Ramona Canalella
Valmadrera
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Results-focused individual prioritizing customer satisfaction. Excellent sales ability and communication skills. Proactive, opportunistic worker, driven to continuously exceed sales targets.
Successful Sales Consultant with excellent lead generation potential and more than five years of experience. Highly effective at techniques used to close sales opportunities.
Specializing in balancing many different tasks at once.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Receptionist Clerk
Hotel Borgo Le Terrazze
06.2023 - 10.2023
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Resolved customer problems and complaints.
- Assisted with onboarding new clients and securing paperwork completion.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
Outbound Sales Agent
Costa Crociere
06.2022 - Current
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Used expert sales and negotiation skills to secure high-value bookings, providing excellent customer care throughout.
- Maintained detailed knowledge of product portfolios to advise customers competently.
- Attended regular product training to enhance customer advice.
- Established follow-up call systems to resolve complaints effectively and maintain customer loyalty.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Improved call metric standards to exceed performance KPI targets.
- Achieved daily performance targets, aiding department progression toward sales goals.
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Managed over 50 customer calls per day and increased sales by 10%.
Customer service representative
Airbnb
04.2021 - 06.2022
- Immediate understanding of the customer's needs in order to reduce waiting times, streamline procedures and identify suitable solutions inadequate times.
- Resolution of commercial and administrative problems through the management of requests through various channels including telephone, e-mail, smartphone and chat.
- Interaction with customers in inbound and/or outbound channels through good commercial, relational and communication skills aimed at increasing customer satisfaction.
- Expert and aware management of professional relationships in situations characterized by a strong multicultural presence.
- Effective and proactive collaboration with colleagues and superiors, working in full synergy with the team to achieve the set objectives.
- High operational autonomy is obtained thanks to an efficient organization and an effective understanding of one's role in compliance with deadlines and quantitative and qualitative requirements.
Tourist City Ambassador
Visit Cambridge & Beyond
03.2019 - 08.2020
- Meet and welcome tourists and visitors
- Answer questions and give directions to places of interest
- Provide information on heritage, transportation, retail, restaurants,
events and many other requests - Sale of tours and payment management
- Interaction with businesses and delivery of welcome packs and newsletters
- Work on my own initiative and manage my daily schedule
- Implementation of marketing strategies, with a consequent increase
of the customer base - Support to the head of operations in daily operational functions
- Guarantee of high standards of customer service, listening with
paying attention to customer doubts and providing comprehensive answers to any questions.
Document Control Officer
Cambridge Assessment
11.2018 - 02.2019
- Check the exam papers and make sure they are
correct - Scanning and archiving of documents for English exams
- Accurately complete all assigned tasks in accordance with departmental procedures
- This job required a keen eye for detail.
Catering Service Clerk
St. Catharine's College
04.2016 - 11.2018
- Reception of guests
- Organization of the configuration for conferences, events and receptions
- Working under pressure to meet customer needs
- Working as part of a team
- Working in a multicultural environment
- Optimization of the use of allocated spaces to facilitate the workflow
- Tidying up and cleaning of equipment and workplaces at the end of the service
- Control of the safety and hygiene of the work area according to the standards set by the company
- Support to the head of operations in daily operational functions
Sales Person
ITALIAN SHOP "Delicateness"
01.2013 - 11.2015
- Tracking of goods entering and leaving the store
- Customer assistance during the in-store and online purchase phases
- Opening, and closing of the store and activation of the alarm system
- General cleaning and sanitizing of the store following company guidelines
- Management of orders for out of stock material upon customer request
- Customer assistance during the product purchase phases, guaranteeing an excellent shopping experience
- Efficient management of cash register operations, including barcode scanning, payment processing and receipt issuance
- Listening to customers' needs and wishes in order to identify and recommend the products that are most suitable for them
- Use of product knowledge and sales and customer relationship skills in order to favour a significant increase in the purchase of products.
Sales Assistant
HEART BRITISH CROSS CHARITY
04.2012 - 12.2012
- Bazaar tasks, the arrangement of products on displays and possible removal of packaging
- Monitoring of customers and environments to prevent harmful attitudes
- Customer assistance during the in-store and online purchase phases
- Careful installation and removal of anti-theft systems on products
- Unpacking, display and promotion of new products on attractive and well-organized displays in order to optimize promotional sales
Education
Travel Agent Manager - GDS-AMADEUS, Geography and Itineraries, Tourism Technique
European University of Tourism "UET'
Milano02.2021
Bachelor Degree Tourism Management - Tourism Hospitality Marketing,Project Management,Events and Conference
Anglia Ruskin University
Cambridge06.2018
A - LEVEL Accounting - Economy, Mathematics, History
Istituto Tecnico Commerciale G.Parini
Lecco Italy07.2007
Skills
- Online customer service
- Inbound call handling
- B2C sales
- Database Administration
- Customer rapport building
- Target driven
- Personable telephone manner
- Strong aptitude for multitasking
- Propensity to work by objectives
- Analytical thinking and problem-solving skills
- Customer Relationship Management (CRM) Software
- Lead Generation
- Outbound Calling
- Closing Sales
- Appointment Booking
- Customer and Client Relations
Languages
Inglese
Avanzato
C1
Italiano
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
Timeline
Receptionist Clerk
Hotel Borgo Le Terrazze
06.2023 - 10.2023
Outbound Sales Agent
Costa Crociere
06.2022 - Current
Customer service representative
Airbnb
04.2021 - 06.2022
Tourist City Ambassador
Visit Cambridge & Beyond
03.2019 - 08.2020
Document Control Officer
Cambridge Assessment
11.2018 - 02.2019
Catering Service Clerk
St. Catharine's College
04.2016 - 11.2018
Sales Person
ITALIAN SHOP "Delicateness"
01.2013 - 11.2015
Sales Assistant
HEART BRITISH CROSS CHARITY
04.2012 - 12.2012
Travel Agent Manager - GDS-AMADEUS, Geography and Itineraries, Tourism Technique
European University of Tourism "UET'
Bachelor Degree Tourism Management - Tourism Hospitality Marketing,Project Management,Events and Conference
Anglia Ruskin University
A - LEVEL Accounting - Economy, Mathematics, History
Istituto Tecnico Commerciale G.Parini
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