Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Viktoriia Nikolaienko

Viktoriia Nikolaienko

Stockholm,AB

Summary

Customer-focused operations professional with a Bachelor's degree in Foreign Languages (English teaching). Experienced in client relationship management, problem-solving, and team coordination in fast-paced environments. Fluent in English and Ukrainian, with professional working proficiency in Swedish.

Overview

5
5
years of professional experience

Work History

Cabin Crew/ Flight Attendant

Ryanair
01.2023 - Current
  • Communicated critical safety and service information to over 200 passengers per flight, ensuring full compliance with company and international aviation standards.
  • Built strong client relationships by anticipating passenger needs, resolving issues promptly, and delivering personalized service — resulting in a 30% increase in positive feedback and customer satisfaction scores.
  • Coordinated onboarding and departure processes for over 700 passengers per day in high-pressure, fast-paced environments, ensuring on-time departures and smooth operations.
  • Maintained organized, client-ready cabin spaces through proactive resource allocation and quality management, contributing to a 15% reduction in onboard service delays.

Airport host and team leader

Swedavia AB
07.2022 - 11.2022
  • Delivered clear, timely communication to over 5000 airport guests daily regarding procedures, schedules, and service changes, ensuring a smooth, informed, and stress-free travel experience.
  • Led and supported teams of 10-20 members in fast-paced, high-volume environments, optimizing workflows and resolving issues promptly to maintain 98% on-time performance and service quality.
  • Provided personalized assistance to more than 500 passengers per shift and maintained professional, organized spaces through proactive planning and resource management, contributing to 20% improvement in operational efficiency.

CS agent

Supportlab
12.2020 - 03.2022
  • Delivered high-quality customer assistance through live chat and email, handling 50+ inquiries per hour and ensuring clear communication with an average 100% resolution rate within 8 hours.
  • Resolved complex, time-sensitive issues by identifying root causes and implementing effective solutions, contributing to a 50% reduction in repeat inquiries.
  • Transformed dissatisfied customers into loyal clients through empathy, active listening, and conflict resolution techniques, resulting in a 70% increase in customer satisfaction or retention.
  • Utilized digital tools including company ERP system and customer management/ticketing platforms to efficiently track cases, manage workflows, and maintain accurate records.

Education

Bachelor degree - Foreign languages, Applied Linguistics

VNU
06.2023

Skills

  • Customer Experience & Relationship Management
  • Experience working digitally in ERP and customer management systems
  • Team Leadership & Collaboration
  • Process Coordination & Workflow Optimization
  • Communication (In-Person, Chat, Email)
  • Attention to detail
  • Strong work ethic
  • Time management
  • Multilingual skills
  • Company policy adherence

Accomplishments

  • Mentored newly hired flight attendants in customer service and safety techniques, improving overall service quality by 35%.
  • Attended various trainings and workshops and was rewarded with a job promotion as a result.
  • Upsold food and spirits to travelers, which boosted in-flight revenues by 50% on a monthly basis.
  • Took on additional crew responsibilities when other flight attendants were overwhelmed, which provided valuable on-the-job training in different roles.

Languages

English
Native or Bilingual
Sweden
Professional Working
Ukrainian
Native or Bilingual

Timeline

Cabin Crew/ Flight Attendant

Ryanair
01.2023 - Current

Airport host and team leader

Swedavia AB
07.2022 - 11.2022

CS agent

Supportlab
12.2020 - 03.2022

Bachelor degree - Foreign languages, Applied Linguistics

VNU

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Viktoriia Nikolaienko