VALERIIA AGARKOVA

• Lead daily ground operations and assist passengers with check-in, boarding, and arrivals, ensuring safety, efficiency, and on-time flight handling.
• Ensure staff consistently follow company, airport and Transport Canada procedures and regulations.
• Coordinate daily ground operations and collaborate with baggage, RAMP, catering, grooming, fueling teams and Airport Dispatch.
• Weight and balance safety.
• Mentor and support team members to maintain performance and service standards.
• Bridge training
• Handle irregular operations such as delays, diversions or cancellations with clear communication between departments.
• Developed and delivered training programs for operational staff to enhance service quality and efficiency.
• Facilitated onboarding sessions, ensuring new hires quickly adapted to company culture and procedures.

• Maintained availability and organization of baggage carts inside and outside terminals.

• Led cross-functional IT teams to deliver high-quality software solutions on time.

• Monitoring performance and day-to-day operations, reporting on metrics

• Managing teams, setting clear team goals

• Assessing training needs and coaching employees

• Delegating tasks and setting deadlines for the internal team

• Understanding and analyzing customer's problems, finding appropriate and acceptable solutions

• Monitoring/handling escalations

• Helping in the development/implementation of web-based support initiatives, including knowledge bases, technical and modeling techniques, and documentation

• Updating documentation; compiling shift reports

• Responsible for handling B2B and B2C clients

• Conducting interviews with new candidates

• Assists the Project Managers in preparing project reports

• Creating the working schedule for the project

• Assists the Project Managers with the monitoring of the project plans

• Development of training programs

• Organization and conducting training for new employees

• Updating and editing training booklets

• Writing manuals for training

• Training plans development

• Additional training material preparation and creating presentations

• Conducting exams and intermediate tests

• Assisting new employees in their work

• Supporting Turkish Airlines passengers by phone (International line, Corporate line, Miles&Smiles members)

• Consulting Turkish Airlines passengers about ticket rules, baggage allowance, restrictions

• Selling new tickets by phone for adults, children, infants, disabled passengers, unaccompanied minors, stretchers

• Adding special requests in existing and new tickets (meal preferences, allergy requests, traveling with pets, wheelchairs, medical types of equipment, meet and assist, seat selection (including exit raw and legroom seats), sport types of equipment, music instruments, weapons)

• Voluntary and involuntary exchanging of the tickets

• Tickets refund (also for tickets issued with miles)

• Upgrading to business class, including upgrading using miles

• Personal banking services for existing individual VIP clients 24/7/365

• Creation of bank cards and customer accounts

• Assisted clients in banking activities (vacations, car rentals, childcare, hotel stays, etc.)

• Negotiating with potential wealthy client segment for transition to VIP service

• Direct sales of banking products and services to VIP customers

• Monitoring performance indicators of the department and implementation of planned indicators

• Monitoring the growth of the deposit portfolio

• Extension of loan portfolios and risk analysis for client credit line provisions

• Monitoring profitability of the branch, sending reports about branch budgeting

• Verification of documentation for VIP corporate business clients

• Monitoring and analyzing financial data to support the VIP client’s operations and decision making