Microsoft Office
Tsvetelina Kirova
Varna
Summary
Knowledgeable Ticketing Agent adept at making reservations, solving booking issues and providing exceptional support to customers. Well-organized with excellent multitasking, time management and communication skills.
Overview
1
1
year of post-secondary education
Work History
Ticketing Agent
Premier Tours Global
04.2024 - Current
- Management of individual and group air ticket requests.
- Work and help support with network from Non- IATA accredited agents.
- Provision of customer support for our inhouse b2b tool.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Resolved customer complaints by offering solutions and escalating issues when necessary.
- Ensured timely resolution of any discrepancies found within booking systems, maintaining accurate records for future reference and analysis.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Working with GDS - Sabre, Amadeus.
- Input customer reservations, payment sources,changes,refunds and issuing tickets and contact details into Sabre system.
- Working with online systems of Lufthansa and Aegean Airlines.
Administrator Corporate Clients, KYC, KYT
KBC GROUP LTD
- Investigation of Ultimate beneficial owners , KYC Department
- Managing and updating corporate clients accounts.
- Terminating procedure through special documents of the Ultimate Beneficial Owners of Corporations and Non Profit Organization
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Sending reminders to the branches, complete on-time deadlines and reports
- Updating data to the corporate clients and double processing for accounts
- Performing tasks in line with the established SLA (Service Level Agreement)
- Communicating in accordance with the agreed instructions
- Full, accurate and on time follow-up of personal tasks
- Working in a strong team, in a spirit of efficient cooperation and back-up functioning
- Striving for continuous improvement, pointing out recurrent mistakes and problems, participating in operational team meetings/huddles.
AML Investigatigator - department KYT
KBC Group
- Research, analyze, and investigate high risk customer/commercial account behavior for potential Money Laundering or Terrorist Financing related suspicious activity in accordance with Bank policies and procedures
- Verifying customer risk rating in Bank systems
- Performing transactional review and analysis
- Retrieving and Reviewing customer documents (onboarding documents, check images, etc) from Bank systems to support case
- Using industry-standard AML tools including, Norkom, WorldCheck and various Case Management tools
- Monitoring of customer activities and ensuring on time the transactions which are considered as suspicious
- Efficient reporting of suspicious transaction and behavior of the client
- Staying current with money laundering and terrorist financing legislation, issues policies, regulations, criminal convictions used for Judicial and Police requests
- Setting, identifying and understanding effective procedures and measures to prevent risk of AML
- Performing fraud checks for high risk customers
- Reviewing and signing-off of Customer AML Documentation.
Onboarding corporate client - deparment KYC
- Processing the incoming requests to onboard and update new customers
- Checking whether the received document of the client is valid
- Interpreting the received document, and verification if the info of the document matches the info in our systems
- Communicating on a regular base with colleagues in Belgium and the customers via email
- Responding to questions with other parties (2nd line), request for input in case of open items.
Airline Representative Supervision and Ticketing Agent
SYNAIRGIA TRAVEL LTD VARNA AIRPORT / PARTNERS OF WIZZ AIR
- Detailed research before each flight through the special reservation software Navitaire/SkySpeed/Amadeus
- Assistance to check-in agents and passengers during check-in and boarding to the aircraft and strict compliance with the rules and the policy of the airline, especially Wizz Air, Enter Air.
- Collection of airport taxes for extra luggage, boarding passes and payments from the passengers for every flight.
- Sale of airline tickets and provision of all necessary information for the flights and restrictions for all countries.
- Reporting of the collected funds at the end of the working day.
- Assistance and detailed information to the clients of the company in case of any questions and issues.
- Keeping e-mail correspondence and monitoring the company mail
- Follow the information in the official websites of the airlines.
- Importing all fees and documents in Skyspeed , Navitaire Accounts of Wizz Air.
