Maryna Shapovalova
Dubai,UAE
Summary
Dedicated and detail-oriented professional with extensive skills in airline operations, customer service, and premium cabin training. Demonstrates a positive attitude, effective communication abilities, and efficient conflict resolution management. Known for anticipation planning, fast learning, and being an organised team player committed to delivering exceptional service.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Cabin crew member
Emirates Airlines
Dubai, UAE
06.2018 - Current
- Providing clear understanding of usage of safety equipment and ensuring safety presentations to customers.
- Promoting safety, comfort and welfare of customers.
- Complying with all airline and national aviation regulations to ensure that complete safety and security procedures are met.
- Attending customers questions/requests and efficiently providing solutions to issues arising during flights.
- Inspecting interior of an aircraft prior to, during and after flights to make sure emergency equipment is in place.
- Providing inflight dining services in premium cabin of business class customers and accommodating detailed information on in-flight offerings to customers.
- Maintaining high standards of cleanliness and personal appearance, promoting sense of professionalism and customers confidence in crew.
- Increasing customers satisfaction by promptly answering questions and requests and providing solutions to issues arising during flights.
- Maintaining firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
- Attending training in customer service, workshops, webinars, e-learnings, conflict resolution tactics and safety procedures to remain updated with new requirements and procedures.
Tour guide
Odeon Tour
Dubai, UAE
01.2018 - 05.2018
- Providing arrival and departure service for guests.
- Conducting an audit for hotel bookings and touristic excursions.
- Affiliation with transport companies for on-time pick-up and drop off.
- Developing and executing detailed itineraries to guests.
- Escorting guests to wineries, restaurants and hotels to promote food tours and culinary experience.
- Addressing enquiries, issues and concerns of guests.
Tourism manager
Odeon Tour
Alanya, Turkey
01.2017 - 12.2017
- Conduct workshops and training for new joiners and existing employees.
- Create presentations about history of Turkey and Alanya region.
- Compose texts of programs: arrival speech, detailed tours, itinerary schedules.
- Manage basic phycological courses for employees for better engagement and communication with guests.
- Develop and implement feedback systems for guides to continuously improve their performance based on tourist experiences.
- Launching survey system upon departure about overall experience and collecting data for future enhancement.
- Create criteria for evaluating guide performance and offer constructive feedback for improvement.
- Establishing standards for hospitality services provided by the organisation.
- Conducting regular inspections at tourist sites ensuring safety standards were met.
- Maintaining strong working relationships with colleagues and senior management.
- Creating safe working protocols and assessed employee capability levels to keep all staff safe.
Personal assistant to the head of law department
Luhansk National University of Taras Shevchenko
Starobilsk, Ukraine
09.2016 - 02.2017
- Processing mail, email and phone enquiries, minimizing correspondence backlogs.
- Organizing personal and professional calendars, supplying timely reminders of upcoming meetings and events.
- Drafting correspondence, compiled reports and prepared presentations with keen attention to detail.
- Collaborating with admin teams, human resources and finance department on special projects.
- Documenting data and storing important records on database.
- Composing and submitting reports to manager.
- Facilitated internal and external correspondence for management.
- Maximizing team productivity by maintaining adequate levels of office supplies.
- Operating multi-line phone systems, handling high volume of calls daily.
Education
Master's degree - IT technologies and documentation
Luhansk National University of Taras Shevchenko
Ukraine 09.2013 - 06.2016
Master's degree - Secondary education, Teacher of secondary education establishments, Lecturer English language,
Luhansk National University of Taras Shevchenko
Ukraine 09.2016 - 01.2018
Skills
- Airline operations
- Customer service
- Premium cabin training
- Positive attitude
- Effective and clear oral and written communication
- Dedicated team player
- Efficient conflict resolution management
- Anticipation planning
- Fast learning
- Accurate and detailed
- Organized
Languages
English
Fluent
Russian
Native
Ukrainian
Native
Certification
CERTIFICATE Series KT 17#000146
Shapovalova Maryna in 2017 has completed courses on tourism of State Insitution "Luhansk Taras Shevchenko National University" according to 150-hours curriculum (5 ECTS).
Timeline
Cabin crew member
Emirates Airlines
06.2018 - Current
Tour guide
Odeon Tour
01.2018 - 05.2018
Tourism manager
Odeon Tour
01.2017 - 12.2017
Personal assistant to the head of law department
Luhansk National University of Taras Shevchenko
09.2016 - 02.2017
Master's degree - Secondary education, Teacher of secondary education establishments, Lecturer English language,
Luhansk National University of Taras Shevchenko
09.2016 - 01.2018
Master's degree - IT technologies and documentation
Luhansk National University of Taras Shevchenko
09.2013 - 06.2016
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