Anastasiia Kutuzova

As a Front Desk Agent at Elkhorn Resort, I was committed to delivering outstanding customer service and ensuring that guests had a memorable and comfortable stay.

My key responsibilities included:
Guest Check-in/Check-out: Facilitated smooth check-ins and check-outs, ensuring all guest requests and preferences were met efficiently and professionally.
Customer Service Excellence: Addressed guest inquiries, resolved concerns, and provided local recommendations, consistently making guests feel welcomed and valued.
Reservation Management: Managed room bookings, modified reservations, and coordinated special requests, contributing to an optimized guest experience.
Administrative Support: Performed various clerical tasks, including processing payments and maintaining accurate guest records.
Team Collaboration: Collaborated with housekeeping, maintenance, and management teams to ensure smooth daily operations and uphold high standards of guest satisfaction.
Problem-Solving: Handled guest complaints and concerns promptly, ensuring quick resolutions and maintaining a positive experience.
Promoting Resort Amenities: Provided guests with detailed information about resort services, promotions, and activities, enriching their overall stay.

As a Customer Support Manager at USVIP Services, I was responsible for overseeing the delivery of exceptional customer service while managing and enhancing the experience for our clients. My primary duties included:
Sales & Service Promotion: Actively sold and promoted our range of services, including ordinary meet-and-greet and VIP airport greeting services, ensuring clients were informed of the benefits and features.
Client Communication: Managed daily inquiries and email correspondence, providing prompt and clear responses to clients regarding service details, bookings, and special requests.
Payment Link Creation: Created and processed payment links for clients, ensuring smooth transactions and timely service fulfillment.
Team Leadership & Training: Led and mentored a team of customer support agents, providing ongoing training and guidance to enhance team performance and improve service delivery.
Issue Resolution: Addressed and resolved more complex issues that arose, ensuring swift and effective solutions that met client expectations.
Partnership Management: Coordinated with partner organizations and service providers to ensure smooth and efficient operations of our services, maintaining positive relationships and quality standards.
Quality Control & Improvement: Oversaw the quality of service provided to clients, ensuring all experiences met the high standards of USVIP Services, particularly for VIP clients.

As a Customer Service Representative at Raise Band, I was responsible for delivering high-quality support to customers while ensuring their concerns were addressed in a professional and efficient manner. My key responsibilities included:
Customer Support: Responded to customer inquiries and concerns via email, phone, and chat, providing timely and accurate solutions.
Issue Resolution: Identified and resolved customer issues and complaints, ensuring satisfaction and maintaining a positive customer experience.
Product & Service Information: Provided detailed information on products and services, assisting customers in making informed decisions.
Collaboration with Teams: Coordinated with internal teams to ensure the swift resolution of customer issues and maintain a smooth service process.
Escalation of Complex Issues: Identified and escalated complex or unresolved issues to the appropriate team members, ensuring efficient handling of challenging cases.
Process Improvement: Worked to enhance and refine customer service channels, processes, and methods, contributing to an improved customer journey.
Sales Support: Collaborated with the sales team to up-sell company products, supporting growth goals and helping to drive business success.