Daniela Drada Lopez

• Supported export documentation activities, assisting customers with Bill of Lading preparation and providing guidance throughout the shipment process prior to vessel departure.
• Monitored export documentation requirements to ensure accuracy and timely processing of shipments.
• Maintained daily communication with customers, consignees, shipping agents, and internal stakeholders to support import operations and resolve requests.
• Handled operational issues and disputes, working with different teams to identify and implement appropriate solutions.
• Coordinated import-related requests and managed cargo release processes at destination, ensuring compliance with company procedures and customer service standards.
• Currently working within the Disputes team, managing customer claims, billing discrepancies, and operational issues.
• Participated in the transition of dispute management activities to the colleagues in India, collaborating with local and offshore teams during the offshoring process.
• Delivered training sessions and supported knowledge transfer activities for offshore colleagues.
• Created and updated Standard Operating Procedures (SOPs) to document processes and support operational consistency.

• Provided first-level telephone support to healthcare booking operators, call center staff, and pharmacies, assisting with appointment scheduling systems and related processes.
• Resolved technical and operational issues affecting healthcare booking services.
• Supported healthcare providers and pharmacy personnel during the post-COVID vaccination campaign, ensuring the smooth management of appointment and vaccination bookings.
• Liaised with users to identify issues, provide guidance, and escalate complex cases when required.
• Maintained a high standard of customer service while managing multiple requests in a fast-paced healthcare environment.

• Assisted customers in Italian, English, French, and Spanish, providing information on ferry routes, schedules, fares, and travel conditions.

• Managed ticket bookings and sales, preparing quotations and supporting customers throughout the reservation process.

• Handled booking changes, cancellations, and customer requests in accordance with company procedures.

• Responded to a high volume of inbound calls while maintaining a professional and customer-focused approach.

• Provided travel support and resolved customer inquiries, helping ensure a smooth and positive customer experience.

• Welcomed international tourists at the cruise terminal and provided information about local attractions and sightseeing opportunities.

• Promoted and sold city sightseeing bus tours, assisting visitors in choosing the most suitable option for their needs.

• Supported tourists throughout their experience, providing general information and assistance during city tours.

• Communicated effectively with customers in Italian, English, French, and Spanish.

• Assisted visitors with inquiries, helping to ensure a positive and enjoyable experience in the city.