Anna Gusan
San Diego,CA
Summary
Dynamic professional with extensive experience in customer service and team leadership at Etihad Airways. Proven ability to resolve conflicts and enhance team productivity through effective communication and problem-solving skills. Recognized for exceptional attention to detail and strong organizational capabilities, consistently delivering outstanding service and fostering a welcoming environment for clients.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Receptionist Assistant (part Time)
Nails Done Salon
01.2025 - 05.2025
- Resolved customer problems and complaints.
- Managed a multi-line telephone system, and greeted clients during salon visits.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained a clean and professional reception area and salon by regularly tidying up the space, ensuring an inviting atmosphere for clients, and visitors alike.
- Provided exceptional customer service by addressing client concerns professionally and courteously, contributing to a welcoming environment.
- Greeted incoming visitors and customers professionally, and offered friendly, knowledgeable assistance.
Cabin Senior
Etihad Airways
04.2023 - 11.2023
- Ensured the safety and well-being of passengers and flight attendants throughout flights by meticulously following all safety protocols.
- Conducted thorough pre-flight inspections and briefings to guarantee the functionality of all equipment and amenities, while also ensuring that passengers were well-informed about flight procedures.
- Fostered effective communication by providing constructive feedback, and sharing knowledge across business lines.
- Resolved conflicts proactively by facilitating open communication among team members, and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes, and providing consistent guidance.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Provided interpretation and guidance on procedural questions.
- Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability.
- Mentored junior team members for accelerated professional growth and skill development.
- Conducted thorough quality assurance checks, maintaining high standards of output across all deliverables.
- Fostered a culture of continuous learning, offering ample opportunities for skill enhancement and professional growth to team members.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Premium Class Cabin Crew
Etihad Airways
02.2022 - 04.2023
- Promoted to the position of Premium Class Flight Attendant from the position of Flight Attendant in February 2022 for outstanding performance and dedication to customer service, consistently exceeding expectations, and receiving commendations from passengers and supervisors alike. Demonstrated leadership skills and a strong ability to handle challenging situations with professionalism and grace, contributing to a positive and seamless passenger experience.
- Extended personalized assistance to passengers during boarding, seating, and disembarking processes, maintaining a poised, and professional demeanor at all times.
- Responded promptly and adeptly to passengers' inquiries and requests, demonstrating a proactive approach to resolving any issues or concerns, and ensuring utmost passenger satisfaction.
- Fostered effective teamwork and collaboration with fellow crew members and flight staff, contributing to the seamless coordination of service delivery, and an enhanced travel experience for passengers.
- Engaged in continuous training and development initiatives to hone service skills and remain abreast of evolving company policies and procedures.
- Upheld the esteemed reputation of Etihad Airways through consistently delivering outstanding service, and representing the company with professionalism and dedication.
- VIP Protocol Training.
Cabin Crew
Etihad Airways
03.2015 - 02.2022
- Worked in a multi-national team of flight crew and cabin crew for an internationally focused airline.
- Accommodated demanding physical situations as the job requires (18 hours of duty, crossing three to four continents a month).
- Received safety and basic medical training, and provided safety and medical instructions to clients during emergency situations.
Sales Assistant
Harvey Nichols Al Tayer Group, Retail
04.2014 - 03.2015
- Provided courteous, knowledgeable service to the clients.
- Determine the client's needs, and suggest products to meet those needs.
- Provided the service to the customers before, during, and after the purchasing process.
- Attended staff meetings to discuss new products or changes in store policy or procedure.
- Resolved customer complaints in a timely manner.
- Replenished merchandise on shelves as needed throughout the day.
- Analyzed customer feedback data to identify areas of improvement within store's services.
- Managed cash register transactions accurately and efficiently.
- Adhered to all company policies and procedures regarding safety regulations, security measures, attendance policies.
- Assisted customers with returns, exchanges and refunds.
Sales Assistant
House of Fraser Retail Arabia
10.2013 - 03.2014
- Maintained responsibility for the overall daily operations of a retail store.
- Performed cashier duties such as scanning items, processing payments, and issuing receipts or change due.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Provided excellent customer service to clients in person and over the phone.
- Greeted customers and provided assistance with product selection.
- Maintained cleanliness of the sales floor area at all times.
- Assisted customers in locating products, providing detailed information and recommendations.
Sales Manager
Prosto & Vkusno Moldavian Magazine
11.2011 - 09.2013
- Provided customers with information regarding the content of the publication.
- Signed contracts in the sales department.
- Acted as a customer service agent, fielding queries and complaints.
- Acted as a company representative at exhibitions.
- Created and presented monthly reports to management on sales performance.
Education
Licentiate in Economical Sciences - Business Administration Management
Free International University of Moldova
Chisinau, Moldova01.2013
High School Diploma -
Lyceum Mihail Lomonosov
Chisinau,Moldova01.2010
Skills
- Calendar management
- Call handling
- Organization skills
- Verbal and written communication
- Time management
- Documentation and reporting
- Staff management
- Customer service
- Attention to detail
- Problem solving
- Strong work ethic
Certification
1. Cabin Crew initial training 20th March to 10th May 2015
2. Flying Nanny workshop on the 10th of July 2015
3. Premium Service Training -Business 14th to 18th Feb 2022
4. Cabin Senior Training 3rd to 17th April 2023
HIGHLIGHTS OF QUALIFICATION
- Excellent interpersonal skills, ability to work in group in both supervisory or support staff roles under pressure
- Good communication skills
- Innovative, quick learner, ability to adapt to changes and tackle new challenges
- Ability to work independently or as part of a team
Languages
English, Russian
Timeline
Receptionist Assistant (part Time)
Nails Done Salon
01.2025 - 05.2025
Cabin Senior
Etihad Airways
04.2023 - 11.2023
Premium Class Cabin Crew
Etihad Airways
02.2022 - 04.2023
Cabin Crew
Etihad Airways
03.2015 - 02.2022
Sales Assistant
Harvey Nichols Al Tayer Group, Retail
04.2014 - 03.2015
Sales Assistant
House of Fraser Retail Arabia
10.2013 - 03.2014
Sales Manager
Prosto & Vkusno Moldavian Magazine
11.2011 - 09.2013
Licentiate in Economical Sciences - Business Administration Management
Free International University of Moldova
High School Diploma -
Lyceum Mihail Lomonosov
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