Zhasmina Manolova
Veterinary Medicine Graduate
Varna
Summary
Professional with high standards and results-driven mindset. Experienced in customer service within high-pressure environments. Skilled in resolving issues, managing schedules, and ensuring smooth operations. Strong focus on team collaboration and adaptability to changing needs. Known for reliability and effective communication.
Overview
1
1
years of professional experience
3
3
Languages
Work History
Airport Customer Service Agent
Fraport Twin Star Airport Management AD
07.2022 - 09.2022
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Provided follow through on all calls with confirmations and dissemination of requested information.
AIRPORT INFORMATION ASSISTANT
Fraport Twin Star Airport Management AD
08.2021 - 09.2021
- Give out flight information
- Direct passengers around the airport
- Answer telephone and online enquiries
- Kept reception space tidy and professional to welcome visitors
- Make announcements on the public address system
- Handle complaints
- Update and monitor flight information systems
CUSTOMER SERVICE ASSISTANT
Sitel Bulgaria EOOD
01.2020 - 09.2020
- Provide help to customers by offering advice whenever necessary
- Resolve issues and complaints from clients by providing them with appropriate information
- May be responsible for handling payments and ad, playing a part in various events and customer promotions
- Sell products
- Collect payment for services; give refunds when necessary
- Provided positive customer experiences and enhanced brand reputation through attentive, helpful service
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
- Monitored email to promptly collect and respond to complaints
- Handled high-volume telephone calls to address and resolve customer queries
- Referred customers to team leaders and expert advisers for complex inquiries
- Listened to individual complaints with open mind and asked detailed questions to understand issues
- Gave out information and advice about available options
HOTEL ADMINISTRATOR
Riviera AD
07.2019 - 09.2019
- Managing a reception area
- Being the main point of contact for personnel within the company and external parties
- Greeting clients and customers and fielding enquiries in person or by phone
- Managing the correspondence and communications of the organisation such as phone calls, post and emails
- Bookkeeping, record-keeping or data entry into financial, personnel and legal databases and records
- Operation and basic troubleshooting of office equipment like printers and computers
- Maintained professional demeanour in all customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach
- Actioned customer feedback to improve hotel services and facilities
- Established clear communication channels between all departments, fostering a cohesive and efficient work environment for all staff members.
- Facilitated smooth event coordination by working closely with clients on their requirements and preferences for successful functions within the hotel premises.
- Collaborated with maintenance teams to address any technical issues or repairs promptly, minimizing disruptions to guests'' experiences.
Education
Master of Veterinary Medicine-Coursework Completed - Veterinary medicine
Trakia University
Stara Zagora 04.2001 -
High School Diploma -
Fifth Language School 'Johan Exarch'
Varna 04.2001 -
Skills
Multitasking and prioritization
Schedule management
Microsoft Office
Documentation and reporting
Deadline-orientated
Customer service orientation
Prioritizing patients
Additional Information
LANGUAGES:
- German: Full Professional Proficiency (C1 level – DSD I & DSD II Certifications)
- English: Professional Working Proficiency (B2 level)
- Bulgarian: Native
CORE SKILLS & COMPETENCIES:
- Administrative & Digital: Advanced Microsoft Office Suite, Document Preparation & Reporting, Schedule Management.
- Operational: High-level Multitasking, Deadline-Oriented Execution, Conflict Resolution.
- Professional Ethics: Patient Care Advocacy, Ethical Decision-Making, Protocol Adherence.
- Driving and Mobility: Valid Driving License (Category B)
ADDITIONAL EXPERIENCE & INTERESTS:
- Specialized Veterinary Interests: Deep interest in the clinical management and welfare of Exotic Patients.
- Creative Pursuits: Long-term experience in Contemporary Dance, which has developed strong discipline and physical coordination.
- Writing & Communication: Passionate about creative and analytical writing as a hobby, fostering excellent verbal and written expression.
Timeline
Airport Customer Service Agent
Fraport Twin Star Airport Management AD
07.2022 - 09.2022
AIRPORT INFORMATION ASSISTANT
Fraport Twin Star Airport Management AD
08.2021 - 09.2021
CUSTOMER SERVICE ASSISTANT
Sitel Bulgaria EOOD
01.2020 - 09.2020
HOTEL ADMINISTRATOR
Riviera AD
07.2019 - 09.2019
Master of Veterinary Medicine-Coursework Completed - Veterinary medicine
Trakia University
04.2001 -
High School Diploma -
Fifth Language School 'Johan Exarch'
04.2001 -