ANA BEREGOI
Brussels
Summary
Seasoned Air Executive with a proven track record at VIKING River Cruises, adept in reservations/ticketing and superior customer service. Spearheaded team leadership initiatives, enhancing customer satisfaction and operational efficiency. Skilled in MS Office Suite, bilingual, and committed to excellence, achieving a significant improvement in process optimization. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
13
13
years of professional experience
Work History
Air executive
VIKING River Cruises
London
08.2022 - 08.2023
- Handle air bookings within SABRE RED GDS ensuring best options are taken in line with cost effectiveness and itinerary requirements
- Work from GDS queues processing air-automation flight shells, ensuring correct bookings have been made
- Book and rebook flights where applicable
- Work from GDS queues processing flight cancellations, reissues, exchanges, refunds, amendments and schedule changes
- Issue flight e-tickets for different airlines from GDS 'Sabre Red'
- Make sure passengers are aware of any changes to their flight schedule and that the reservation system is updated to reflect changes
- Handle special flight requests e.g
- In-flight meal requests or wheelchair assistance
- Handle incoming calls from passengers who call in with general flight enquiries, or with queries relating to existing flight bookings, whilst delivering an exceptional customer experience on each call
- Liaise with airlines and consolidators where appropriate
- Communicate relevant flight information to other departments as required
- Liaise with passengers regarding their flight details when required, by phone or email
Reservation Agent
Gem Strathmore Hotel
London
11.2021 - 05.2022
- Executive various front-desk reservations tasks comprising of scheduling appointments and answering multiple phones
- Enable the seamless management of guest bookings and reservations
- Greeted and supported all guest with check-in and check-out processes while maintaining a positive attitude and friendly demeaner at the workplace
- Enhanced business reputation by providing a friendly and professional service to all hotel guests
- Ensured exceptional service delivery by responding to all guest inquiries and requests
- Help customers with planning and booking reservations for a hotel
- Processed all reservation requests, changes, and cancellations received by phone, fax or email
- Coordinated with front desk staff to maintain maximum occupancy.
- Resolved guest complaints by providing exceptional customer service.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Researched and resolved customer issues.
Passenger Service Agent, Reservations, Ticketing
ASC Cargo Handling Heathrow
London
08.2017 - 10.2021
- Carried out various functions of reservations, ticketing, passenger check-in, baggage weighting and check-in, seat assignment, and security-related asking
- Welcomed passengers, verified tickets, and delivered full boarding instructions to passengers
- Provide a wide range of baggage charges collection, acceptance, and carriage for check-in purposes
- Utilised a PA system to ensure the announcement of departures and changes to landings
- Delivered outstanding customer service by answering passenger queries prior to flight
- Checked passenger documentation for correct boarding pass and luggage bag issuing
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Provided clients with assistance in preparing required travel documents and forms.
- Demonstrated strong problem solving skills when dealing with difficult situations involving customers or personnel.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
Medical Receptionist
Private Medical Clinic
Richmond
11.2016 - 05.2017
- Played a vital role as the medical receptionist, providing high quality reception service to both healthcare staff and patients
- Conducted various office administrative duties such as scheduling new and follow-up appointments
- Assured the registration of new patients and updated records in accordance with practice procedure
- Promptly responded to any patient question via phone, email, and face-to-face communications while maintaining a professional, friendly, and calm environment
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Greeted and checked in patients, updating patient information in computer system.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Completed relevant insurance and other claim forms.
- Checked patients in and out for appointments and collected co-payments.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Scheduled patient appointments, verifying accuracy of appointment times with providers.
Store Manager
Costa Coffee
London
01.2016 - 09.2016
- Oversaw all day-to-day operations of the store to attain optimal results
- Provided expert advice, education, and guidance to customers on new menu planning
- Supervised the creation of a fair Rota for the staff
- Improved operational efficiency and achieved sales targets by training and directing a team of barista staff
- Identified, assessed, and resolved complex customer issues with full attention to detail
- Generated revenues, by up-selling special items based on customers preferences and taking orders
- Reorganised the sales floor to enhance visual merchandising displays and meet store needs
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Prepared staff work schedules and assigned team members to specific duties.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Assistant Manager
Costa Coffee
London
09.2015 - 12.2015
- Led a highly skilled team of 12 baristas to improve customer service and ensure the smooth running of the store
- Opened and closed the store by adhering to company policies and procedures
- Ensured the delivery of the best coffee experience to customer by coordinating all store operations
- Led the on-time delivery of all brands to ensure maximum customer satisfaction by implementing all relevant and food inspections, statutory and company standards, and health & safety checks
- Guaranteed 100% supply of items to a customer by managing stock control systems for food and consumables
Barista
Costa Coffee
London
02.2015 - 08.2015
- Held fully responsible for greetings customers, answering questions, and accepting orders and payments, updated customers regarding special items
- Led high-energy team efforts to set desired targets
- Always maintaining café cleanliness by executing all quality controls and food safety regulations
- Drove sales growth by packaging a variety of food and beverage items
- Sold coffee or tea blends and brewing equipment highlighting the differences between items and advising customers on various brewing methods
Assistant Statistics
Public Medical Institution
Chisinau
05.2010 - 02.2014
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Achieved cost-savings by developing functional solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
Education
Bachelor’ Degree - Business and Tourism Management
Anglia Ruskin University
London, UK07.2022
Medical Assistant -
National College of Medicine and Pharmacy Moldova
Chisinau, MoldovaSkills
- Reservations / Ticketing
- Superior Customer-Service
- Team Leadership
- Passenger Service Agent
- Inventory Management
- Process Improvement
- Appointment Scheduling
- Customer Satisfaction
- Public Speaking & Phones Etiquette
- Problem Solving
- MS Office Suite (Word, PowerPoint, Excel, & Outlook)
- Staff training
- Customer-oriented
- Operations management
- Bilingual
References
Excellent references available upon request
Languages
Romanian
First Language
English
Advanced (C1)
C1
Russian
Elementary (A2)
A2
Dutch
Beginner
A1
French
Beginner
A1
Timeline
Air executive
VIKING River Cruises
08.2022 - 08.2023
Reservation Agent
Gem Strathmore Hotel
11.2021 - 05.2022
Passenger Service Agent, Reservations, Ticketing
ASC Cargo Handling Heathrow
08.2017 - 10.2021
Medical Receptionist
Private Medical Clinic
11.2016 - 05.2017
Store Manager
Costa Coffee
01.2016 - 09.2016
Assistant Manager
Costa Coffee
09.2015 - 12.2015
Barista
Costa Coffee
02.2015 - 08.2015
Assistant Statistics
Public Medical Institution
05.2010 - 02.2014
Bachelor’ Degree - Business and Tourism Management
Anglia Ruskin University
Medical Assistant -
National College of Medicine and Pharmacy Moldova
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