Anastasiia Sharova
Summary
Organized and dependable candidate successful at managing multiple priorities, detail-oriented team player.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Support Analyst-Reservation and Ticketing
Amadeus IT Group
03.2019 - Current
- Support on the portal as 2nd level support (issues related to Ticketing, Payment, Queues, PNR, Profiles, Amadeus Quick Connect (AQC), NDC, Extended Air Choice (EAC), ATC Shopper White Label , Unused E-ticket Tracking Report for Electronic Ticketing (UETTR), Pyton, Offers, PNR Access Manager (PAM), Light ticketing, Amadeus Traveler Alert Notifier (ATAN),AIR Rail) : investigating the problem based on the logs and related documentation, providing the clarification / the root cause of the reported issue and a workaround to resolve the issue
- Collaboration with internal teams (R&D, AM, PM, SMCGO) and airlines
- Enhanced customer satisfaction by providing timely and accurate solutions to technical/functional issues
- Part of the Tutors program for product ATC Shopper WL
Customer Support Analyst / Complex Solution Team
Amadeus IT Group
05.2020 - 06.2021
- Support for OLTA (online travel agencies) customers with Webservice solutions(issues related to Ticketing,Payment, Master Pricer, Hotels, AIR files, Business Management Platform (BMP)
- Served as an escalation point for urgent or complicated cases, applying expertise to address critical issues effectively.
- Managed high-volume support queues, prioritizing cases based on urgency and impact.
Trainer / Learning Services
Amadeus IT Group
04.2020 - 06.2021
- Training for travel agencies (Ukrainian market) according to a standard program and special requests according to the needs of travel agencies
- Develop customized training materials, ensuring relevance to the target audience.
- Conducting comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Monitoring participant workflow and behaviors throughout the training process.
- Updating the machine translation of training materials into Ukrainian
Customer Support Analyst / Help Desk / ACSC Team
Amadeus IT Group
08.2015 - 04.2020
- Support customers on the phone and portal, providing support services (Selling Platform Classic, Selling Platform Connect, Business ManagementPlatform, Amadeus Rail, AeTM, Amadeus Symphony Corporate etc. )
- Collaboration with internal teams and airlines
- Streamlined support processes for increased efficiency and reduced response times.
Group Department /Group Reservation Sales Agent
KLM Royal Dutch Airlines
03.2007 - 07.2015
- Booking of groups as per the request from direct clients, travel agencies and corporate clients (research of route and applicable fares, issuance, voluntary/involuntary changes, booking of special services etc.)
- Streamlined the reservations process for improved customer satisfaction and increased repeat bookings.
- Maintained accurate records of all group reservations, ensuring efficient communication between departments.
- Built strong relationships with clients by providing exceptional service and anticipating their needs during the booking process.
- Provided clear instructions to guests regarding payment requirements, cancellation policies, and other pertinent information, minimizing misunderstandings and disputes.
- Signing of agreements
- Deposits/penalties/payment tracking
- Monthly reporting
City Ticket Office /Reservation Sales Agent
KLM Royal Dutch Airlines
02.2006 - 03.2007
- Boosted customer satisfaction by efficiently managing reservation inquiries and accurately booking travel arrangements.
- Accompaniment of reservations (date change, booking of special requests, etc.)
- Service for frequent flyer (FF) passengers
Sales Supervisor
Via Kiev Lufthansa City Center
11.2005 - 02.2006
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Booking/selling of air tickets and hotels worldwide, etc.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
Sales Agent
Via Kiev Lufthansa City Center
03.2005 - 10.2005
- International/domestic air tickets retail booking and selling (manual/automatic issuance using “Amadeus”, “Sirena”)
- Negotiating with air companies (group fares, etc.)
- Hotel and car reservations ( GDS “Amadeus”)
- Working with corporate clients, etc.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Increased sales and customer satisfaction through personalized servicing.
Head of Corporate Department
Universal Flights Sales Agency
11.2004 - 03.2005
- Worked well in a team setting, providing support and guidance.
- Coordination of the department’s functioning
- Staff consulting concerning airfare usage and ticket issuance
- Work with corporate clients, drawing of corporate contracts
- Negotiating with air companies for corporate clients’ special fares
- Creating orders for group reservations and VIP services
- Working out of tender proposals
- Solution of conflict situations with customers
- Booking/selling of air tickets and hotels worldwide
- Maintaining the agency’s internal report system “ Tour Express” for daily agent’s sales reports, etc.
Sales Agent
Universal Flights Sales Agency
11.2000 - 10.2004
- International/domestic air tickets retail booking and selling (manual/automatic issuance using “Amadeus”, “Sirena”, “Gabriel”)
- Negotiating with air companies (group fares, etc.)
- Hotel and car reservations (GDS “Amadeus”).
Education
Bachelor of Economy - Banking
International University of The Finance
2002
M.D. - Thermal Processing of Metals
National Technical University of Ukraine "KPI"
2000
Skills
- Problem-Solving
- Report Preparation
- Customer Service
- Time Management
- Data Analysis
- Communication
- Attention to Detail
- Emotional Intelligence
- Easily Adaptable
- Product Knowledge
Certification
Diploma IATA / UFTAA foundation course / International Air Transport Association (IATA) / 2003
Personal Effectiveness - KLM Royal Dutch Airlines / 2006
Altea Reservations and Ticketing Expert - KLM Royal Dutch Airlines / 2007
Jump In & LCC Basics Training Course - Lufthansa City Center / 2005
Amadeus Central Ticketing Course - Amadeus / 2005
Amadeus Vista - Amadeus / 2005
Hotel and Car reservations - Amadeus / 2000
Languages
Ukrainian, Russian
Native language
English
Upper intermediate
B2
Timeline
Customer Support Analyst / Complex Solution Team
Amadeus IT Group
05.2020 - 06.2021
Trainer / Learning Services
Amadeus IT Group
04.2020 - 06.2021
Customer Support Analyst-Reservation and Ticketing
Amadeus IT Group
03.2019 - Current
Customer Support Analyst / Help Desk / ACSC Team
Amadeus IT Group
08.2015 - 04.2020
Group Department /Group Reservation Sales Agent
KLM Royal Dutch Airlines
03.2007 - 07.2015
City Ticket Office /Reservation Sales Agent
KLM Royal Dutch Airlines
02.2006 - 03.2007
Sales Supervisor
Via Kiev Lufthansa City Center
11.2005 - 02.2006
Sales Agent
Via Kiev Lufthansa City Center
03.2005 - 10.2005
Head of Corporate Department
Universal Flights Sales Agency
11.2004 - 03.2005
Sales Agent
Universal Flights Sales Agency
11.2000 - 10.2004
Bachelor of Economy - Banking
International University of The Finance
M.D. - Thermal Processing of Metals
National Technical University of Ukraine "KPI"
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