Position: Account Manager
Category: Support
English level: fluent
Years of experience: 7


Air Transportation Engineer at Ukraine International Airlines, Kiev July 2016 — May 2020
• Knowledge and experience in the booking system (Amadeus)
• Analysis of customer inquiries and providing suggestions for the
development of service areas focused on customer needs.
• Coordination and interaction with outsourcing contact centers.
• Application of innovative IT solutions to improve the customer
experience and
• increase the CSC efficiency. Managed a successful on-boarding
experience for new customers by working to determine how to
best utilize features and functionality to best serve their business.
• Diagnosed, troubleshot, and worked to resolve service issues.
• Answered incoming customer support calls and created detailed
tickets to track and resolve issues.
• Provided exceptional computer and technology support to
organizations.

Shift Supervisor at Ukraine International Airlines, Kyiv at Ukraine
International Airlines, Kiev
June 2020 — November 2020
Identification, calculation and analysis of all types key performance
indicators of customer support center staff.
• Personnel development implementation (training plan development,
proposals for the company's personnel policy implementation,
motivation system development,etc.).
• Coordination and interaction with outsourcing contact centers.
• Application of innovative IT solutions to improve the customer
experience and
increase the customer support efficiency.
• Creating and maintaining an atmosphere of enthusiasm, team spirit,
forming in employees a sense of involvement in the whole company
work.

2 Level Technical Support Engineer at Amadeus, Kiev
October 2021 — Present
• Performed remote troubleshooting using diagnostic techniques
and relevant questions.
• Worked with customers to determine and implement the best
solutions for their issues.
• Provided accurate information on IT products and services.
• Identified and suggested helpful improvements in procedures.
• Performed follow-up calls and visits and updated customer
statuses and information.
• Responded to Amadeus customers questions concerning
Amadeus Products and Solutions (functionality, application,
interactions between different solution com