Анна

Anna Khromova
Date of Birth: May 22, 1987
Residential Address: Kyiv
Contact Information:[открыть контакты](см. выше в блоке «контактная информация»)
Email: [открыть контакты](см. выше в блоке «контактная информация»)

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 Work Experience:

July 2023 – Present time

NGO AFF, Anfreyev Family Foundation

WPHF UNWomen – Women's Peace& Humanitarian Fund (United Nations &Civil Society Partnership )
Project Manager Assistant in Project Assisto: Psychosocial Support Project for Women and Children
.
Project status : completed

PWJ - Japan Platform , Peace Winds Japan
Project Manager Assistant in project Humanitarian Crisis Response Ukraine（Emergency Response
Phase） Medical and Protection Support to Areas with Humanitarian Crisis Situation in Northern
Ukraine

Project status :in progress

Planning and coordination of all aspects of the project in accordance with established project goals
and objectives.
Development of a detailed project plan, including timelines, budget, resources, and success criteria.
Management of the project execution team and resources, ensuring their effective utilization.
Ensuring the quality of project execution by establishing quality standards and procedures.
Project risk management and development of risk mitigation strategies.
Organization of regular meetings and reporting with project stakeholders, facilitating interaction
between participants and stakeholders.
Interaction with partners and stakeholders to ensure support and collaboration in project execution.
Monitoring and evaluation of project progress, identifying deviations from the plan, and taking
appropriate corrective actions.
Ensuring project compliance with all legislative and ethical standards, including health and
confidentiality standards.
Reporting on the project to financial sponsors and stakeholders.
Motivation and development of project team members, ensuring a conducive work environment.

January 2021 - June 2023

TBO Holidays - Travel Boutigue Online
Senior Operational Executive, Customer Support Department
 resolving customer issues and complaints promptly, with a focus on enhancing customer
satisfaction and retention.
Consistently completed tasks within designated timeframes, ensuring seamless service delivery and
customer contentment.
Efficiently managed workload to meet service level agreements and deadlines consistently.
Proficiently handled intricate customer inquiries and escalations, maintaining precision and
attention to detail.
Fostered proactive communication with customers, delivering timely and accurate responses to
inquiries.
Actively engaged in continuous training and development initiatives to enhance proficiency and
knowledge in customer support practices.

September - October 2020

NGO "Za Maybutne"
Position: Head of Election Headquarters for 2 districts in Kyiv.

Organized and led the work of the headquarters.
Management of agitation projects in the district.
Conducted mass events.
Formation of the composition of election commissions.
Deployment of the election network.
Conducted training sessions.
Monitored voting results in the district, conducted parallel vote counting.
Established effective communication with voters.
Developed instructions, orders, manuals, etc.

October 2015 - June 2020

Ukraine International Airlines (UIA)
Position: Senior Dispatcher, Operational Control Group Passenger Service, OCC (Operations Control Center).

Analyzed transfer flow.
Checked compliance of planned aircraft types, configurations, and the number of booked
passengers.
Evaluated resales on flights, downgrading business class passengers, and provided necessary
recommendations.
Assessed the risk of losing transit passengers for subsequent connecting flights.
Planned measures for operational response in case of disruptions.
Provided operational alerts to necessary departments and outstations in case of flight
delays/cancellations and made decisions to optimize the preservation of passengers' original
itineraries.
Selected new routes for passengers in case of flight loss/delay/cancellation.
Reissued tickets, made changes to reservations.

June 2012 - October 2015

TEZ TOUR LLC
International Passenger Air Transport Sales Agent.

Booking and issuance of air tickets for all destinations.
Handling all bookings from own agencies and partner agencies (60 agencies).
Handling requests for calculating optimal routes and costs.
 Conducting seminars and direct training for colleagues on aviation transport rules, routes,
schedules, and tariffs.

April 2010 - June 2012

Aerosvit Airlines (Boryspil Airport)
Position: Senior Agent, Service Center, Passenger Service Department, / Air Cashier.

