GALYA YANKOVA
Grand Prairie,TX
Summary
Results-oriented Account Supervisor with 10-year history of deepening client relationships by providing exceptional service, support and strategic direction. Skilled in budget tracking, solution development and reporting.
Overview
11
11
years of professional experience
Work History
Senior Account Supervisor
Hallmark Aviation Services, DFW
10.2018 - 08.2021
- Contributed ideas to concept development, strategic planning and business operations
- Increased by 25% Monthly Success reports.
- Developed and deepened relationships with key customers by closely monitoring projects, providing information and resolving concerns
- Coordinated with other departments to provide smooth execution of daily operation
- Utilizes problem-solving and strong decision-making skills to assist team and resolve customer complaints.
Tracked expenses with Excel spreadsheets and reported on client budgets - Engaged in daily communication with clients to establish and maintain positive working relationships
- Improved productivity of customer service team by leading training initiatives and revamping schedules
- Facilitated regular team meetings to discuss challenges, successes and strategies
- Communicated customer feedback and complaints to team members to promote proper resolution
- Developed and enforced policies and procedures for compliance with company policies
- Monitored daily sales performance and provided feedback to each team member
Customer Service Agent
Hallmark Aviation Services, DFW Airport
06.2015 - 10.2018
- Assisted customers at check-in, boarding gate, business lounge, and in International Arrivals Hall with sales transactions, re-booking, and flight cancellations
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Offered advice and assistance to more than 150 customers daily, paying attention to special needs or wants.
- Resolved customer complaints, and escorted VIP guests, celebrities and other public figures.
- Trained new personnel regarding company operations, policies and services
Sales Associate
The Grove Inc, DFW Airport
07.2014 - 06.2015
- Assisted more than 100 customers daily
- Created monetary reports.
Office Manager
Intertrade Ltd
09.2010 - 06.2014
- General HR duties (prescreening, interviews, preparation of hiring paperwork.) Organized special events.
- Managed office operations while scheduling appointments for department managers.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Managed over 30 calls per day
Education
Bachelor of Interior Design and Geodesy -
University of Architecture
Bulgaria05.1996
Business And Public Administration - Business
University of Ruse
Bulgaria02.2000
Coursework in Art And Design -
Technical School of Architecture
Bulgaria05.1990
Skills
- Monthly Close Reporting
- Customer Experience
- Communications Strategies
- Investment Analysis
- Data Collections
- Operational Efficiency
- Company Standards
- Safety Control
- Business Development
- Training Junior Team Members
- Creative Thinking
- Performance Feedback
Timeline
Senior Account Supervisor
Hallmark Aviation Services, DFW
10.2018 - 08.2021
Customer Service Agent
Hallmark Aviation Services, DFW Airport
06.2015 - 10.2018
Sales Associate
The Grove Inc, DFW Airport
07.2014 - 06.2015
Office Manager
Intertrade Ltd
09.2010 - 06.2014
Bachelor of Interior Design and Geodesy -
University of Architecture
Business And Public Administration - Business
University of Ruse
Coursework in Art And Design -
Technical School of Architecture
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