Health and well-being
JULIA SHEVCHENKO
CUSTOMER CARE SPECIALIST
Málaga Capital
Summary
Passionate about living a sustainable and supportive lifestyle, always seeking new challenges to evolve personally and professionally. Known for contagious motivation and energy, thrives on innovation and continuous improvement. Natural ability to learn quickly and adapt effectively to any situation.
Overview
9
9
years of professional experience
2018
2018
years of post-secondary education
5
5
Languages
Work History
Guest Experience Manager
Only YOU Hotels
Málaga
10.2023 - 05.2025
- Created emotional connections and unique experience across different destinations.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Welcome Desk Agent
Only YOU Hotels
Málaga
09.2021 - 09.2023
- Proactively anticipated guest needs, offering assistance before being asked and improving overall satisfaction rates.
- Improved communication between departments by relaying important guest information in a timely manner.
- Provided exceptional concierge services, coordinating travel arrangements and local activity bookings for guests.
Mystery Shopper
Take A Tip
05.2017 - 12.2023
- Evaluated employee performance through discreet interactions, assessing their knowledge, professionalism, and problem-solving skills.
- Completed comprehensive reports outlining findings from mystery shopping visits to provide actionable insights for clients.
- Enhanced customer service quality by conducting thorough evaluations and providing constructive feedback to businesses.
Front Desk Agent
EasyHotel
09.2020 - 07.2021
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Internship
Convention Bureau City Council of Malaga
02.2019 - 04.2019
- Database updating and organization.
- Content creation and design of th visitor application and fot he Quality Department.
- Collaboration on the City´s bid to attract major conferences.
- Participation in familiarization trips with travel agency management.
Sales Assistant
PromoCaixa
06.2018 - 01.2020
- Promotion and sales of high-end electronics and home products.
- Customer financing processing to achieve monthly sales targets.
- Event supervision for in-store promotions.
- Experience serving Premier Bank clients.
- Product launch training with brands as Samsung, Smeg, iRobot, Rowenta
Front Desk Agent
Private Property
Malaga
07.2016 - 12.2016
- Customer service, reservation management, reception, guest assistance, payment processing.
Education
Bachelor´s Degree in Tourism -
Universidad De Málaga
Málaga 09.2016 - 09.2019
Bachelor´s Degree in Tourism -
Universidad Complutense De Madrid
MadridSkills
- Original idea generation
- Strong commitment
- Proficient in managing multiple tasks
- Problem-solving skills
- Customer service expertise
- Exceptional communication
- Teamwork and collaboration
- Analytical problem resolution
- Adaptability to change
Personal Information
Date of Birth: 05/17/96
Interests
Basketball
Gastronomy
Timeline
Guest Experience Manager
Only YOU Hotels
10.2023 - 05.2025
Welcome Desk Agent
Only YOU Hotels
09.2021 - 09.2023
Front Desk Agent
EasyHotel
09.2020 - 07.2021
Internship
Convention Bureau City Council of Malaga
02.2019 - 04.2019
Sales Assistant
PromoCaixa
06.2018 - 01.2020
Mystery Shopper
Take A Tip
05.2017 - 12.2023
Bachelor´s Degree in Tourism -
Universidad De Málaga
09.2016 - 09.2019
Front Desk Agent
Private Property
07.2016 - 12.2016
Bachelor´s Degree in Tourism -
Universidad Complutense De Madrid
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