Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline

Anna Kovala

Summary

Deadline-oriented Customer Service Specialist with expertise serving special needs clients. Well-trained with outstanding interpersonal skills. Brings comprehensive skill set to deliver travel consultancy service within client-focused environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Freight forwarder

Baltic Console line
10.2021 - 07.2023
  • Provided accurate and timely reporting of information to customers including sending pricing, costing, shipping details, and supply chain-related documentation
  • Used freight forwarding IT systems to process job files, manage customers’ shipments and ensure margin objectives per activity are met; ensure compliance with all policies, procedures, and standard operating practices
  • Worked with the Operations team and suppliers to ensure customers’ expectations are met and exceeded
  • Established effective communications with clients and overseas offices.

Travel Consultant

Thomas Cook
10.2014 - 09.2016
  • Booked rail, hotel, and international air travel
  • Assisted with changes to travel arrangements and bookings where required
  • Researched travel options & presented the best deals in terms of requirements.

Travel Coordinator

Dresser-Rand
01.2013 - 09.2014
  • Assisted with changes to travel arrangements and bookings where required
  • Researched travel options & presented the best deals in terms of requirements
  • Performed general office administration duties
  • Provided detailed travel advisories and safety recommendations to travellers, enhancing their security.
  • Assisted clients with complex visa and passport requirements, ensuring a 100% success rate in obtaining necessary travel documents.
  • Monitored client budgets and ensured they stayed within their limits, resulting in a 10% increase in cost savings for clients and improved financial performance for the company.

Customer Service Specialist

White Concierge
01.2012 - 12.2012
  • Providing 24/7 trilingual worldwide travel services and personal assistance to VIP customers
  • Helping our customers to make their life easier; organizing reservations of flights, hotels, restaurants, special events and others; providing emergency assistance services
  • Providing quick solutions and assistance in emergency situations
  • Developing partnerships with suppliers worldwide
  • Ensuring that all requests are given a timely response and solutions are provided in professional and courteous manner to the highest standards
  • Achieving team and individual KPI’s including SLA’s and performance standards.

Education

Professional Bachelor of Business Administration - Business Administrator in Tourism Entrepreneurship

Information Systems Management Institute, Riga, Latvia
01.2006

Skills

  • Proven organizational skills to effectively prioritize increased and more complex workloads
  • Attention to detail and accuracy
  • Ability to handle customer inquiries and complaints professionally
  • Proficient in data entry and data analysis
  • Active Listening
  • CRM software proficiency

Certification

Amadeus tickets

Languages

Russian
First Language
English
Advanced
C1
Latvian
Advanced
C1

Timeline

Freight forwarder - Baltic Console line
10.2021 - 07.2023
Travel Consultant - Thomas Cook
10.2014 - 09.2016
Travel Coordinator - Dresser-Rand
01.2013 - 09.2014
Customer Service Specialist - White Concierge
01.2012 - 12.2012
Information Systems Management Institute - Professional Bachelor of Business Administration, Business Administrator in Tourism Entrepreneurship

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Anna Kovala