Nuray Zhamisheva
AGENT
Nur-Sultan,AST
Summary
Knowledgeable Ticketing Agent adept at making reservations, solving booking issues and providing exceptional support to customers. Well-organized with excellent multitasking, time management and communication skills. Reliable team member with adaptability and situational awareness- supporting team members after identifying deficiencies. Established methods for streamlining ticket sales and cashier operations. Effective communicator recognized by superiors and customers for consistently exceeding service expectations. Customer service-focused Ticket Agent with 2-year background in high-volume ticket sales. Skilled at consultative sales techniques emphasizing company value through savvy comparison. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Ticketing Agent
Air Astana
Nur-Sultan, Kazakhstan
11.2019 - Current
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares and clarify rules.
- Directed passengers to correct airport terminal locations.
- Input customer reservations, payment sources and contact details into Sabre system.
- Sold, printed and issued tickets to guests.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Investigated complaints to define and correct weak areas.
- Updated schedule monitors, information boards and used PA system to convey current information to customers.
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
- Directed passengers to correct loading gates or areas for departures and connections.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Methods Teacher
Poliglotiki Center
Nur-Sultan
01.2019 - 11.2019
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Met with parents to resolve conflicting educational priorities and issues.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
Customer Service Specialist
Astana Opera and Ballet Theater
Nur-Sultan, Kazakhstan
09.2017 - 02.2018
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Guide
EXPO 2017
Nur-Sultan, Kazakhstan
05.2017 - 09.2017
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Drew attention to cracked sidewalks, bad lighting and steps to keep customers safe on tours.
- Trained apprentice guides to educate on information to present to tourists and travelers.
- Built personal relationships with guests to promote positive experiences.
Education
Bachelor of Science - Information Technology
Eurasian National University
Nur-Sultan 09.2015 - 06.2018
Academic Mobility - Information Technology Project Management
Warsaw University
Warsaw , Poland 01.2020 - 07.2022
Master of Science - Computer And Information Systems Security
Eurasian National University
Nur-Sultan 09.2019 - 07.2021
Skills
Basic computer skills
Information assistance
Booking issues
Reservation management
Mathematical calculations
Friendly and professional communications
[Type] planning and scheduling
[Type] software knowledge
Friendly service mentality
Travel bookings
[Type] Software Proficiency
Customer Service
Training and Development
Timeline
Academic Mobility - Information Technology Project Management
Warsaw University
01.2020 - 07.2022
Ticketing Agent
Air Astana
11.2019 - Current
Master of Science - Computer And Information Systems Security
Eurasian National University
09.2019 - 07.2021
Methods Teacher
Poliglotiki Center
01.2019 - 11.2019
Customer Service Specialist
Astana Opera and Ballet Theater
09.2017 - 02.2018
Guide
EXPO 2017
05.2017 - 09.2017
Bachelor of Science - Information Technology
Eurasian National University
09.2015 - 06.2018