Informed passengers about passenger transportation organization, tariffs, flight schedules, baggage
rules, and hand luggage.
Handled passenger inquiries and complaints.
Assisted passengers in case of disruptions (ordering and providing meals, accommodation in hotels).
Processed documentation for providing services for accompanying children.
Sales and booking of air tickets for all destinations.
Reissuance of tickets.
Documentation for providing services for accompanying children.

October 2008 - September 2009

KLM Royal Dutch Airlines
Position : Flight Officer , Passenger Service Manager

Representation of Air France - KLM in Ukraine (Boryspil Airport).
Monitoring and coordination of passenger check-in process.
Coordination of passenger boarding and disembarkation.
Control and management of the baggage tracing department.
Handling visas and documents for border crossing.
Providing necessary documentation for the crew and all accompanying authorities (customs, border
control, aviation security).

June 2006 - October 2008

Swissport Ukraine (Boryspil Airport).
Senior Agent (Baggage Tracing Department)

Processing necessary documents (reports and customs declarations) for tracing lost baggage.
Direct search for baggage in possible airports worldwide.
Facilitating cooperation between airline representatives and passengers.
Customs clearance and preparation of baggage for further flights.
 Education:

August 2014 - June 2016

National Aviation University
Postgraduate Institute, Transport and Transport Infrastructure.
Specialization: Transport Organization and Management in Air Transport.
Qualification: Transport Engineer.

September 2006 - June 2009
 State University of Informatics and Artificial Intelligence
Specialist, Software of Automated Systems.

September 2002 - September 2006

College of Information Systems and Technologies of KNEU
Junior Specialist, Software of Automated Systems.

 Additional information :

Proficient PC User: Proficient in office software, web browsers, and email programs.

Booking:

Amadeus Ukraine Central System Course (since 2011)
Amadeus Central Ticketing Course (since 2013)
Gabrielle GDS System (since 2015)
Galileo Electronic Ticketing Course (since 2018)
Sabre Basic Course/Ticketing (since 2018)
Baggage Tracing:
Infraport, Liason, WorldTracer (since 2008)
Passenger Check-In:
Codeco (since 2008)
Altea (since 2016)
Flight Control:
Flight Status, Eurocontrol, ATS, ARM, MERIDIAN
Management Systems:
Samotur, ERP, 1C-8
Certificates:
2010: Passenger Sales Organization Aerosvit Airlines.
2016: Ground Handling Personnel Training on Aviation Security by MAU.
2017: Handling of Transport Documentation: Passenger Airfares. Refresher training.
2017: Personnel Training for Flight Safety Management System of Airline.
2017: International Passenger Fares and Transport Documentation. TEST. Basic training course for
agents selling passenger air transportations. Ukrainian analog of IATA Advanced Course (qualifier
TALF-24, TTTG-01).

Language Proficiency:

Ukrainian: Native, fluent.
English: Fluent communication, business correspondence (Upper Intermediate level).
Italian: Fluent communication.

 Skills and personal qualities

• Effective leadership: Experience in successful team leadership, including task delegation,
motivation, and support of colleagues in achieving goals.

• Exceptional communication skills: Ability to communicate effectively both verbally and in
writing with clients and colleagues, resolving conflicts, and ensuring a high level of
customer satisfaction.

• Technical competency: Understanding of company products and services, ability to quickly
learn and develop skills in using software and other tools.
• Analytical thinking: Ability to analyze data and information to identify trends, solve
problems, and improve customer service processes.

• Flexibility and adaptability: Ability to work effectively in a changing environment, quickly
respond to changes, and make strategic decisions in complex situations.

• Leadership qualities: Ability to inspire and motivate a team to achieve common goals,
develop and improve colleagues' skills.

• Customer focus: Dedication to providing high-quality service, understanding customer
needs, and providing personalized support.

• Patience and empathy: Ability to sympathize and understand customer issues, patiently
work on solving problems, and meeting their needs.

• Organizational abilities: Skill in effectively managing time, prioritizing tasks, and making
quick and accurate decisions.

• Collaboration skills: Ability to work in a team and collaborate with other departments of
the company to achieve common goals and improve customer service processes