Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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, WA

High School Diploma with Honors -

North Kitsap High School
Poulsbo, WA

Bachelor of Science in Aviation Management -

Purdue University Global
West Lafayette, IN
03.2025

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
Sofiia Bilan