Summary
Overview
Work history
Education
Skills
Languages
Certification
Affiliations
Fam trips
Timeline
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Sofia Isakova

Sofia Isakova

Redditch,Worcestershire

Summary

Customer-focused travel professional versed in current industry practices and desirable destinations. Focused on delivering first-class experiences for variety of budgets and preferences. Reliable in maintaining organised records and preparing necessary paperwork.

Overview

14
14
years of professional experience
1
1
Certification

Work history

Travel agent

Fly&Joy ltd
Redditch, Worcestershire
05.2024 - Current
  • Verified customer passports and documentation to travel.
  • Resolved complaints, cancellations and refunds with mutually beneficial solutions.
  • Advised customers on specific visa and passport requirements.
  • Accommodated client requests for customisations or modifications as best as possible.
  • Prepared comprehensive travel itineraries using accessible formats for customers.
  • Used destination knowledge to enhance customer trips with local recommendations.
  • Maintained up-to-date knowledge of global destinations, enhancing service delivery.
  • Enhanced customer satisfaction by providing accurate travel advice and recommendations.
  • Offered 24 and 7 support to travellers, alleviating stress during emergencies.

Travel agent

Poehali s nami
Odessa
11.2016 - 03.2020
  • Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
  • Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Established a base of loyal clientele due to excellent listening and research skills and a keen understanding of travel budgets.
  • Asked open-ended questions to best understand client needs and determine the best travel offerings.
  • Planned and coordinated all travel for clients based on budgets, departure times and travel needs.
  • Handled travel arrangements for groups, couples, executives and special needs clients.
  • Organised all holiday matters from beginning to end, including booking tickets and accommodation and securing rental transportation.
  • Developed travel itineraries for clients based on budgets and client needs.
  • Ensured high-level guest service by going above and beyond to achieve client needs and resolve issues.
  • Informed clients regarding travel costs and collected deposits and balance to serve as payment for services.
  • Attended webinars, conferences and other educational programmes to network with industry leaders.
  • Organised and printed travel dates, schedule and airline information to present detailed itinerary to customers.
  • Showcased pictures and videos to provide destination, activities and attraction recommendations to cater to ideal needs of customers.
  • Was involved in promoting the travel agency on social networks.
  • Worked in the company's CRM system.
  • Helped clients obtain visas and issued insurances.

Air ticket agent

Tantal tour
Odessa
02.2012 - 06.2013
  • Advised customers regarding flight enquiries, checking availability and confirming reservations.
  • Assisted customers with finding favourable rates for desired reservation dates, times and locations.
  • Secured bookings through phone, email and messengers, using expert service knowledge.
  • Issued tickets, made validations, changes, refunds in GDS Amadeus system.
  • Helped clients obtain visas to the requested countries.
  • Issued travel insurances.

Internship as an air ticket agent

Acun International
Odessa
07.2011 - 11.2011
  • Booked and issued air tickets.
  • Receieved incoming requests via phone, email, fax.
  • Provided information about flight schedules, seat availability, favorable rates, and special offers from airlines.

Education

Master degree - Organisation management

International Humanitarian University
Ukraine, Odessa
04.2001 -

Skills

  • Regulations and compliance
  • Special needs assistance
  • Customer service
  • International reservations
  • Stress management
  • Administrative support
  • Mentoring and training
  • Itinerary planning
  • Team leadership
  • Interpersonal skills
  • Relationship management
  • Travel arrangements
  • Business travel expertise
  • Financial acumen
  • Negotiation skills

Languages

Russian, Ukrainian
Native language
English
Upper intermediate

Certification

  • Amadeus Ukraine Central System Course (ODS) issued 24th June 2011.
  • Amadeus Central Ticketing Course (ODS) issued 9th August 2011.
  • Mental Health First Aider.

Affiliations

Interested in topics that help me grow both personally and professionally

Fam trips

Familiarisation (FAM) Trips:

  • Turkey (Antalya Coast) – 2011 & 2017
    Hotel inspections in Side, Belek, Lara, and Kemer (family & all-inclusive resorts).
  • Montenegro – 2018
    Visits to hotels, private villas, and apartments in Budva, Becici, and Petrovac.
  • Egypt (Sharm El Sheikh) – 2019
    Site visits to all-inclusive and family-friendly resorts.

Timeline

Travel agent

Fly&Joy ltd
05.2024 - Current

Travel agent

Poehali s nami
11.2016 - 03.2020

Air ticket agent

Tantal tour
02.2012 - 06.2013

Internship as an air ticket agent

Acun International
07.2011 - 11.2011

Master degree - Organisation management

International Humanitarian University
04.2001 -

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Sofia Isakova