Kristina Nikolaeva

Experience

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  NH Central Station

  Jan 2009 - Jul 2009

  Assistant of Housekeeping Executive (Intern)
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  JW Marriott Washington DC

  Jan 2010 - Jan 2011

  Front Desk Associate (Intern)
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  HVS Executive Search

  Jan 2012 - Jan 2013

  Researcher

  - Executive search ( 20+ successful projects)- Recruitment coordination- Participated in organizing company conferences in Kyiv and Baku - Assisted in writing industry reports and articles

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  Expedia, Inc.

  Jan 2013 - Jan 2014

  Market Associate (Partner Success)

  - Onboarded and trained new clients while supporting existing clients (100+ hotels). - Designed instructional videos to support client onboarding.- Managed client data and analyzed insights in Salesforce. - Initiated and coordinated projects to optimize internal processes in collaboration with tech teams.

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  Предприниматель

  Jan 2015 - Jul 2021

  Freelance researcher, analyst, instructional designer

  - Prepared analytical reports and team manuals for service companies. - Conducted research for publications on leadership, hospitality and service for professional magazines.- Developed flowcharts and customer journey maps for hospitality companies.

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  Yandex

  Jan 2017 - Jan 2018

  Account Manager (Partner Success)

  - Acted as the first point of contact for 80+ clients ensuring a high level of customer satisfaction. - Onboarded and trained new clients. - Optimized customer experience processes and designed flowcharts. - Communicated and tracked issue resolution with developers in Jira.

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  Airhosted GmbH

  Jan 2021 - Jan 2023

  Quality Manager

  - Analyzed and categorized client feedback, developed action plans to improve service quality. - Developed standard operating procedures (SOPs) for customer support employees. - Formalized the company’s knowledge base to support the team. - Managed financial reconciliation and client payouts. - Supported onboarding of new hosts.- Tools used: Google Sheets, Airtable, Notion, Miro, Slack, Typeform.

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  Holy Wine, natural wine bars and shops

  Jan 2023 - Jan 2024

  Project Manager/Administrative Consultant

  - Designed an administrative system to collect, manage and analyze internal data for two wine bars and shops.- Planned and oversaw legal, administrative, and operational aspects of opening a new wine bar.- Effectively communicated with internal and external stakeholders to achieve relevant business goals. - Generated financial and product reports to support data-driven decision-making.- Performed financial reconciliation.- Created and updated an internal database for efficient product categorization. Exibir menos

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  WTW

  Jan 2024 - now

  Global Benefits Project Manager