Anastasia

Egorova Anastasia Andreevna Female, 37 years, born on 19 November 1982 +964 - +964 - — preferred means of communication-Reside in: Iraq Citizenship: Russia, work permit at: Iraq Not ready to relocate, ready for business trips Desired position and salary Operations officer Government, NGOs • Civic Organizations • Local Government • Government Employment: full time Work schedule: flexible schedule, full day, shift schedule Desired travel time to work: any Work experience — 14 years 1 month November 2019 — till now 3 months Public Aid Organization Iraq Operations Officer Assist the Director of Programs in the executive work related to the program department Prepare programs and projects proposals’ requirements, with a focus on the context, rationale & methodology employed for the project/program proposal Identify, develop and implement the overall plan for the management of the PAO's programs and projects. Develop, implement and review operational policies and procedures (cf. Manual of internal policies & procedures. Assist the Reporting Officer in reviewing narrative reports, with a focus on the quality of the data provided by the field teams. Follow up on the programs & projects’ field work in coordination with the Project Managers; Identify and address challenges and opportunities concerning project implementation, through use of specific tools and liaison with the various Executive Office Managers/Program Coordinators/Program Managers/Project Managers. Participate in meetings with funders and entities related to project & program implementation, and assist Project Development Officer on reporting. December 2018 — November 2019 1 year Bring Hope Humanitarian Foundation Iraq Project coordinator Organizing the distributions for refugees and IDPs in refugee and IDPs camps. Preparing the distribution plan, making contacts with our partners. Attending the cluster meetings and CCCM Meetings. Assist with planning and implementation of the projects. Facilitate the definition of projects scope, goals and deliverables. Assist with defining projects tasks and resource requirements. Develop and control deadlines for reports and activities. Resume updated 21 January 2020 at 12:29 Write reports and analyses of programmatic activities Plan and schedule projects timelines. Track projects deliverables using appropriate tools. Follow up projects implementation with Project managers. Provide direction and support to projects teams. Quality assurance for the project's input\output. Review all projects reports defining projects progress, problems and solutions. Assist with Project evaluations and assessment of results. Assist in preparing concept notes for new proposals October 2016 — November 2018 2 years 2 months MATCH Services AG Moscow, www.byrom.plc.uk Domestic Operations Officer I was mainly responsible for the day to day running and management of the Domestic Public Ticketing Team - providing and managing the Sales & Customer Service solution for dedicated Ticketing Projects. The Domestic Public Ticketing Team is primarily responsible for managing domestic customer enquiries (e-mail, telephone and customer facing) and advising customers on Ticketing Policies and Regulations, also work with the Ticketing Operational team on other tasks in order to ensure the timely delivery of the Ticketing Project. MATCH Services AG is implementing FIFA’s Ticketing Policy and provides both an international and domestic solution that includes: Delivery of various online public ticketing sales channels, including a ticketing portal accessible via www.FIFA.com for the international general public, Individual websites for sales to the fans of each of the 32 Participating Member Associations, Sales to group s ale customers and a ticket resale platform. Inventory management and seat assignment for all Tickets for the events. Customer care and call center operations for both the international and general public inquiries. The creation of a network of FIFA Venue Ticketing Centers in each host city where tickets can be purchased and printed. On-site match-day venue operations for all 64 FIFA World Cup matches. March 2014 — September 2016 2 years 7 months Teleperformance Russia Group (TLSContact) www.teleperformance.ru Operations Manager Supervise the team in the Visa Center. Dealing with complaints,Accept the applications and checking the documents submitted to the Embassy.Accept the biometric data and send it to the Embassy. Ensure engagement with applicants, provide a first-class service and a positive customer experience ​ to VAC Management applications that may give rise to concern Provide supervision of VAC Agents – prioritizing work, providing guidance, acting as an ‘expert’ in one or more areas of VAC operation, and providing a first point of escalation for customer complaints and service problems Track the agents’ performance and intervene as needed to protect and enhance delivery against key service and delivery metrics -​ Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit Handle customer complaints an assertively, and efficiently -​ Handle customer problems assertively and diplomatically -​ Support the provision of a healthy and safe working environment through good personal and team practices Support VAC initiatives to support the ongoing improvement of business performance Support colleagues to develop and implement continuous improvement initiatives Complete performance reporting as needed to support tracking of VAC performance against