Attentive Customer Service Representative with achieving Guest Service and customer service satisfaction of years and oriented on customer retention goals. Independent and quick-thinking team player. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Highly communicative professional with more than 14 years of expertise as a Concierge for high-end hotel chains. A team player with the ability to provide exceptional guest/customer service. Optimistic and personable individual who enjoys meeting new people. Strong presentation skills and a real go-getter. A strong research background and a love of all things travel.
Autogenic and Mental Training
• Working through Upwork.com with various Clients on different Projects
● Handle 60+ Cases/Tickets daily with duties including signing up new
cases, retrieving customer data, presenting relevant marketing channels for
GE, AUT, CH.
● Handle 10+ calls daily
● Maintain customer accounts and record account Information.
● Make product recommendations or services to customer based in their needs
● Handle Customer complaints and provide alternatives and/or solutions to ensure
resolution to complaints
● Upgrade and cancel customer accounts by customer requests
● Training new employees in how to use Callnovo CRM – entering customer data
and organizing customer logs
● Working through the necessary program to match all the Product
which is provided to sell such as Hotel, Travel, Package, Transfer
and Flight Contingent
● Daily Reporting for all new Contracts
● Following and analyzing all matches daily
● On request of all Abroad Destinations to forward their Reports to
the necessary departments
● Connected to Germany Head Office and Reporting the necessary
errors and handlings
● Updated the front desk’s concierge book daily so that guests had access to relevant local information.
● Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
● Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
● Arranged for transportation to and from the airport, train station and events for visitors upon request.
● Worked closely with guests, some VIP or celebrity, and always respected guests’ privacy.
● Answered customer telephone calls promptly and appropriately.
● Provided services efficiently and with high level of accuracy.
● Greeted and assisted guests by gathering information pertaining to
reservations or requests.
● Delivered messages, mail and packages left for guests and hotel
facilities in a timely manner.