Yuliya Popchenkova
Miami,FL
Summary
Seasoned professional with extensive experience in hospitality and customer service. Skilled in technical onboarding, coordinating, managing accounts and migrations, troubleshooting, and providing exceptional administrative and customer services. Tech savvy, detail oriented, great team player with excellent organizational and multi-tasking skills.
Overview
11
11
years of professional experience
Work History
Technical Onboarding Coordinator(Remote, Contract)
Home and Villas by Marriott Bonvoy
Miami, FL
03.2022 - Current
- Facilitate the onboarding of Home Management Companies, both domestically and internationally, by guiding them through the comprehensive process until completion
- Support new and existing accounts during onboarding and after. Assist with questions and and problem solving if any issues occur with integration
- Oversee the set-up of Home Management Companies on various systems, ensuring content compliance, availability, accuracy of listings, amenities, and regulatory requirements adhere to set standards
- Conduct Quality Assurance and end-to-end testing to verify the accuracy of content, reservations and financial components across multiple channels
- Act as an escalation contact and provide high-level technology troubleshooting between channels.
Executive Assistant to Managing Director
Grand Beach Hotel
Miami, FL
01.2021 - 03.2022
- Facilitated interdepartmental communication, serving as a key liaison and effectively coordinating materials for staff and board meetings, timecards approval, and master schedule preparation
- Streamlined administrative processes, including calendar management, event organization, new hire orientations; handled correspondence, contributing to overall operational efficiency
- Managed financial tasks such as analyzing monthly P&L summaries, processing invoices, and negotiating contracts, alongside maintaining updated licenses and generating diverse reports.
Customer Service Coordinator
TTEC
Remote
04.2020 - 12.2020
- Coordinated and processed customer requests, demonstrating a high level of service by effectively responding inquiries, troubleshooting and explaining procedures
- Managed the issuance of new cards and the processing of refunds, ensuring accurate and timely completion
- Maintained detailed records of all customer interactions, enhancing the quality of service by updating account information promptly and accurately.
Reservations Coordinator
Faena Hotel
Miami Beach, FL
04.2019 - 03.2020
- Managed and efficiently processed all reservation requests, changes, and cancellations received through various channels, ensuring accurate and timely service
- Enhanced revenue through strategic accommodation of special requests and the successful promotion of holiday and other packages to potential guests
- Collaborated with sales, groups, and corporate departments, providing reliable support through managing accounts, reservations, and payments, and ensuring accurate billing and advance deposits procedures.
Guest Services Coordinator
The Peninsula Beverly Hills
Beverly Hills, CA
05.2017 - 04.2019
- Administered high-quality customer service, achieving 5-star standards through tasks such as welcoming guests, handling check-ins/outs, and managing communication channels effectively
- Streamlined guest experience by pre-registering individuals, preparing customized amenities, fulfilling special requests, and executing reservations while managing financial aspects such as charging deposits and preparing bills
- Enhanced guest satisfaction through prompt resolution of complaints, meticulous maintenance of history files, and production of detailed reports, in addition to assisting with logistical arrangements such as airport transfers and leisure reservations.
Guest Service/Reservations Agent/Concierge
Sunset Tower Hotel
West Hollywood, CA
04.2015 - 05.2017
- Managed and facilitated reservation processes, including initiating confirmation letters and establishing routing and billing systems, ensuring high levels of accuracy and efficiency
- Conducted guest registration using OPERA, collected payment information, and coordinated room assignments, effectively communicating essential hotel services and amenities to guests
- Provided comprehensive concierge services, such as coordinating deliveries, arranging transportation, scheduling spa appointments, and booking restaurant reservations, tours, and tickets.
Guest Service/Reservations Agent
Tower Tours
San Francisco, CA
01.2013 - 03.2015
- Managed customer service interactions by efficiently booking and selling sightseeing tours and attractions, catering to individual guest requirements through multiple channels including online, phone, and in-person
- Assured prompt response to multi-line phone and online requests, effectively explaining tour details and preparing necessary documentation such as tickets and vouchers
- Handled financial transactions per company procedures, including cash handling, card charges, check transactions, and the balancing of sales reports, ensuring meticulous record-keeping through scanning and filing all paperwork at shift end.
Education
Bachelor’s degree in Business Administration -
Institute of Management, Marketing and Finance
Skills
- Onboarding
- Technical and Customer Service
- Administrative and Executive Support
- Effective Communication Skills
- Exceptional organizational and multi- tasking skills
- Calendar management
- Operations Assistance
- MS Office
- Opera
- Salesforce
- Tableau
- Medallia
- Smartsheet
- Seven Rooms
- Encore
- Teams
Languages
- English
- Russian
- Portuguese
Languages
English
Full Professional
Russian
Native/ Bilingual
Portuguese
Limited
Timeline
Technical Onboarding Coordinator(Remote, Contract)
Home and Villas by Marriott Bonvoy
03.2022 - Current
Executive Assistant to Managing Director
Grand Beach Hotel
01.2021 - 03.2022
Customer Service Coordinator
TTEC
04.2020 - 12.2020
Reservations Coordinator
Faena Hotel
04.2019 - 03.2020
Guest Services Coordinator
The Peninsula Beverly Hills
05.2017 - 04.2019
Guest Service/Reservations Agent/Concierge
Sunset Tower Hotel
04.2015 - 05.2017
Guest Service/Reservations Agent
Tower Tours
01.2013 - 03.2015
Bachelor’s degree in Business Administration -
Institute of Management, Marketing and Finance
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