Sofiia Bilan
Seattle,WA
Summary
Experienced and motivated individual with a solid background in managing airline operations, staff supervision, customer service and decision-making. Enthusiastic person with a knack for turning challenges into streamlined solutions. Driven by a passion for excellence, I am ready to elevate organizational success to new heights.
Overview
6
6
years of professional experience
Work History
Account Manager
Qatar Airways
07.2024 - Current
- Supervise and control staff scheduling, reporting and absences
- Control of daily staff payroll, hours and overtime
- Capture and maintain Key Performance Indicators
- Conduct Investigation for each irregularity
- Maintain applicable safety and quality standards.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Improved overall team productivity by implementing best practices in organization and time management.
- Successfully resolved escalated issues.
Senior Airport and Ticketing Agent
Qatar Airways
10.2019 - 07.2024
- Conduct daily sales, reservations, and ticketing operations with proficiency
- Coordinate ATC/Ramp operations ensuring smooth flight operations
- Perform administrative duties and oversee flight operations, including liaising with check-in, gate, and arrival facilities
- Serve as a primary point of contact for baggage coordination and supervise Ground Handling Agents.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Passenger Services Agent
Swissport (Qatar Airways, Singapore Airlines)
09.2021 - 10.2022
- Efficiently managed check-in procedures and facilitated boarding processes
- Provided exceptional customer service to ensure a positive travel experience.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Monitored security and maintained operational protocols.
Manager on Duty
Skalka
12.2020 - 10.2021
- Demonstrated strong leadership and management skills while overseeing operations
- Successfully handled order taking and food preparation as a barista.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
Receptionist
Speidel Natural Clinic
03.2019 - 07.2021
- Managed phone calls, scheduled appointments, and handled documents effectively.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Assisted with onboarding new clients and securing paperwork completion.
Education
Associate of Applied Science in Aviation Technology -
Green River College
Auburn, WAHigh School Diploma with Honors -
North Kitsap High School
Poulsbo, WABachelor of Science in Aviation Management -
Purdue University Global
West Lafayette, IN03.2025
Skills
- Customer Service: Expert in delivering exceptional customer service
- Proficient in Amadeus and Microsoft Office suite
- Teamwork and Collaboration: Adept at building positive relationships with colleagues
- Multilingual: English, Russian, Ukrainian; French (in progress)
- Organizational skills: Ability to prioritize tasks and manage time effectively
- Problem-solving skills: Capable of resolving issues efficiently and calmly under pressure
- Adaptability: Able to quickly adjust to new environments and procedures
- Decision-making: Strong ability to analyze complex situations and implement effective solution
- Staff Management: Scheduling and performance monitoring
Languages
Russian
Native or Bilingual
Ukrainian
Native or Bilingual
French
Elementary
Timeline
Account Manager
Qatar Airways
07.2024 - Current
Passenger Services Agent
Swissport (Qatar Airways, Singapore Airlines)
09.2021 - 10.2022
Manager on Duty
Skalka
12.2020 - 10.2021
Senior Airport and Ticketing Agent
Qatar Airways
10.2019 - 07.2024
Receptionist
Speidel Natural Clinic
03.2019 - 07.2021
Associate of Applied Science in Aviation Technology -
Green River College
High School Diploma with Honors -
North Kitsap High School
Bachelor of Science in Aviation Management -
Purdue University Global