Experience

Exoticca

• Spain
• Travel Arrangements
• 200 - 300 Employee

• Travel Operations Lead

  • May 2023 - Present

• Travel Operations Coordinator

  • Aug 2022 - Apr 2023



Qonto

• France
• Financial Services
• 700 & Above Employee

• Onboarding CS Lead

  • Feb 2022 - Jul 2022

  Qonto is the leading European business finance solution. It simplifies everything from everyday banking and financing, to bookkeeping and spend management. Qonto energizes SMEs and freelancers so that they can achieve more. A few figures about Qonto: - Alexandre Prot and Steve Anavi created Qonto in July 2017 - 500+ happy Qontoers (And we're hiring more!) - 250,000 + companies are using Qonto - €622m raised with VCs and business angels including Valar, Alven, the European… Show more Qonto is the leading European business finance solution. It simplifies everything from everyday banking and financing, to bookkeeping and spend management. Qonto energizes SMEs and freelancers so that they can achieve more. A few figures about Qonto: - Alexandre Prot and Steve Anavi created Qonto in July 2017 - 500+ happy Qontoers (And we're hiring more!) - 250,000 + companies are using Qonto - €622m raised with VCs and business angels including Valar, Alven, the European Investment Bank, Tencent, DST Global, Tiger Global, TCV, Alkeon, Eurazeo, KKR, Insight Partners, Exor Seeds and Gaingels. - Listed in the French Tech #Next40, bringing together the most promising young companies of the French Tech industry. - 1st B2B account for finance management to get a Payment Institution licence. Show less Qonto is the leading European business finance solution. It simplifies everything from everyday banking and financing, to bookkeeping and spend management. Qonto energizes SMEs and freelancers so that they can achieve more. A few figures about Qonto: - Alexandre Prot and Steve Anavi created Qonto in July 2017 - 500+ happy Qontoers (And we're hiring more!) - 250,000 + companies are using Qonto - €622m raised with VCs and business angels including Valar, Alven, the European… Show more Qonto is the leading European business finance solution. It simplifies everything from everyday banking and financing, to bookkeeping and spend management. Qonto energizes SMEs and freelancers so that they can achieve more. A few figures about Qonto: - Alexandre Prot and Steve Anavi created Qonto in July 2017 - 500+ happy Qontoers (And we're hiring more!) - 250,000 + companies are using Qonto - €622m raised with VCs and business angels including Valar, Alven, the European Investment Bank, Tencent, DST Global, Tiger Global, TCV, Alkeon, Eurazeo, KKR, Insight Partners, Exor Seeds and Gaingels. - Listed in the French Tech #Next40, bringing together the most promising young companies of the French Tech industry. - 1st B2B account for finance management to get a Payment Institution licence. Show less



Exoticca

• Spain
• Travel Arrangements
• 200 - 300 Employee

• Flight Operations Specialist

  • Oct 2020 - Jan 2022



IGT Solutions

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Team Lead

  • Jun 2018 - Jan 2021

  Project: eDreams Odigeo - Inspired a team of more than 20 members to overcome their daily challenges by providing appropriate support. - Fostered teamwork by embracing diversity and by ensuring a clear and constructive communication. - Boosted productivity 15% by monitoring KPIs, coaching and by giving feedback on a regular basis. - Achieved a 10% improvement on the Quality Standards by performing regularly call checks or investigating customer DSAT. - Optimized escalations 25%… Show more Project: eDreams Odigeo - Inspired a team of more than 20 members to overcome their daily challenges by providing appropriate support. - Fostered teamwork by embracing diversity and by ensuring a clear and constructive communication. - Boosted productivity 15% by monitoring KPIs, coaching and by giving feedback on a regular basis. - Achieved a 10% improvement on the Quality Standards by performing regularly call checks or investigating customer DSAT. - Optimized escalations 25% by aligning with the customer on the matrix of escalations and by controlling the quality of escalations. - Orchestrated the customer service implementation of new tools such as Amadeus Touchless, NDC, PK fare or IBE tool. Show less Project: eDreams Odigeo - Inspired a team of more than 20 members to overcome their daily challenges by providing appropriate support. - Fostered teamwork by embracing diversity and by ensuring a clear and constructive communication. - Boosted productivity 15% by monitoring KPIs, coaching and by giving feedback on a regular basis. - Achieved a 10% improvement on the Quality Standards by performing regularly call checks or investigating customer DSAT. - Optimized escalations 25%… Show more Project: eDreams Odigeo - Inspired a team of more than 20 members to overcome their daily challenges by providing appropriate support. - Fostered teamwork by embracing diversity and by ensuring a clear and constructive communication. - Boosted productivity 15% by monitoring KPIs, coaching and by giving feedback on a regular basis. - Achieved a 10% improvement on the Quality Standards by performing regularly call checks or investigating customer DSAT. - Optimized escalations 25% by aligning with the customer on the matrix of escalations and by controlling the quality of escalations. - Orchestrated the customer service implementation of new tools such as Amadeus Touchless, NDC, PK fare or IBE tool. Show less



eDreams ODIGEO

• Spain
• Technology, Information and Internet
• 700 & Above Employee

• Call Center Specialist (Supervisor)

