Olha Skliarova
Warsaw,14
Summary
Experienced professional in client relations and service operations with a background in aviation and international organizations. Committed to delivering consistent, thoughtful, and brand-aligned communication across all customer touchpoints. Supported team growth by enhancing communication skills and offering guidance on etiquette, ethics, and protocol — applying these values consistently throughout my career.
Overview
14
14
years of professional experience
Work History
Project Assistant, Case Management, RSC Eurasia
IOM Poland
02.2024 - 03.2025
- Managed high-volume and high-sensitivity client case files, ensuring full lifecycle coordination, compliance, and cross-departmental accuracy across international service workflows.
- Led end-to-end case operations for refugee clients, including client-facing interviews, multi-language support, form processing, and biographical data integrity across digital platforms.
- Delivered in-person and virtual briefings to clients, explaining complex timelines, policies, and expectations with clarity, cultural sensitivity, and emotional intelligence.
- Ensured operational quality through regular audit-style reviews (QC), tracking case file metrics, and verifying data accuracy via START and SOP standards.
- Served as primary point of escalation for urgent or sensitive cases, ensuring timely and empathetic resolution in line with humanitarian principles and data protection standards.
- Trained and mentored new team members on customer interaction protocols, data accuracy, operational compliance, and client engagement excellence.
- Collaborated with regional teams to optimize scheduling, resource planning, and communication flows, improving appointment coordination and client preparedness.
- Drafted reports on performance indicators, feedback trends, and service bottlenecks, offering insights for continuous process and communication improvements.
- Undertake refugee form fill and casework interviews for the purpose of recording case histories and biographical information, translating documents.
- Maintained strict confidentiality and upheld ethical standards in all client interactions, ensuring trust, neutrality, and dignity in every communication touchpoint.
- Traveling duty as needed to participate in refugee interview and adjudication circuit rides.
Focal Point, Communication RSC Eurasia
IOM Poland
07.2023 - 02.2024
- Supervised and supported project assistants, ensuring efficient task distribution and high-quality case processing.
- Delivered consultations to beneficiaries across phone, email, and in-person channels, ensuring clarity and policy compliance.
- Identified and escalated sensitive or urgent cases, liaised with internal teams, and maintained accurate case documentation.
- Trained new staff, supported cross-office knowledge sharing, and ensured adherence to confidentiality and program standards.
- Undertaking duty travel as needed for providing in person consultations for beneficiaries.
Project Assistant, Communications, RSC Eurasia
IOM Poland
07.2022 - 07.2023
- Delivered clear, accurate, and courteous case consultations via the information center, ensuring policy-aligned support to beneficiaries.
- Maintained and updated communications-related data in START, ensuring consistency and system integrity.
- Conducted quality checks of case communication entries and tools, supporting compliance with program standards.
- Prepared regular activity reports for focal points and supervisors, supporting transparent operations and informed decisions.
- Participated in duty travel and meetings to support cross-location coordination and client communication efforts.
Corporate Travel Manager
Golden Globe Travel Agency (partner of FCM Travel)
08.2021 - 07.2022
- Handling and overseeing all travel arrangements (hotels accommodation, air logistics, restaurants and halls for events, activities).
- Negotiate agreements and rates with travel service providers.
- Support of event organization.
- Providing advice on travel documents, visa requirements.
- Invoicing and process of sales reports.
Sales Executive
Aeroclub-AMC (Distributor of Flydubai in Ukraine)
08.2011 - 10.2020
- Delivered comprehensive customer support in airline ticketing, fare rules, flight schedules, and post-booking services.
- Managed reservations, invoicing, and payment control, ensuring accuracy and timely communication.
- Provided real-time assistance for baggage tracing, flight disruptions, and urgent rebooking requests.
- Supported travel agents and corporate clients via call center and help desk channels, ensuring service consistency.
- Collected customer feedback and efficiently escalated key issues to airline departments for service improvement.
- Represented the airline at industry workshops and brand presentations across Ukraine, promoting airline services and maintaining a professional presence.
- Ensured high responsiveness and empathetic problem-solving in a fast-paced operational environment.
- Undertaking duty travels as needed.
Education
Certificates - Communication And Humanitarian
UN Trainings
03-2025
Certificate - Diplomacy
Expert Centre Diplomacy
Kyiv, Ukraine06-2023
Certificate - E-Ticketing
Travel Port
Kyiv, Ukraine05-2018
Certificate - Civil Aviation
Training Center of Air Tickets Salesperson
Kyiv, Ukraine12-2013
Specialist - Linguistics
National Technical University of Ukraine “KPI"
Kyiv, Ukraine01-2011
Skills
- Effective communication skills
- Focused on delivering outcomes
- Personal accountability
- Collaborative teamwork
- Decision-making
- Client-focused professionalism
- Proficient in computer applications
- Strategic Thinking
- Inspiring & Developing Others
- Inclusive and Diversity Communication
- Business Acumen
Additional Information
Passionate about sports and well-being as a foundation for balanced performance. Deeply interested in high-end service culture, modern etiquette, and cross-cultural communication. Inspired by mentorship and the exchange of knowledge that supports personal and professional growth.
Languages
English
Advanced (C1)
Ukrainian
Bilingual or Proficient (C2)
Russian
Bilingual or Proficient (C2)
Timeline
Project Assistant, Case Management, RSC Eurasia
IOM Poland
02.2024 - 03.2025
Focal Point, Communication RSC Eurasia
IOM Poland
07.2023 - 02.2024
Project Assistant, Communications, RSC Eurasia
IOM Poland
07.2022 - 07.2023
Corporate Travel Manager
Golden Globe Travel Agency (partner of FCM Travel)
08.2021 - 07.2022
Sales Executive
Aeroclub-AMC (Distributor of Flydubai in Ukraine)
08.2011 - 10.2020
Certificates - Communication And Humanitarian
UN Trainings
Certificate - Diplomacy
Expert Centre Diplomacy
Certificate - E-Ticketing
Travel Port
Certificate - Civil Aviation
Training Center of Air Tickets Salesperson
Specialist - Linguistics
National Technical University of Ukraine “KPI"
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