Менеджер по работе с клиентами (по продажам)/ Customer Service (Sales) manager

9 years 9 months

January 2011 — October 2020

Заместитель начальника отдела по работе с клиентами / Assistant manager, customer service

Международная ассоциация воздушного транспорта (ИАТА) / International Air Transport Association (IATA), Москва

• Managing all customer service requests related to Russia as well as requests from Russian customers related to IATA operations in other countries.
• Adoption of Customer Portal as a main channel of communication between IATA and its Customers in Russian market.
• Conducting risk assessment of IATA Accredited Agents and respective financial reviews.
• Agents’ Financial Securities administration, monitoring and quarterly recalculation of FS amounts for Russian market, FS Agency limits daily update, daily Agents’ sales vs Financial security amount monitoring;
• Managing cash risk control in the Billing and Settlement Plan operations in Russia and performing other tasks aimed to ensure secure and stable settlement services for IATA accredited Agents and Airlines.
• Adoption of RHC (Remittance Holding Capacity) risk control system in Russian market.
• Conducting yearly high level BSP Participants (Airlines and Agencies) industry decision making meetings.
• Taking part in industry conferences.
• In the absence of Area Sales Manager was responsible to promote IATA training courses, communicate with potential partners (aviation training centers) and to conclude agreements with them as IATA Approved Training Centers. Received an IATA Bronze Award in 2011 for concluding an agreement with Volga-Dnepr Training Center (Ulyanovsk).

7 months

June 2010 — January 2011

Специалист по работе с клиентами / Customer Service Representative

ГлавУПДК при МИД России / GLAVUPDK, Москва

• Managing all customer service requests related to Russia.
• New Agents’ Accreditation (to become a Billing and Settlement Plan (BSP) participant) in accordance with the local criteria in Russia, as well as accreditation of changes for IATA Agents (change of shareholders/address/name etc.)
• Financial Securities acceptance and monitoring.
• Promotion of IATA Training courses in Russian market for travel agents.

1 year 3 months

February 2009 — May 2010

Ведущий эксперт департамента летных стандартов / Lead Expert, Flight Standards Department

ОАО Авиакомпания "Сибирь" / JSC S7 Airlines, Москва

• Flight crew recruiting: general, aviation (radiotelephony) and technical (FCOM, SOP, QRH, Jeppesen) English knowledge assessment.
• Technical English knowledge assessment for flight crew A-319/320 retraining courses.
• Examining and rating according to ICAO scale within TELLCAP testing system.
• Training centers’ audit.
• Flight Department BA (British Airways) audit preparation (in accordance with “One-world” Alliance requirements).
• Flight Department IOSA (IATA Operational Safety Audit Program) preparation, tracking and assistance in findings elimination.

2 years 4 months

September 2006 — January 2009

Преподаватель авиационного англиского языка / Aviation English Language Instructor

АНОО АУЦ АК "Сибирь" / S7 Airlines Training Centre, Москва

• 01.03.2008-10.02.2009 – Acting as a Head of English Language Department.
• Conducting the following courses:
- General and Aviation English for pilots in accordance with ICAO requirements.
- Radiotelephony Communication in English.
- Technical English for flight crews and maintenance staff.
- General and Aviation English for cabin crew and airline representatives.
• Planning, scheduling the above listed courses

1 year 7 months

October 2004 — May 2006

Учитель английского языка

Языковая школа "Я" / “Я” Language School (Образовательные услуги), Новосибирск

• Проведение занятий по английскому языку для взрослых (общий и деловой английский) и детей. / Conducting English Language courses for adults (General and Business English) and children.

Higher

2006 г.

НГПУ, Новосибирск

Faculty Иностранных языков

Specialization Учитель английского языка