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Resolution Specialist
HouseTrip Lda, Lisboa (Portugal)
Contact Guests proactively should we detect a problem with their booking, providing them with alternatives to solve the problem
Respond and follow up to inbound contacts from customers, solving their problems in a fast and friendly way (via email and phone)
Identify and escalate priority issues in order to avoid customer and operational impact
Handle and resolve customer complaints (e.g. obtain and evaluate relevant data to ensure proper follow up and resolution).
Mediate between Guests and Hosts to resolve issues (e.g. in case of complaint, ensure guest and host are satisfied, will continue to use HouseTrip services and the final outcome is a balanced decision for both parties)
Report on activity on a daily basis and be accountable for the contribution to the team's effort
Make suggestions to implement projects that increase customer satisfaction and ensure the highest quality of service
Keep up to date with all relevant company policies, processes and tools as well as knowing in great detail how the product works

22/03/2011
Help Desk
Tempo Team, Lisboa (Portugal)
HC ENERGIA (EDP GROUP)
Respond and follow up to inbound contacts from the Spanish market Customers, solving their problems or escalating them to the appropriated.
Identify and escalate priority issues in order to avoid customer and operational impact.
Creation and schedule of appointments for technical assistance.
Explanation of invoices, loyalty programs and website.
Complaints handling.
Support/ training of new team members.

22/01/2011–24/02/2011
Receptionist
Lisbon Poets Hostel, Lisboa (Portugal)
Personalized check-in/check-out, cash handling, guest request handling, administrative tasks, reservations, translation, e-mail and phone answering, maintaining the reception area, preparing breakfast, providing an excellent customer service.
Business or sector Accommodation and food service activities

13/12/2010–27/01/2011
Help Desk
3C Customer Contact Center, Lisboa (Portugal)
Serve customers with questions about their billing, resolve questions about the operation of the
service offered and management of new contracts among other functions made.
Front and Back office.

25/10/2010–02/12/2010
TECHNICAL SUPPORT
TELEPERFORMANCE, Lisboa (Portugal)
Serve customers with questions about their billing, resolve questions about the operation of the
service offered and management of new contracts among other functions made.
Front and Back office.

2008–2009
Freelance English Teacher
Pereira (Colombia)
Ensino da lingua inglesa escrita e falada
Business or sector Education

01/01/2003–01/06/2003
Translator
LATIN LOVE MATES, CALI (COLOMBIA)
Translator English-Spanish.
Business or sector Administrative and support service activities

01/06/2002–31/12/2002
Receptionist
LATIN LOVE MATES, CALI (COLOMBIA)
Responsible for reservations, personalized check-in/check-out, cash handling, administrative tasks, e-mail and phone answering, maintaining the reception area, preparing visa information and providing an excellent customer service.
Business or sector Administrative and support service activities","rawText":"18/06/2012–17/06/2014 Resolution Specialist HouseTrip Lda, Lisboa (Portugal) Contact Guests proactively should we detect a problem with their booking, providing them with alternatives to solve the problem Respond and follow up to inbound contacts from customers, solving their problems in a fast and friendly way (via email and phone) Identify and escalate priority issues in order to avoid customer and operational impact Handle and resolve customer complaints (e.g. obtain and evaluate relevant data to ensure proper follow up and resolution). Mediate between Guests and Hosts to resolve issues (e.g. in case of complaint, ensure guest and host are satisfied, will continue to use HouseTrip services and the final outcome is a balanced decision for both parties) Report on activity on a daily basis and be accountable for the contribution to the team's effort Make suggestions to implement projects that increase customer satisfaction and ensure the highest quality of service Keep up to date with all relevant company policies, processes and tools as well as knowing in great detail how the product works 22/03/2011 Help Desk Tempo Team, Lisboa (Portugal) HC ENERGIA (EDP GROUP) Respond and follow up to inbound contacts from the Spanish market Customers, solving their problems or escalating them to the appropriated. Identify and escalate priority issues in order to avoid customer and operational impact. Creation and schedule of appointments for technical assistance. Explanation of invoices, loyalty programs and website. Complaints handling. Support/ training of new team members. 22/01/2011–24/02/2011 Receptionist Lisbon Poets Hostel, Lisboa (Portugal) Personalized check-in/check-out, cash handling, guest request handling, administrative tasks, reservations, translation, e-mail and phone answering, maintaining the reception area, preparing breakfast, providing an excellent customer service. Business or sector Accommodation and food service activities 13/12/2010–27/01/2011 Help Desk 3C Customer Contact Center, Lisboa (Portugal) Serve customers with questions about their billing, resolve questions about the operation of the service offered and management of new contracts among other functions made. Front and Back office. 25/10/2010–02/12/2010 TECHNICAL SUPPORT TELEPERFORMANCE, Lisboa (Portugal) Serve customers with questions about their billing, resolve questions about the operation of the service offered and management of new contracts among other functions made. 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