Переводчик английского языка

Описание

SHOLPAN DZHILBAEV A
Experienced tourism, hospitality industry and customer
service professional , fraud preve ntion and chargeback
specialist
Address: Ul. 1 - y Kra snoy Z ve z di, 79, ap . 210, Omsk, Omsk
R egion , Russian Federation, 644014

( +7(983)114 87 82 | sdzhilbaeva@gmail.com |
www.linkedin.com/in/sholpan - d


EXECUTIVE SUMMARY
Self - motivated Customer Service professional with 14 years of work experience in a service -
oriented environment internationally and in Thailand - Asia. Acknowledged for serving
customers with clear and transparent interaction and possess effective communication skills.
Proven competencies in operational work including abilities to su pport sales, back - end order
processing and all other administration required to support both corporate and frontline
customers.
Recognised for possessing strong organizational skills, able to execute high levels of
efficiency and composure even under high pressure deadlines and work environments.
Consistently demonstrated personalized customer service engagements that drove
corporate branding as well as increased client’s satisfaction ratings. Often recognised for
possessing strong interpersonal skills – an ability to work effectively with people from cross
functional areas with various levels as well as diverse cultural backgrounds. Able to work
independently and as part of team, a keen learner eager to enhance knowledge for
professional growth and develop ment. Can work under pressure, meeting tight deadlines.
Teamwork: Proven interpersonal skills and the ability to listen and work in a multi - cultural,
multi - ethnic environment with sensitivity and respect for diversity.
§ People Development - Train and coach teams for maximum productivity with strong team
player spirit
§ Data Analytical – Meticulous , data driven and detail oriented

PROFESSIONAL EXPERIENCE
Agoda Services Co., Ltd March 2017 – September 2020
Fraud Prevention and Chargeback Specialist Bangkok, Thailand
• Monitored high risk bookings, pinpointed and investigated fraudulent transactions, responded
timely to mitigate losses by placing holds, restricting accounts and recommending closure of
account transactions. Screened and investigate trans actions to ensure adherence to both
compliance and legal requirements.
• Investigated fraud patterns, updated the team and reported to the Management. Regularly
reviewed merchant transaction activity for possible fraudulent activity and reporting
appropria tely to prevent fraud and ris k.
• Defended chargebacks via the following payment getaways: Global Collect, PayPal, Amex,
Adyen, WorldPay, NTT, 2C2P, Doku.

Customer Support Specialist (German, Russian, English ) Sept 2013 - Feb 2017
Bangkok, Thailand
§ Provided excellent customer support to German, English and Russian speaking customers
in customer contact centre of the Travel Operations Department, B2C, handled inbound
and outbound calls, emails, complaints, solved problems to ensure c ustomers satisfaction,
built customer relationship (CRM) and loyalty.
§ Negotiated with hotel partners and managers of other types of accommodation on behalf
of the customers.
§ Contributed in training of junior specialists, provided feedback and reports on th eir
performance during their training and probation period.

HBY Home Co., Ltd (Heights Holdings Group) April 2012 – July 2013
Customer Service Executive Pattaya, Thailand
Heights Holdings is the leading developer of luxury condominiums on Thailand's Eastern
Seaboard, with projects in Pattaya's most desirable beachside locations .
§ Deployed to the billing department in collaboration with accounting department, collected
payments from the customers, sent payment reminders, invoices, account statements,
maintained customers’ portfolios, reported to General Manage r.

Bangkok Hospital Pattaya Nov 2011 - March 2012
Russian Coordinator Pattaya, Thailand
§ Operated in the International Services Department, provided interpretation services from
English to Russian, helped to ensure effective communication between Russian -
speaking patients and hospital staff, coordinating workflow between patients, the hospital
and insurance a ssistance companies located all over the world and representative of the
hospital to Russian expat community in Pattaya and surrounding areas.
Pinnacle Grand Jomtien Resort Dec 2009 – Oct 2011
Guest Relations Manager Sattahip, Thailand
§ Worked closely wit h hotel guests. Managed customer experience from check - in to planning
tours and events. Resolved problems with rooms, handled complaints and overlooked the
bar/ restaurant services and recreational area to ensure guest satisfaction and to enhance
guest exp erience.
§ Developed and maintained guest loyalty, coordinated with all hotel departments to exceed
guests’ expectations.
§ Organi z ed hotel site inspections for hotel partners, tour operators and agencies, hosted
business lunch and dinners. Translated documen ts from English to German and to Russian,
such as restaurant menu, spa salon brochure, hotel's news and updates, posters,
announcements.
Fargo Travel Co., Ltd July 2006 – Nov 2009
Company Representative, EN - RU Interpreter, Website Content Translator
Bangkok, Pattaya, Thailand
§ In charge of Russian speaking FITs, VIP clients, B2B partners, travel agents from Russia and
CIS countries; planned, organi z ed , co nducted tours and site inspections.
§ Translated company website content from English to Russian.
§ Developed excellent communication and organization, public relation and problem - solving
skills.
§ 24 Hours hotline customers' s upport .
§ Promoted company services, tour products and packages .

EDUCATION
Rome Business School
§ Maste r’s degree in Fashion Manageme nt March 2019 - March 2020

Omsk Dostoevsky State University Sept 2001 – June 2006
§ Diploma in linguistics, interpreting, translation and translation theory

Omsk State Institute of Service March 2006 – May 2006
Certificate of completion of the three - month course in Social and Cultural Service and Tourism

PROFESSIONAL DEVELOPMENTS
§ Social Media Marketing: Strategy and Optimizati on May 2020
§ Marketing Tools: Digital Marketing (2019) May 2020
§ Diversity, Inclusion and Belonging June 2020
§ Communicating about culturally sensitive issues June 2020
§ Introduction to Search Engine Optimizatio n (SEO) June 2020
§ Storytelling for Advertising Campaigns June 2020
§ Customer Service Mastery: Delight Every Customer June 2020
§ Getting Started in User Experience June 2020
§ Business Analysis and Foundations July 2020
§ Write Marketing Copy Aug 2020
§ Google AdSense Aug 2020
§ GDPR Compliance: Essential Training Aug 2020

ADDITIONAL INFORMATION
§ Effectively bilingual in English and Russian (native) , fluent in German, speak French on
intermediate level .
§ Interpersonal skills: a good listener, problem solver, excellent communication skills, polite,
friendly, flexible, patient, sociable, tactful, creative.
§ Interests: traveling, fashion, life style, social media, styling, art, history, art exhibitions,
psy chology, languages, music, Latin dance .
§ Good computer skills and knowledge of Microsoft Office ( Microsoft Word, Excel,
PowerPoint).









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