Andrea Lopes Villena

• Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
• Achieved monthly sales targets by proactively upselling additional products and services when appropriate during calls with customers.
• Streamlined reservation processes for increased accuracy and reduced booking errors.
• Maintained strong relationships with clients through personalized service and prompt communication.
• Provided exceptional customer service at every interaction point, resulting in positive reviews from clients.
• Answered incoming telephone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided high level of customers service to each person by engaging them and using active listening and effective interpersonal skills.
• Resolved various issues and discrepancies for the clients.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of all the hotels products, services, and facilities.
• Worked closely with front desk to achieve full occupancy of property.
• Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
• Achieved excellent LQA results.

• Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
• Dealt with all the secretarial assignments including duties such as office coordination, scheduling,meetings and interviews, preparing and maintaining records, reports and correspondence.
• Responsible for the scheduling of the "Initial Trainings" such as ground trainings and simulator sessions for the new hired flight crew members and provided them with transport and hotel accommodation.
• Scheduled and booked all the First Class Medical for the Flight Crew Members.
• Worked together with the Crew Planning Department in order to build the crew monthly schedule, based on

their training and medical activities.

• Obtained excellent results during internal and external audits.

• Worked in own bed-and-breakfast, performed all of the duties of an innkeeper. This included setting up reservations, checking guests in and out, answering questions and possible complaints from guests, cooking and serving breakfast and providing housekeeping services.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked flexible hours across night, weekend, and holiday shifts.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Shared and enforced the rules and policies of the B&B.
• Other tasks included shopping for food and supplies, making repairs and maintaining the grounds.
• Managed all the financial and administrative tasks to keep the bed-and-breakfast running.
• Created and followed a marketing plan to bring guests into the property.
• Complied with laws and regulations maintaining a business and food service license, as well as liability and property insurance and complying with fire regulations.

• Dealt with all typical secretary business duties and routine activities.

• Responsible for scheduling all the "Initial"and "Recurrent Trainings" such as ground trainings, simulator sessions, training flights, line checks and 1°class medicals for the flight crew members.

• Collaborated with the HR Department in all matters regarding Flight Crew Members.

• Properly maintained the records of all training, checking and qualification undertaken by the crew members, as well as medical certificates.

• Provided, during all trainings, hotel accommodation and transfers for the instructors and the participants.

• Member of the ERP team (Emergency Response Plan).

• Obtained excellent audit results and positive comments from different teams of auditors.

•Responsible for reservations and cancellations for guests on the phone, by letter, fax or email and face to face.

•Allocated rooms and handed out keys to guests.

•Received foreign exchange. Compiled guests' bills. Received payment.

•Answered questions about facilities and amenities in the hotel and the surrounding area.

•Ability in problem solving

•Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.

•During the last period of collaboration in the company, worked as reservations supervisor.

•Answered all telephone calls to the reservations department in a professional manner.

•Processed all enquiries & reservations accurately, including reservations by telephone, email or fax and confirmed them within 24 hours.

•Maintained current knowledge across the venue and surrounding area to provide best advice for all enquiries. •Handled morning reports, like cancellation arrival and trace reports.

•Provided internal departments with accurate information, taking care of client's individual requirements like spa •Provided internal departments with accurate information, taking care of client's individual requirements like spa treatments, dinner reservations, golf bookings, babysitting service or transfers.

•Achieved excellent results in LQA.

•Trained and supervised the new reservations office based in London when Madrid office was closed during the last two months.

•Answered all telephone calls to the reservations department in a professional manner.

•Provided clients with accurate rate information of each member hotel.

•Handled morning reports like cancellation arrival and trace reports.

•Took care of client's individual requirements like spa treatments, dinner reservations golf bookings, babysitting service or transfers.

•Ability in problem solving

• Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
• Received inbound customer calls related to credit and accounts receivable.
• Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
• Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
• Helped the customer either by answering his question or providing him a service such as opening a new card.

• Gave support to all the departments during the implementation of the ISO 9002 quality standards.

• Evaluated production levels, quality standards and maintenance operations in order to identify and face operational problems together with the managers in order to maintain the goals set.