Radoslava Szczepanska
London,United Kingdom
Summary
A hardworking and reliable person with a diverse range of office, organisation, and client handling experience, with can-do attitude and relevant skills. Adept at analyzing complex situations and finding creative solutions to challenging problems.
Good communicator with proven inter personal skills and used to working in the team whilst also being capable of using own initiative. Skilled in dealing with problems in a resourceful manner and negotiating to achieve beneficial agreement. Always being enthusiastic to learn and undertake new challenges.
Overview
10
10
years of professional experience
Work history
Senior Sales and Service Travel Consultant
Emirates Holidays
London, UK
03.2023 - 06.2025
- Sales and Customer service handling over 40 customer calls per day
- Upselling of Flights, Rooms, Meal plans, Multi-canters, Excursions, Static Tours and Tailormade itineraries and Tours
- Handling all delegated work by Team Leaders to do with any Sales, Service or Tailormade matters and ad hoc work which could include reports handling
- Monitoring & Handing all Salesforce Inboxes (Sales & Service) Correspondence within enquired SLAs
- Effectively communicating with customers to leverage brand values, generate repeat business and work to very high standards of customer service delivery to ensure all KPIs are achieved
- Forming valuable relationships with customers whilst leveraging Emirates brand values to ensure repeat business and creation of direct customer database
- Interacting and effectively communicating with host of third-party suppliers to complete sale or service requirement for customers
- Dealing with sudden disruptions such as Force Majeure or other types of crisis situations including, but not limited to cancellation situations pre or post departure
- Multi-tasking in fast-paced Sales and Service environment
- Part of Task Force team during disruptions
- Assisting Travel Consultants with daily tasks
- Assisting with training for new employees
Travel Consultant
Emirates Holidays
London, UK
12.2022 - 02.2023
- Supporting customers and travel agent partners after sales for any amendment on bookings such as upgrades of Flights, Rooms, Meal plans, Excursions, changing dates of holidays as well as destinations over phone and emails
- Working collaboratively with suppliers
- Supporting Ticketing team
- Handling Salesforce emails
- Working closely and supporting Team leaders
- Supporting customer during disruptions and any equerries
- Streamlined booking procedures, improving operational efficiency.
- Resolved customer complaints promptly ensuring high levels of satisfaction.
- Offered personalised travel advice for enhanced holiday experiences.
- Improved overall service quality through continuous feedback analysis.
Customer Service Agent
DHL Services Ltd (EasyJet Contract)
Gatwick
04.2018 - 11.2022
- Processing customers for check in and boarding
- Processing customers using manual and automated systems
- Assisting customers during disruption
- Ensuring Aircraft's safety and departure on time
- Ensure compliance in both airline and airport policies
- Validating customers documentation for travel
- Airline system trained
- Maintained high standards of professionalism whilst dealing with complex situations.
Admin Assistant / Recruitment
Busy Hands Cleaners
London
11.2017 - 04.2018
- Providing background checks and Employment checks
- Interviewing and recruiting new staff
- Helping with allocating new jobs for new cleaners
- Keeping records of employees in dates
- Assisting with creating new rosters
- Meeting with new potential clients
- Dealing with phone calls and administrations tasks
- Creating new adverb jobs online
- Collaborated with HR officers during recruitment process to streamline candidate screening.
- Contributed to team effort by accomplishing related results as needed.
Customer Service Agent
Menzies Aviation
Gatwick
04.2017 - 11.2017
- Providing customer services
- Assisting customers with disruption
- Performed check in and boarding over 1000 customers per day
- Ensuring aircraft safety and departure on time
- Validating customers documentation
Administrative Assistant / Cash Office
Sainsbury’s Ltd
London
11.2015 - 04.2017
- Assisting Commercial Manager on daily basis
- Daily Cash handling and balancing accounts
- Weekly balancing tills and self-service tills
- Assisting Commercial manager with audits
- Dealing with cash discrepancy and assisting with investigations
- Daily balancing cash machines
- Ensuring all commercial orders including cash orders are placed in timely manner
- Ensuring stock price labels are updated monthly – in line with database system and current market values
- Completing register cash up daily
- Dealing with all incoming and outgoing calls to large department store
- Daily store walk ensuring all labels are correct and on place
Education
A-levels - Accounting, Custom, German language
Secondary School of Transportation
Slovakia05.2005
Master Degree - Air Traffic Management
Technical University Faculty of Aeronautics
Slovakia2010
Online Certificate - Social Media Marketing
Online Via Social Media
LondonSkills
- Excellent verbal and written communication skills
- People skills
- Problem solving skills
- High attention to details
- Strong organizational skills
- Proficient in MS office application
- Strong internal systems literacy
- Excellent customer service and sales skills
- Time management
- Teamwork
- Critical thinking
- Ability to work under pressure and to deadlines
- Ability to interact and effectively communicate with host of third party suppliers
- Salesforce software usage
- Double-Entry bookkeeping
- Deadline compliance
- Invoice processing
- Social media marketing
- Customer Service
- Sales techniques
Custom
I am a social and outgoing person. I like continuously educating myself and not afraid of any challenges. I love reading and spending time with my family.
Languages
English, Slovak, Polish, Czech
Native
Timeline
Senior Sales and Service Travel Consultant
Emirates Holidays
03.2023 - 06.2025
Travel Consultant
Emirates Holidays
12.2022 - 02.2023
Customer Service Agent
DHL Services Ltd (EasyJet Contract)
04.2018 - 11.2022
Admin Assistant / Recruitment
Busy Hands Cleaners
11.2017 - 04.2018
Customer Service Agent
Menzies Aviation
04.2017 - 11.2017
Administrative Assistant / Cash Office
Sainsbury’s Ltd
11.2015 - 04.2017
Master Degree - Air Traffic Management
Technical University Faculty of Aeronautics
Online Certificate - Social Media Marketing
Online Via Social Media
A-levels - Accounting, Custom, German language
Secondary School of Transportation
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