Maria Angela Manente

Digital multichannel customer Consultant with a solid professional background, optimizing customer service and customer loyalty, resolving second-level issues, and monitoring KPIs. Flexibility, leadership and organization skills used to manage complex environments and maximize customer satisfaction. Thanks to strong communication and decision-making skills, she has developed and managed several projects, analytically assessing risks and benefits, resulting in significant increases in company revenue. Skilled at dealing with stressful and tense situations, demonstrating perseverance and a clear understanding of her role. Proved successful working within tight deadlines and a fast-paced environment.

Provided excellent customer care by responding to requests, assisting with product selection, optimizing customer service and customer loyalty, resolving
second-level issues, and monitoring KPIs. Flexibility, and
leadership skills daily used to manage complex environments, adapting to diverse situations, and maximizing customer satisfaction. Thanks to strong communication and decision-making skills has developed and managed several projects, analytically assessing risks and benefits, resulting in significant increases in company revenue. Skilled at dealing with stressful and tense situations, demonstrating perseverance and a clear understanding of her role. Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Multi-channel Customer Service: developed strong product knowledge to offer tailored recommendations to clients. Skilled at handling and managing incoming calls according to company policies; database management and updating customer personal data. Development and implementation of strategies to increase customer satisfaction and loyalty. Management of customer relationships from initial contact to customized services. Post-sales support to ensure maximum customer satisfaction and loyalty. Independent management of all operational sales activities. Developed strong product knowledge to offer tailored recommendations to clients.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business; Enhanced customer satisfaction by promptly addressing concerns and providing accurate information; resolved administrative issues; Training new customer service representatives, including sharing best practices and communication protocols. Recording support requests received via phone, chatbox, or email in accordance with company policies. Database management and updating customer personal data. Developing and implementing strategies to increase customer satisfaction and loyalty.
Maximum professionalism in customer interactions, courteously responding to concerns or questions and resolving any disputes in compliance with regulations, accommodating the customer whenever possible; achieving sales goals through strong communication and negotiation skills.

• Managed multi-line phone system, directing calls to appropriate departments.
• Provided front desk support, greeting visitors and ensuring a welcoming environment.
• Maintained appointment schedules using scheduling software for efficiency.
• Assisted with administrative tasks, including filing and data entry, enhancing office organization.
• Supported event planning initiatives by organizing logistics for meetings and conferences.
• Developed positive relationships with clients and vendors to foster effective communication channels.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.
• Resolved customer problems and complaints.

• Coordinated appointment scheduling, optimizing staff availability and client satisfaction.
• Managed front desk operations, ensuring smooth guest check-in and check-out processes.
• Maintained organized records of reservations and customer interactions using property management software.
• Trained new front desk staff on procedures, enhancing team performance and service quality.
• Implemented workflow improvements, reducing wait times for guests during peak hours.
• Led initiatives to enhance guest experience through personalized service and attention to detail.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
• Successfully managed challenging situations involving guest complaints or issues by employing excellent problem-solving skills.

• Greeted and assisted guests, ensuring positive first impressions and seamless check-in experiences.
• Handled guest inquiries and complaints efficiently, resolving issues to enhance overall service quality.
• Processed payments accurately, maintaining financial integrity while adhering to hotel policies.
• Provided information about local attractions, dining options, and hotel services to enhance guest experience.
• Assisted in training new front desk staff on standard operating procedures and customer service protocols.
• Collected room deposits, fees, and payments.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Answered multi-line phone system and enthusiastically greeted callers.
• Answered customer telephone calls promptly and appropriately handled needs.
• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
• Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.