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Personal Imformation

First name: Liudmyla
Surname: Karpinska
Telephone: +380991005077
E-mail: galina54@hotmail.co.uk
Sex: F
Date of birth: 06/11/1975
Job Applied For: Customer service agent

Work Experience 1

From: Aug/2011
To: to date
Occupation or position held: Representative
Main activities and responsibilities:
- coordination of services and aircraft refueling ;
- to sign-technical documents;
- to assist the crew and passengers of aircraft as they pass customs and border procedures;
- keep-court work with claims to control quality of service.

Work Experience 2

From: Apr.2013
To: Dec/2013
Occupation or position held: Customer Service manager (Golf Department)
Main activities and responsibilities:

- Working with Concept systems
- Collect visitor information and update database
- Work with Tournament Director and provide tournament registration and scoring
- Check staff schedule and events
- Maintain office supplies
- Check uniform @ appearance
- Provide daily sales report to Head Pro and Assistant
- Conduct daily cash audit
- Send cash to accounting department
- Organize monthly inventory
- Provide staff training, especially customer service skills
- Conduct performance reviews and disciplinary actions when needed
- Organize daily briefing

Work Experience 3

From: Sep.2010
To: Apr.2013
Occupation or position held: Customer Service Agent at VIP lounge, Interpreter (Shift leader)
Main activities and responsibilities:
Service for arriving and departing passengers:
-meeting passengers in the VIP lounge;
-organization for passengers: their baggage and carry-on monitoring for safety, customs and passport control; Check-in passengers on they flight;
-delivery of passengers, their baggage and carry-on baggage to the aircraft ram;
-meeting passengers at the ramp of the aircraft;
-delivery of passengers and their luggage in the sector of VIP;
-communication services: telephone, fax, internet;
-bar and restaurant services;
-providing comfortable space for meetings, conferences and negotiations.

Education and Training 1

From: 1993
To: 1997
Title of qualification awarded: Degree in Economics (Equivalent to British Bachelor Degree Standard)
Organisation: KHARKIV STATE AGRARIAN UNIVERSITY
Principal subjects:
High passes, including:

Economics
Finance
Accounting
Marketing
Management and others

Education and Training 2

From: 1982
To: 1992
Title of qualification awarded: SECONDARY SCHOOL CERTIFICATE (Equivalent to GCSE’s
Organisation: SECONDARY SCHOOL
Principal subjects:
High passes, including:

Ukrainian Language and literature
Russian Language and Literature
Mathematics
Physics
Chemistry
Biology
History
Geography and others

Personal Skills

Mother tongue: ukrainian@russian
Other language:
english
Communication skills:
Excellent Customer Service skills
Fluent in three languages Ukrainian, Russian and English
Excellent communication skills
Passed certificates in LDCS, CODECO, PARS, SDCS computer systems
Reliable and Punctual
Works effectively as part of a team but can also work independently when required
Very organized
Passed certificates in health and safety and dangerous goods
Ability to work under my own initiative and adhere to tight timescale
Organisational / managerial skills:
Reliable and Punctual
Works effectively as part of a team but can also work independently when required
Ability to work under my own initiative and adhere to tight timescale
Computer skills:
Passed certificates in LDCS, CODECO, PARS, SDCS computer systems
LONDON OPEN COLLEGE NETWORK:

Information @communication Technology at Entry Level 2000 Pass
Information @communication Technology at Level One 2001 Pass
Other skills:
CERTIFICATE

UKRAINIAN AVIATION SERVICE CENTRE, IATA 2012 Pass
“Dangerous Goods by air course”
“Specialists in the live animals’ transportation by air”


BORYSPIL AIRPORT, ICAO 2012 Pass
Certificate №15279 “FUNDAMENTALS OF AVIATION SAFETY”

UKRAINE INTERNATIONAL AIRLINES:
“Aviation security initial training of ground handling personnel” 2010 Pass


AVIANCE UK, Gatwick airport 2002 Pass
“Dangerous Goods Awareness”
GHI UK, Gatwick airport 2001 Pass
“Dangerous Goods Awareness”


ASET, John Ruskin College : 2002 Pass
“Certificate in Safety Compliance”


CHARTERED INSTITUTE ENVIROMENTAL HEALTH: 2000 Pass
“Food Hygiene Certificate”
Driving licence: no
Additional Information:
April 2001- Oct. 2008 Aviance UK Ltd., Gatwick
London, UK
Passenger Service Assistant and Interpreter (company closed down)

Boarding flights
Check-in flights
Check-in tickets are correct
Manning the information desk
Processing luggage and asking the relevant security questions when processing luggage, and act accordingly to the answer given
Reserving, blocking and releasing seats
Checking travel documents are correct and in date
Processing and escorting un-accompanied minor and young passengers traveling on their own to their flight
Working in the VIP lounge
Inputting passenger manifests
Inputting passenger request
Dealing with all customers questions and problems
Dealing with delays and providing light refreshment vouchers
Dealing with canceled flights
Collection of flight coupons
Interpreting for Russian and Ukrainian passengers that do not speak English
Escorting VIP’s to their flights
Dealing with disabled customers and care for all their needs
Liaising with supervisors and duty managers
Liaising with work colleague
Manning the telephone line
Produce relevant paper work for customer airline








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