Anna Ozmanova

• Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
• Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
• Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
• Kept detailed records of daily activities through Salesforce.
• Informed customers of promotions to increase sales productivity and volume.
• Mentored and on-boarded new hires by providing guidance on internal tools and daily workflows, despite being with the company for less than three months, demonstrating early trust and leadership potential.

• Provide support to partners, resolving product or system queries, processing new bookings and administration of existing bookings via phone and emails
• Investigate and resolve issues related to payments, invoices, commissions from property partners
• Resolve low to high complexity questions and queries, such as modifications to rooms, rates, and availability, extranet tooling and technically advanced requests
• Taking ownership for issue resolution, maintaining regular partner communication to update on progress and promptly escalating, as necessary; preparing comprehensive written record of all cases managed
• Analyze hotel performance metrics and provide recommendations for improvement.
• Proactive usage of Cisco and internal CRM system

SELT Exams Department for UK Visa and Immigration purposes

• Ensure that customer inquiries are dealt with in accordance with the performance and service standards as laid down by PeopleCert
• Ensure that all complaints and inquiries relating to the work are answered in accordance with set procedures and guidelines
• Monitor, delegate and answer all queues from inbound requests i.e
• Facilitated the transition of trainees from training to the production environment
• Work effectively in a team environment and liaise with other teams, to get the job done and reach the best possible results
• Carry out any reasonably allocated duties and tasks, relevant to the role and the scope of activities by applying a flexible & adaptable customer centric approach to serve

• Provided every customer with professional and polite support for sales and service needs
• Generated brand awareness and positive product impressions to increase sales
• Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention
• Submitted reports to senior management to aid in business decision-making and planning
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers