Diana Grigoryan
Davtashen 1block, bld 49, Yerevan, Armenia.
Phone: -
E-Mail:-
Summary
Over 9 years’ experience in Logistics, Tourism, Hospitality and Airlines sector.
Established Business Development skills with extensive experience in freight forwarders, transport companies,
tour operators, sub agencies, hotels.
Demonstrated hands-on experience in developing and guiding strategies around tourism, collateral
development, brand marketing, planning and execution, management and marketing positioning, people
management and accuracy and attention to details.
3 years experience in Airline both Emirates and Flydubai.
Listening Skills: The ability to listen to the customer\client and understanding the person’s wants and needs with
eye contact and relaxed mode. Idea is by giving entire attention and focus to the customer with an open mind
and listening without jumping into conclusions.
Organized & Methodical Approach: High performance with a measured step by step approach has assisted
me to translate good customer service in establishing a relationship with the customer, good follow through in
answering customer questions and in post monitoring of the product delivery and account maintenance.
Strategic Planning: Always create clear business and creative minded strategies before stepping into the
discussion mode. This has played a very important skill in my career and one of the main reasons of my growth.
Client Relationship & Interpersonal Skills: Developed new and maintained existing client relationship.
Conducted client training to introduce new services features and enhancements. Demonstrated hands-on
experience in developing and guiding strategies around tourism, collateral development, brand marketing,
planning and execution, management and marketing positioning, people management and accuracy and
attention to details. Gained excellent levels of skills in handling client relationship. Very keen in networking and
always looks for opportunity to create one.
Team Leading: Effectively lead a team with guidance, instructions and direction based on the targets and
strategies built. Always ensured that my team has been briefed first before any process begins. Supervises from
time to tie to ensure that the team in on the direct direction. Effective training is also practiced if required.
Objective
To be a part of an exciting, challenging and leading organization that has strategies and an innovative working
environment. With a bundle of mixed experience in both hospitality and tourism, with a thinker and doer
concept, I have been able to recognize, achieve and perform based on the current trends regardless of the
course of direction taken.
Experience
Lusar Trans, Yerevan, Armenia
Logistics Agent
August 2023 to Feb 2024
Managing air import/air export cargo
Managing Full Track loading import from Europe
Managing Full Track export from Armenia
Expeditors, Dubai, U.A.E.
Distribution Agent
August 2018 to May 2019
In charge of daily transactions of assigned accounts.
Responsible for the completion of operations within KPIs.
Coordinates the operation with all parties involved and captures it on the system and reports.
Perform the customer’s transactions based on the SOP.
Coordinating with team members to insure proper transition of tasks and completion of the full
transaction process.
EDMS user, responsible for capturing transaction details correct, complete on time.
Making sure all Inbound and Outbound documentation (POD, customs docs, etc…) are properly filed in
an easily retrievable manner.
Coordinate daily with the service providers, transportation companies, etc…
Preparing billing, invoices and maintaining records for vendors.
Limouge Tourism L.L.C., Dubai, U.A.E.
Sales & Reservation Supervisor
December 2016 to May 2017
Monitor local competitors.
Adjust rates according to the competition and suggestions from management.
Create and manage rates and packages configured on the agency software/portal.
Organize sales staff schedules and assist them in achieving sales targets.
Handle any request for travel partners or transportation promptly and accurately. Details are shared
with the
concerned department or third party accurately.
Revise with the finance department all the payment due and the provided credit facilities.
Attend all scheduled meetings as required with team and management.
Keep records of room availability, rates, amendments, daily reservation, cancellations, etc.
Act as main resource for reservation agent needing assistance technically or with regards to achieving
customer satisfaction.
Manage all the reservations and visa sections team and work together to provide the best service for
customers.
Flydubai (Airline), Dubai, U.A.E.
Cabin Attendant
April 2014 – May 2016
Reporting to the Senior Cabin Crew Member, working as part of the cabin crew team, taking individual
responsibility for the cabin operation and the associated customer experience.
Responsible for the safe and consistent delivery of a quality onboard service in accordance with
2
company and regulatory policies and procedures.
Responsible for the safety and standards throughout the cabin.
Responsible for maintaining the cabin crew license.
Ensure compliance with company policy/procedures in accordance with the requirements specified in
the CSPM.
Maintain consistently high onboard standards.
Ensure sales targets are met/exceeded.
Show willingness to take and accept responsibility for crew/customers.
Take the initiative to address difficult issues.
Contribute to the cabin crew’s delivery of the customer service.
Strive to main operational excellence and efficiency.
Responsible for cash taken during the flight.
Blue Water Tourism L.L.C., Dubai, U.A.E.
Reservations Agent
June 2013 to April 2014
Daily co-ordination with all the agents and when needed to understand their problems and needs
through emails and telephonically. Build a strong rapport for good relationship.
Planning room inventory for all the hotel and understanding the peak periods.
To check the daily availability and stop sale report has been received.
Understand the airline patters and number of vacant seats.
To assist and co-ordinate with the inventory department – Planning and blocking of room in advance.
Daily briefing with the reservation officers.
To clean all the pending bookings and report to management on daily basis.
To maximize other revenue as airport transfers, excursions etc.
To reduce the rate of regretted bookings.
To co-ordinate with the operations department and ensure both pre arrivals and post arrivals are intact.
To inform additionally to agencies as a reminder about special promotions and hotels to be promoted.
To motivate the reservation officers and solve their needs.
Daily interaction with the hotel’s reservation team.
To check the web allotment and update them from time to time.
To monitor loss bookings and losses incurred.
To make improvements in the process and make the team more efficient.
To monitor performance of the agencies on daily basis. Any shift in the demand pattern is analyzed and
reported to the management.
To provide, organize and initiate a key role in facilitating job training’s, counseling and team building
exercise for the reservation officers.
Trust Travel & Tourism – Flydubai distributor, Yerevan, Armenia
Outbound Tourism Manager
April 2011 to June 2013
Handling the workflow between the overseas agents
Handling all the group requests from our customer either corporate or travel agent and ensuing that my
staff are following up the request.
Responsible for ensuring the reservation and operation staff to provide the best services for visas
arrangement, transfers, tours & check in process for our guests either individual or groups.
Manage all the reservations and visa sections team and work together to provide the best service for
our client.
Handle with the online team the possibility to get the best contracts form the hotels with the possible
allotment to be provided by our online system.
Revise with the finance department all the payment due and the provided credit facilities, overseas
agents and build a new relation in case of meeting new partner and to increase the relation and make
it stronger in case of meeting an existing partner.
Responsible to oversee all types of packages released by the marketing team for various destinations.
3
Marukyanner L.L.C., Yerevan, Armenia
Tourism Manager
September 2008 to February 2011
Overall Markets experience
CIS – Russia, Ukraine, Kazakhstan, Armenia, Georgia, Azerbaijan, Belarus, Uzbekistan, and Kyrgyzstan - Expert
Asian Countries – India, China, Sri Lanka, Pakistan, Singapore, Philippines – Expert
Education
Armenian Code Academy
3 months intensive classes in IT Project Management
January 2024 – April 2024
Mastering Agile mindset: Myths and Practical Reality
Waterfall and Agile Project Management
Agile Frameworks and Methodologies
Agile Teams and Roles (PMI Agile Practices)
Agile Estimation Techniques
Managing Projects With Scrum
User Story, Acceptance Criteria, DOD, DOR
Agile Metrics
PM essential tools: Jira, Confluence, Asana, Miro etc
Product management and Quality Assurance, UI/UX in a nutshell
Macro view on Company Level Processes
OKRs: Objectives and Key Results
Introduction to IT
Software Development Life Cycle
Russian State University of Tourism and Service (RSUTS)
Master’s degree in hospitality and Tourism Management
September 2003 –June 2008
Skills
A few of my main important attributes
Adaptable, Broad Minded, Communicative, Creative, Cultural Mix experience, Multitasking, Proactive,
Revenue focused, Trainer, Quick and Understanding
A few of my main important professional attributes
4
Accountable, bears responsibility, carries business cards to use for networking, collaborates, consistent,
engaging, focused, goal-setter, listens well, planner, thinker and doer and willing to take risks and gets the job
done and Team Player.
Other Skills – MS Office, Jira, Miro, Wix, Scrum.
Personal Data
Nationality
: Armenian
Date of Birth
: 24th September 1986
Place of Birth
: Yerevan, Armenia
Language
: Armenian, Russian, English
Marital Status
: Married
Driving License: Light Vehicle UAE License, RA License
5
