Customer Support Analyst

-Resolved guest complaints and discrepancies in a prompt and courteous manner.
-Responded to guest and client inquiries, complaints, and special requests to increase customer satisfaction
-Registered reservations, recorded guest information in the system, and verified details
-Maintained excellent knowledge of the property owners and their many facilities/services
-Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
-Upheld service provider policies and procedures by providing a high level of customer service
-Provided accurate information regarding local attractions, restaurants, and activities

-Helped customers create their ideal itinerary according to their demographic group, interests, and personality
-Increased and maintained quality customer service experience for guests visiting 5 hostel locations (Berlin, Vienna, Munich, London, Venice) via phone and e-mail, direct chat
-Performed professional support within the company, ensuring efficient workflow across departments
-Surpassed quarterly team goals 10+ times by partnering with colleagues to implement most efficient practices and protocols.
-Handled more than 60 group and individual reservations per shift, representing every step of guests’ journey
-Handled payments for online transactions
-Reacted promptly to ad-hoc guest needs and requests

-Organised and facilitated 40+ projects and events directed at community development, youth empowerment, health awareness, education, and leadership
-Managed a contact list of 1000+ alumni of State Department-funded education programs and facilitated their positive involvement in their home communities
-Aided alumni in their initiatives and projects by guiding them through different bureaucratic processes, providing logistical support
-Helped alumni write over 50 grant proposals, build comprehensible budgets, and research alternative funding opportunities.