GROUPS Reservation Quality Agent and Customer Service Specialist

• Jan 2020 - Present

First and direct contact with providers on a B2B basis through multiple channels (phone, chat, emails), covering all areas and markets along the Camino the Santiago (Spain, Portugal), the Via Francigena (UK, France, Italy) and hiking programs (Ireland and Canary Islands).Management and organization of groups bookings and services of: accommodation, luggage transfer, transfer, bike rental and extra services (including specific programs such as Guided Tours and itineraries for people with reduced mobility – I’ll Push You) - Use of Zendesk, Tour PlanConfident negotiating and maintaining a close and professional relationship with providers and clients. Booking services and follow up - working hand in hand with the Groups and FIT Reservation teams as well as Customer Service, Products, Sales and Accounts.Accounting assistance with proforma invoices and groups’ prepayments.Data entry in Tour Plan, creating new products and PCMs (Pre-Costed Module) packages, helping loading and amending rates, creating messages for the different markets.Quality control of new and old products, making sure to be in line with the policy of the Company and supervising the value before/after the sale and the acceptance of new professional relationships with providers to ensure work is carried out in accordance with performance targets and high quality standards for our clients.Helping identifying improvement opportunities within the internal quality processes escalating conflicts in a timely manner to appropriate personnel and ensuring product maintenance and continuous changes. Show less

FIT Reservation Agent

• Apr 2019 - Dec 2019

Management and organization of bookings for FIT (up to 9 clients) using Tour Plan, Restel and Zendesk platforms.Direct B2C and multilingual B2B contact providing assistance phone service for emergency 24/7 (also outside of working hours).Market research of new collaborations providing a full service package

Quality Assurance and Multicultural Representative Assistant

• Apr 2018 - Apr 2019

Guiding and coaching new and existing agents to improve performances and guiding trainees through the system.Ensuring the understanding of the policy, along with the respect of the high quality standards of the Company.Assisting trainees with feedbacks to ensure a correct support and personalization of the job according to the customer's needs.

Multilingual Customer Service Representative

• Apr 2017 - Apr 2018

Multilingual and fully skilled General Reservation Agent for the UK/Irish, Italian, Spanish, USA, Scandinavian and Baltic market. Assisting customers in new sales, rebookings, special services requests, refunds and irregularities, both via phone and e-mail with the Novomind tool (Customer Relation Service). Complete understanding of OneRes/Caspar/Samba Amadeus interfaces. Travel advisor, technical support assistant, fare applicability, Amadeus entries, Round the World tickets, terms and conditions, recalculations and special services requests. Providing assistance to Miles and Mores members - Lufthansa´s loyalty program – most valuable Lufthansa customers.Web Support Representative Worldwide Market. Guiding customers on www.lufthansa.com. Reporting website bugs and errors to the IT team using Jira Bug Report tool and logging-in on customers’ behalf via the Admin Portal. Show less

English Teacher - Nursery School

• Nov 2016 - Apr 2017

Organization and Management of lectures and recreational training activities in English for children between 0-3 years old. Organization and Management of lectures and recreational training activities in English for children between 0-3 years old.

Independent Translator

• Jun 2016 - Aug 2016

External and independent collaboration for booklets translations from English to Spanish. The product mostly concerned refrigerators and domestic appliances. External and independent collaboration for booklets translations from English to Spanish. The product mostly concerned refrigerators and domestic appliances.

Editor & Publisher

• Apr 2014 - Jun 2014

Leonardo Project in Sustainable Tourism. Intensive English course. Editor and Assistant of the project EUROCHILD (Book published in 2014). Leonardo Project in Sustainable Tourism. Intensive English course. Editor and Assistant of the project EUROCHILD (Book published in 2014).

Teacher Assistant - Internship

• Apr 2012 - Jun 2012

Travel Agent - Internship

• Jun 2009 - Aug 2009