Experience

• 

  The Hotels Network

  • Barcelona, Catalonia, Spain

  • Client success team leader

    • Feb 2019 - Present
    • Barcelona, Catalonia, Spain

• 

  Splendia

  • Spain
  • Travel Arrangements
  • 1 - 100 Employee

  • Market Account Manager

    • Aug 2018 - Feb 2019

    Taking care of central and east european markets

  • Sales and Customer Service Manager

    • Apr 2017 - Feb 2019

    My duties and responsibilities include but are not limited to:Directing the team's focus; setting goals; determining ways to streamline and improve the sales process; Recruiting, hiring, and training new customer service & sales agents; Evaluating agent and representative performance; Addressing and resolving team and customer conflicts; Providing sales goals and encouragement to achieve goals; Setting and maintaining all customer service procedures and policies

  • VIP Services Manager

    • Aug 2015 - May 2017

    I was in charge to develop a new department within the customer service to take care of our best VIPs. I had to develop standards and procedures, but also to research strategies to further improve the customer experience and increase the repeat order.

  • Customer Service Team Leader

    • Jan 2015 - May 2017

    - Recruiting and training of the new comers- Making rotating shifts- Call, mail and chat monitoring of 15 team members- Escalation point of the contact center

  • Customer and sales consultant

    • Jan 2014 - Jan 2015

    -  Answering inbound contacts; calls, emails, chats-  Outbound calls to follow up on cases and sales offers-  Reservation of hotel rooms worldwide-  Back office tasks and handling of customer’s complaints

• 

  The Ritz-Carlton Hotel Company L.L.C.

  • United States
  • Hospitality
  • 700 & Above Employee

  • Club Concierge

    • Jan 2013 - Jan 2014

    As a club concierge staff in the ritz carlton company i was responsible for:_ attending processes guests with check-in and check-out._ preparing and processing customer accounts._ assigning rooms._ attending cordially with guest and colleagues needs and requirement._ updating informations on the system, database, files etc..(administrative duties)._ informing guests regarding the services offered by the company._ assisting, advising and coordinating reservations for restaurants, transportations and tourist attractions._ creating and collaborating with the creation of new procedures to ensure and increase customer satisfaction._ motivating and training colleagues and new staff._ supervising according to management needs.

  • Receptionist

    • Jun 2012 - Dec 2012

    In my duties as receptionist, i was performing the following activities:_ Money management (Cash, credit cards, debit cards, etc..)._ Attend processes Guests with check-in and check-out._ Prepares and processes customer accounts._ Meets fully with the procedures and standards of the Company._ Assigns rooms and supervises compliance internal regulations._ Inform Guests regarding the services offered by the Company.

• 

  Taste of sahara

  • Serveuse

    • Jan 2011 - Jul 2011