Liudmyla Khoroshun
Kent
Summary
Professional and client-focused Customer Service Specialist with experience in high-volume communication, scheduling coordination, and administrative support. Skilled in managing phone and email inquiries, coordinating client requests, and ensuring smooth daily operations. Multilingual communicator known for strong organizational skills, attention to detail, and the ability to multitask while maintaining professionalism.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Lufthansa Group
Ukraine, Lviv
06.2022 - 03.2025
- Provided B2B customer support to travel agencies via phone and email across 34 international markets, ensuring timely and professional communication
- Managed group bookings, pricing agreements, and client contracts, ensuring accuracy and timely processing
- Advised clients on policies, contract terms, and service conditions
- Acted as a liaison between clients and internal departments to resolve service and operational issues
- Mentored and trained new team members, supporting onboarding and performance development
- Provided guidance to colleagues in complex client situations and escalations
Customer Service Representative
Austrian Airlines
Ukraine, Lviv
09.2017 - 06.2022
- Successfully handled high volumes of incoming calls and emails while consistently meeting KPIs and quality standards
- Resolved customer complaints by providing timely and effective solutions in line with company policies and guidelines
- Ensured high accuracy in processing service requests, changes, and cancellations, maintaining full policy compliance
- Processed payment transactions in compliance with secure handling procedures
- Collaborated with cross-functional teams to support operations and maintain high service levels
- Managed crew travel arrangements and positioning flights for pilots and flight attendants, ensuring on-time arrival and alignment with operational schedules
Education
Bachelor - Philology
Ivan Franko National University of Lviv
Ukraine06.2017
Skills
- Communication skills
- Problem-solving
- Conflict resolution
- Employee training
- Time management
- Multitasking
- Adaptability
- Attention to detail
Languages
English
Ukrainian
Slovak
Russian
Timeline
Senior Customer Service Representative
Lufthansa Group
06.2022 - 03.2025
Customer Service Representative
Austrian Airlines
09.2017 - 06.2022
Bachelor - Philology
Ivan Franko National University of Lviv