the payroll for local and Expat workers;
• Processed salaries, cash advances and medical invoices of expats;
• Managed cash payments and receipts totaling excess of $500, 000 monthly with no loss of monies to the company; forecasted the division’s cash flow forecast on a weekly and monthly basis;
• Monitored daily cash counts, monthly cash/bank reconciliation, monthly cash requests, accounts payable/receivable, payroll, procurement report and other financial reports;
• Received Certificate of Appreciation award from senior management
• Arranged the shipping and receiving over 4.2 million pounds of cargo worldwide;
• Was responsible for distributions of all documents relating to inbound and outbound flights & coordinate between the US and Afghan Military, including but not limited to preparation and maintenance of movement logs, passenger manifests, cargo movement logs;
• Coordinated Movement Control operations within assigned area of responsibility, including ground transportation missions and air transportation in theater;
• Coordinated activities with military and escort personnel and passes along pertinent information regarding flight rules and regulations to both the internal and external customer;
• Supervised employees and subcontractor;
• Accomplishments: Established a filing system for over 500 companies, system resolved internal billing issues.
• Handled Phones and reception desk for tourist arriving to Dubai. Responsible for filing and office support as well as Russian translations services.
• Process visas; arrange flight itineraries, bookings, hotel accommodation, ground transportation, meet and assist and other logistics for the team.
• Schedule and coordinate meetings, conference calls and meetings. Prepare agendas and correspondence.
• Maintain department calendar to co-ordinate workflow and meetings periodically. Maintain and update business travel and leave records for the team for the full year. Track and maintain budget sheet for travel as per set budget for the department.
• Respond to or on behalf of manager straightforward correspondence, queries and maintain an organized filing system. Sign for and distribute mails and couriers to respective team members Submit medical claims on weekly basis
• Liaising with team members and different departments and executing daily routine jobs in an organized manner Assist & co-ordinate project based work.
Excellence in Customer service
Technological skills
Graduation of 9th grade