a dashboard of metrics ​Dealing with operations and security reports on daily basis. September 2013 — March 2014 7 months HRG Russia Saint Petersburg, www.hrgworldwide.com Egorova Anastasia • Resume updated 21 January 2020 at 12:29 Business Travel Consultant Dealing with clients by e-mail,phone. Booking all aspects of business travel including air, hotels, rail in Amadeus/Sirena reservation systems. Taking time talking with the high profile clients offering the best possible options required for their specific needs. Provide expert information/advice to corporate business clients, to assist them make the most budget effective plans yet allow them to have a memorable experience while on tour. Plan itineraries and make arrangements for the business travelers Ensuring that the travelers have the best travel services they can get-to ensure they get the best value for their money December 2011 — June 2013 1 year 7 months Аэрофлот (Rossiya Airlines) Saint Petersburg, www.aeroflot.ru Inspector of Aviation Security and Visa Control Department Dealing with passengers on check in and checking their documents: passports,visas,tickets try to prevent deportation and illegal immigration Provide aviation security during the checking in and the boarding.Detecting forged visas and residence permits,making passenger's profile.Dealing very close with the agents and other airport services. February 2008 — December 2011 3 years 11 months British Embassy Moscow, www.gov.uk Entry Clearance Assistant Oversee the visa application delivery / collection process from the Commercial Partner (CP), to include; delivery of applications. Uploading visa application data to the Proviso computer system, amending biographic data as necessary to achieve 100% accuracy with printed records whilst meeting agreed benchmarks. Conducting local alert and sponsor checks on 100% of applications. Reviewing visa application details / supporting documents and linking applicant history. Effective use of the streaming tool. Completing risk assessments and document verification. Sifting/ reviewing visa application details / supporting documents and linking applicant history. Completing vignette production when cleared, trained and required to do so. Accurately respond to electronic, phone and written enquiries from customers and other stakeholders within benchmark timescales and in line with customer service standards. Assist with coaching for new entrant ECAs as directed by the Team Leader and Operational Supervisor. Participate fully in the appraisal process. Participating in ad hoc tasks in support of specific activities or projects or to cover absences on other desks as directed by the Team Leader. Take part in Embassy Emergency Planning and response to crisis as required. February 2007 — February 2008 1 year 1 month Citibank Saint Petersburg, www.citibank.ru Customer Service Specialist Dealing with the customer's compliances, provide customers with all necessary bank information. dealing with a lot of bank documents, customer's applications and accounts. All the administrative support to the branch.(incoming,outgoing mail,calls). Enhancing customer satisfaction with every interaction and ensure customer escalations Taking up new initiatives to enhance customer’s banking experience Effective migration of customers to alternate channel usage (CBOL/ATM/Kiosk/Citiphones) Ensure that information displayed in branch premise, display boards etc is latest/correct Ensure timely execution of customer instructions Ensure correctness of branch displays and binders Ensure all the stationery in the branch is sufficiently stocked and of current version; and all marketing Egorova Anastasia • Resume updated 21 January 2020 at 12:29 materials of current edition Daily listing of drop box cheques and coordination with clearing vendor for customer queries February 2006 — February 2007 1 year 1 month Park Inn Pulkovskaya, гостиница Saint Petersburg, pulkovskaya.ru Receptionist Dealing with guests on check-in/ check-out. Dealing with cash/credit cards and invoices. Working in Opera system. Dealing with complaints. Assist guests with their needs. October 2005 — December 2005 3 months Holiday Inn www.holidayinn.com Housekeeping/Waitress Cleaning rooms. Working on Christmas parties as a waitress. Assist guests with their needs. Education Higher 2005 St.Petersburg State University named after Pushkin Faculty of History and Social Sciences (plus English language as a second specialization), History and English Professional development, courses 2012 St.Petersburg State University named after Pushkin refresher course of English language, English 2012 Aviation Security Rossiya Airlines 2008 Business Course St.Petersburg Courses of foreign languages 2008 Diversity British Embassy 2007 FCE preparation course Language Link 2007 Customer focus (special course for greeters) CitiBank Key skills Languages Russian — Native English — C2 — Proficiency Spanish — A1 — Basic Egorova Anastasia • Resume updated 21 January 2020 at 12:29 Further information About me Strong organizational skills to maintain accurate records, An accurate and proactive approach to deal with changing priorities whilst meeting deadlines. Strong interpersonal skills to work productively with colleagues.Strong customer service skills. Self-motivated, organised, professional and conscientious, with administrative and clerical experience in a professional, fast paced environment. Egorova Anastasia • Resume updated 21 January 2020 at 12:29