  • Jul 2017 - Jun 2018

  Responsible for: - Consolidated the development of the EN Team by monitoring the business KPIs. - Accelerated the productivity improvement by providing coaching and constructive feedback. - Reduced AHT 120 by remodelling the Amadeus documentation. - Organized the daily workflow by delegating tasks and ensuring that all employees understand their duties. - Collaborated with BPO to reduce 30% of mail escalations by fostering ownership. - Incorporated new team members by… Show more Responsible for: - Consolidated the development of the EN Team by monitoring the business KPIs. - Accelerated the productivity improvement by providing coaching and constructive feedback. - Reduced AHT 120 by remodelling the Amadeus documentation. - Organized the daily workflow by delegating tasks and ensuring that all employees understand their duties. - Collaborated with BPO to reduce 30% of mail escalations by fostering ownership. - Incorporated new team members by interviewing the candidates.

• Travel Agent

  • Nov 2015 - Jun 2017

  Responsible for: - Provided 1st class customer service by taking responsibility for Spanish and Portuguese calls. - Achieved all KPIs in a regular basis by answering up to 70 calls per day. - Contributed to customer satisfaction by dealing with all passengers enquiries. - Maximized revenue by generating more sales of flights and extra services. In average +15% - 20% more than the average of the team.



Jurys Inn Hotel Group

• Ireland
• Hospitality
• 500 - 600 Employee

• Night Team Lead and Duty Manager

  • Apr 2015 - Oct 2015

  • Taking responsibility for the hotel and its operations as a Duty Manager • Supervising the activity of the night porters • Dealing with all guest enquiries and complaints • Dealing with bookouts • Setting up conference facilities • Dealing with advance purchases • Responsible for the bar cash up • Dealing with Petty Cash • Organising porterage for groups checking out • Responsible for the Night Audit procedures and reports for the relevant departments • Training… Show more • Taking responsibility for the hotel and its operations as a Duty Manager • Supervising the activity of the night porters • Dealing with all guest enquiries and complaints • Dealing with bookouts • Setting up conference facilities • Dealing with advance purchases • Responsible for the bar cash up • Dealing with Petty Cash • Organising porterage for groups checking out • Responsible for the Night Audit procedures and reports for the relevant departments • Training and development of the staff Show less • Taking responsibility for the hotel and its operations as a Duty Manager • Supervising the activity of the night porters • Dealing with all guest enquiries and complaints • Dealing with bookouts • Setting up conference facilities • Dealing with advance purchases • Responsible for the bar cash up • Dealing with Petty Cash • Organising porterage for groups checking out • Responsible for the Night Audit procedures and reports for the relevant departments • Training… Show more • Taking responsibility for the hotel and its operations as a Duty Manager • Supervising the activity of the night porters • Dealing with all guest enquiries and complaints • Dealing with bookouts • Setting up conference facilities • Dealing with advance purchases • Responsible for the bar cash up • Dealing with Petty Cash • Organising porterage for groups checking out • Responsible for the Night Audit procedures and reports for the relevant departments • Training and development of the staff Show less



ibis london city - shoreditch

• Londres, Reino Unido

• Night Auditor and Night Duty Manager

  • Jan 2014 - Apr 2015



Portway - Handling de Portugal S. A.

• Portugal
• Airlines and Aviation
• 700 & Above Employee

• Check-in Agent

  • Mar 2011 - Oct 2013



Tivoli Hotels & Resorts

• Vilamoura

• Receptionist (Traineeship)

  • May 2010 - Oct 2010

  and 01.04.2013 – 15.07.2013 • Delivering exceptional guest service to all internal and external customers and guests, • Performing the check in/out function in a warm and efficient manner, • Answering the phone in a polite and professional manner, • Dealing with all guest request and queries, • Performing other reception duties. and 01.04.2013 – 15.07.2013 • Delivering exceptional guest service to all internal and external customers and guests, • Performing the check in/out function in a warm and efficient manner, • Answering the phone in a polite and professional manner, • Dealing with all guest request and queries, • Performing other reception duties.