Hotel Receptionist
Galeria Tour LTD
- Registration and providing the necessary assistance to the guests; Reservations, assistance in changing or cancelling hotel reservations; Reservations for additional tourist services - rental cars, transfers, excursions, etc
- Correct and timely filling of the registers and accurate recording of the data from the identity documents of the registered guests; Monitoring the room release schedule; Charging, tracking and closing accounts for basic and additional services; Preparation of reports and accounting of cash availability; Maintaining contact and providing information to other units in the hotel; Accepting phone calls, requests and informing guests about additional services offered; Taking care of the guests' comfortable and pleasant stay;
Hotel receptionist assistant
Hoteles Lopes Playa Blanca
- Help other departments, such as food and maintenance Reception and accommodation of hotel guests; Registration and providing the necessary assistance to the guests; Reservations, assistance in changing or canceling hotel reservations; Correct and timely filling of registers; Monitoring the room release schedule; Charging, tracking and closing accounts, issuing invoices for basic and additional services; Preparation of reports and accounting of cash availability; Maintaining contact and providing information to other units in the hotel; Answering phone calls, conducting email correspondence for requests and informing guests about additional services offered
Hair Salon Receptionist
Vision R
- Warmly greet clients, walk them to the proper beauty station and inform assigned beauticians of their arrival book and confirm appointments via phone and email Process transactions (cash and credit cards) and issue receipts Offer beverages and chat with clients who are in the waiting area Welcome walk-ins, answer questions about services and schedule appointments based on availability Inform clients about new services and discounts Cross-sell services and products when appropriate (e.g
- Through informative brochures and gift cards) Update client records with contact and billing details, appointments and services offered Manage our call center Maintain a tidy reception area Order business cards, brochures and stationery as needed
Administrator Logistic Office
PETRONIK GROUP LTD
- Receives, transmits and processes shipments from customers in the office of the commercial representation; Accepts and makes payments related to courier services, issues the necessary documents; Forms the invoices for the shipments, according to the orders of the customers, activity reporting through specialized software; Advises customers in the selection of services and options for shipments and cargo, which are offered by Econt Express Ltd; Monitors and is responsible for the correct and safe reception and transportation of shipments between the customer and the warehouse; Carries out loading and unloading activities, distributes and groups shipments by direction, as well as participates in audits; Works with specialized software and warehouse equipment.
Administrator Logistic Office
BAUMARK LTD
- Receives, transmits and processes shipments from customers in the office of the commercial representation; Accepts and makes payments related to courier services, issues the necessary documents; Forms the invoices for the shipments, according to the orders of the customers, activity reporting through specialized software; Advises customers in the selection of services and options for shipments and cargo, which are offered by Econt Express Ltd; Monitors and is responsible for the correct and safe reception and transportation of shipments between the customer and the warehouse; Carries out loading and unloading activities, distributes and groups shipments by direction, as well as participates in audits; Works with specialized software and warehouse equipment.
Education
Master International Tourism Management -
Economical University of Varna
11.2010 - 05.2011
Skills
Customer Service support
Administrative Support
Attention to Detail
Recordkeeping and File Management
Documentation And Reporting
Mail handling
Data Confidentiality
Personable and Approachable
Personal Information
- Place of Birth: Varna
- Date of Birth: 07/04/91
- Gender: Female
- Nationality: Bulgaria
- Driving License: B
Software
Clock Evolution
E-commerce
Open-cart
Netreveal
CCM
IBM Electronic Service Agent
NC
Sky Speed Booking System
Navitaire by Amadeus reservation system
Sabre
Amadeus
Languages
Bulgarian
Native language
English
Upper intermediate
B2
Spanish
Intermediate
B1
Timeline
Ticketing Agent
Premier Tours Global
04.2024 - Current
Master International Tourism Management -
Economical University of Varna
11.2010 - 05.2011
Administrator Corporate Clients, KYC, KYT
KBC GROUP LTD
AML Investigatigator - department KYT
KBC Group
Onboarding corporate client - deparment KYC
Airline Representative Supervision and Ticketing Agent
SYNAIRGIA TRAVEL LTD VARNA AIRPORT / PARTNERS OF WIZZ AIR
Hotel Receptionist
Galeria Tour LTD
Hotel receptionist assistant
Hoteles Lopes Playa Blanca
Hair Salon Receptionist
Vision R
Administrator Logistic Office
PETRONIK GROUP LTD
Administrator Logistic Office
BAUMARK LTD
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