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As a professional with a B.A in English Language and Literature (English Philology), Language Translation and Interpretation with excellent skills and with a vast experience in the tourism industry and customer service sector, I am eager to share my abilities and experience with a promising company. Given my extensive training and background, I could be a valuable asset to your team, either in the teaching area or in any kind of service oriented to customers.
I move naturally, with motivation and dedication, in multicultural environments, open to explore further in order to meet the expectations of the immense diversity of customers, building a bridge with them, creating a psychological, cultural and linguistic bond, highlighting the importance of their needs and satisfaction.
Positive, pragmatic, organized, patient, adaptable, empathetic, with good communication skills in different languages, these are some of the qualities that defined me as a professional.
Megasystem Academy - Reus , Tarragona
Hotelier Association Salou-Cambrils-La Pineda - Salou, Tarragona
Microbits Academy - Reus, Tarragona
Hotelier Association Salou-Cambrils-La Pineda - La Pineda, Tarragona
Microbit Academy - Reus, Tarragona
Enterprise Excellence Management Academy - La Pineda, Tarragona
Sales training school of Air France in Paris - Paris, Paris
Alliance Française de Cuba - Havana, Havana
Civil Aviation Institute of Cuba - Havana, Havana
University of Havana - Havana, Havana
Reservation of apartments, planning control, invoicing, check in and check out of customers , claim solving tasks , cashier duties , direct and indirect communication with clients by mail, phone and personal contact in Spanish, English, French and Russian.
Interacting with customers of diverse nationalities , in charge of check ins and check outs, invoicing , claim solving tasks, modification and planning control, upselling and cross-selling of a variety of touristic products.
Trained on Aci system to create, modify and follow hotel reservations, planning control, invoicing, personalized attention to clients in Hotel Gran Palas ( 5 Stars, Spa) .Upselling and Cross-selling of touristic products and services related.
Fleet control, creating rent-a car contracts, reservations, modifications, sales associated to the car contract ( all risk insurance, baby seat, snow chains, Gps service), invoicing, assistance to clients , claim management, monetary report and cashier tasks, responsible for dealing with customers in a timely manner and guaranteeing high level of customer service using native and foreign languages.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.Organized weekly sales reports for the sales department to track product success.Assisted customers with store and product complaints.Assisted customers in finding out-of-stock items.Stocked and rotated inventory regularly.
Supervised a team of agents in the process of reservation, modification and follow-up work of our customized clients .Product Management based on sales targets identifying ways to drive sales generation. Loss prevention.
- Customer Service: Recognizing, anticipating and satisfying customers’ needs through providing excellent customer service. Supervising cash purchases, exchanges and returns. Managing returns, orders and alterations.
- Team Management: Detecting staff requirements. Developing staff using various techniques, providing employees with selling goals, etc. Motivating the team. Organizing and planning weekly work schedules.
-Assist international customers via different modes of contacts inbound and outbound , especially diplomatic personal guaranteeing high quality service and loyalty program efficacy ( Frequence plus ).
Creation, modification and reservation of air transportation tks , cargo agent following all the shipment process and delivery.Guaranteed positive customer experiences and resolved all customer complaints.
English , French, Russian, Catalan, Spanish.
Microsoft: Excel, Office Suite, Outlook, Power Point , Word.
Excellent computer skills in the management of gmail , linked-in and , data search and collection in Internet.
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Resume Overview
School Attended
- Megasystem Academy
- Hotelier Association Salou-Cambrils-La Pineda
- Microbits Academy
- Hotelier Association Salou-Cambrils-La Pineda
- Microbit Academy
- Enterprise Excellence Management Academy
- Sales training school of Air France in Paris
- Alliance Française de Cuba
- Civil Aviation Institute of Cuba
- University of Havana
Job Titles Held:
- Administrative
- Receptionist Front Desk
- Receptionist Front Desk
- Administrative
- Clerk
- Sales Supervisor in City Office
- International Air Travel Representative
Degrees
- Administrative Management
- Professional Training in Reception Desk
- Accounting assistant
- Russian Language
- Organization of the information
- Customer service and complaint management
- Emission Amadeus, Fare Construction, Prepaids
- French Language
- International Air Traffic Representative
- B.A in English Language and Literature
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