ANNA MARGARYAN
bron
Summary
Results-driven Operational Workflow Manager with strong customer service skills. Enhanced compliance and efficiency through strategic collaboration and problem-solving. Leveraged data analytics to improve performance and boost customer satisfaction. Experienced Front Desk Agent in the hospitality industry, dedicated to creating memorable guest experiences and managing check-in and check-out processes.
Overview
16
16
years of professional experience
Work History
Video Identification Specialist
Sumsub
Bron, Remote
06.2024 - Current
- Streamlined client onboarding processes to enhance compliance and efficiency.
- Collaborated with cross-functional teams to optimize service delivery and support.
- Monitored various types of ID documents from different countries to detect fraud.
- Conducted regular audits of processes to identify areas for improvement.
- Facilitated communication between departments to streamline operations and resolve issues.
- Assisted in the implementation of new technologies for operational efficiency.
- Participated in ongoing training and compliance activities.
- Assisted in developing strategies to increase customer satisfaction levels.
Guest Service Agent/ Senior
MSC Cruises
01.2022 - 01.2024
- Addressed guest queries and resolved complaints to enhance guest satisfaction.
- Facilitated efficient check-in and check-out procedures for guests, ensuring a smooth arrival and departure experience.
- Verified guest ID and payment methods, prepared customer bills, and processed payments during check out to ensure accurate transactions.
- Assisted guests with concierge services, including restaurant reservations and activity bookings.
- Provided advice on various itineraries and port regulations to ensure compliance.
- Managed emergency situations on board by following established protocols for safety.
- Managed staff according to shift schedules and supervised front desk operations.
Sea Freight Operator
Maurice Ward
01.2021 - 01.2022
- Oversee and manage entire forwarding process, ensuring customer satisfaction through a best practice approach.
- Negotiated cargo rates and booked shipments with various shipping lines to ensure timely delivery.
- Ensured timely delivery of orders by identifying carriers, approving invoices, following schedules, and collaborating with suppliers and partners.
- Complete customs clearances with cooperating Customs agencies and manage documentation flow e.g. Bills of Lading, Customs Clearance, Commercial Invoice.
- Coordinated collection and delivery processes, overseeing logistics until shipments reached final destinations.
- Developed and sustained strong supplier relationships to secure favorable pricing and timelines.
- Cultivated strong customer relationships by facilitating payments and transactions efficiently.
Export Manager
Gevorkian Winery
Yerevan
07.2014 - 01.2020
- Managed export logistics for international wine shipments.
- Developed relationships with overseas distributors and importers.
- Coordinated compliance with international trade regulations and documentation.
- Oversaw inventory management for export-ready products.
- Collaborated with production teams to align supply with demand forecasts.
- Analyzed market trends to identify new export opportunities.
- Facilitated communication between departments to streamline export processes.
Customer Care Inbound and Outbound Call Specialist
UCOM
Yerevan
01.2012 - 01.2014
- Managed high volume of inbound and outbound calls efficiently, adhering to communication scripts for diverse topics.
- Utilized strong problem-solving and communication skills to resolve customer dissatisfaction and enhance experience.
- Identified customer needs, clarified information, researched issues, and provided effective solutions or alternatives.
- Build sustainable relationships and engage customers by taking the extra mile.
- Identified and capitalized on opportunities to upsell products during customer interactions.
- Achieved team qualitative and quantitative targets while recommending technology improvements for call flow.
- Keep records of all conversations in call center database in a comprehensible way.
Receptionist
Tufenkian Historic Yerevan Hotel
Yerevan
07.2010 - 01.2012
- Welcomed guests and checked booking details before allocating their rooms
- Provided concierge services by booking theatre tickets, arranging travel, and offering information on local amenities and attractions to enhance guest experience
- Answered phones from prospective customers and guests, took messages, and delivered them to appropriate staff
- Preparing room bills and ensuring prompt payments
- Completed administrative tasks, including filing and photocopying, to support office operations
Front Desk Clerk
Golden Tulip Hotel Yerevan
Yerevan
01.2010 - 01.2012
- Welcomed guests with a friendly demeanor and provided check-in assistance.
- Managed phone inquiries and directed calls to appropriate departments efficiently.
- Coordinated room bookings and ensured accurate guest information entry.
- Assisted in resolving guest complaints through effective communication and support.
- Collaborated with housekeeping to ensure timely room readiness for guests.
- Processed payments and handled cash transactions securely and accurately.
- Provided local area information to enhance guest experience during their stay.
Education
MASTER IN DIGITAL MARKETING AND ANALITICS, MASTER IN SALLES MANAGEMENT AND MARKETING - Digital Marketing
ENEB UNIVERSIDAD ISABEL I DE CASTILLA
Remote08-2025
Bachelor of Applied Linguistics - Linguistics
European Regional Educational Academy
Yerevan, Armenia09-2013
Skills
- Video analysis tools and verification processes
- Data analytics proficiency
- Operational workflow management
- Microsoft Office applications
- Problem-solving and critical thinking
- Detail-oriented approach
- Resilience under pressure
- Outstanding customer service and complaint resolution
- Behavioral management strategies
- Effective communication skills
- Team collaboration and project oversight
- Reservation and payment processing management
- Digital marketing strategies
- Brand growth and relationship building
Languages
- Armenian, Native
- English, Proficient
- Russian, Advanced
- Italian, Upper intermediate
- German, Intermediate
- French, Beginner
Timeline
Video Identification Specialist
Sumsub
06.2024 - Current
Guest Service Agent/ Senior
MSC Cruises
01.2022 - 01.2024
Sea Freight Operator
Maurice Ward
01.2021 - 01.2022
Export Manager
Gevorkian Winery
07.2014 - 01.2020
Customer Care Inbound and Outbound Call Specialist
UCOM
01.2012 - 01.2014
Receptionist
Tufenkian Historic Yerevan Hotel
07.2010 - 01.2012
Front Desk Clerk
Golden Tulip Hotel Yerevan
01.2010 - 01.2012
MASTER IN DIGITAL MARKETING AND ANALITICS, MASTER IN SALLES MANAGEMENT AND MARKETING - Digital Marketing
ENEB UNIVERSIDAD ISABEL I DE CASTILLA
Bachelor of Applied Linguistics - Linguistics
European Regional Educational Academy