- Delivered customer support for POS systems via phone, email, and chat, achieving a customer satisfaction rating of 90%.- Collaborated with clients and team members to diagnose and resolve hardware, software, and network issues, including credit card machines, printers, and KDS. This effort achieved a 95% firstcontact resolution rate.- Managed the installation and configuration of POS terminals and networks for over 20 locations.- Documented support processes and created user guides, improving the overall efficiency of the support team.

Dedicated Global Service Desk Manager with a dynamic background in the hospitality industry, committed to ensuring that Selina's global network of properties operates seamlessly through innovative technology solutions. My mission is to empower Selina's teams to provide exceptional experiences for our guests by maintaining a reliable and efficient IT ServiceDesk infrastructure.Key Competencies:- Collaborated internationally with cross-functional teams to deliver seamless IT support across 10+ countries, maintaining a 98% SLA compliance rate.- Spearheaded the global roll-out of new solutions across 8 regions, enhancing service delivery and system performance.- Resolved complex IT issues, achieving an average first-contact resolution rate of 90%, significantly enhancing guest satisfaction and optimizing IT systems for 30% cost-efficiency improvements.- Through data-driven insights and reporting, identified opportunities for performance optimization, cost reduction, and efficiency improvement within the IT department- Developed Selina’s support website and chatbot, reducing response time by 25%, and improved the ticketing system with new workflows, increasing team productivity by 20%.- Continuously enhanced Selina’s ticketing system by implementing efficient workflows, service request processes, knowledge base improvements, and automation solutions, resulting in a 25% increase in team productivity and a streamlined support experience for internal and external users.- Established and implemented protocols for major incident resolution, reducing downtime by 40% during critical incidents.- Acted as the central point of contact for staff and third-party providers, supporting other departments to ensure 95% satisfaction.- Ensured seamless operations during team absences, maintaining service standards across the board. - Managed montly planning, including 100% shift coverage, processing time-off requests and coordinating holiday schedules.

As the Global Service Desk and Learning & Development Lead at Selina, I spearheaded support operations for over 80 locations worldwide, assisting more than 2,200 professionals. My role was crucial in ensuring the seamless functioning of all company software, including our PMS, while optimizing operational processes.My key responsibilities included:- Leading and Managing Support Operations: Responsible for providing first-line support for PMS and operations-related issues, offering diagnostic and troubleshooting solutions.- Fostering Innovation and Process Improvement: Played a critical role in promoting innovation and continuous improvement within our operational processes, resulting in a 15% reduction in support ticket resolution times.- Training Needs Identification and Development: Collaborated with staff and managers to identify training gaps and needs within the organization.Implemented targeted training programs that led to a 20% increase in staff competency and reduced errors.- Online Training Course Coordination: Developed and executed online training courses, achieving a 20% increase in training completion rates. (Rise and World Manager)- Standard Operational Procedures (SOPs) Management: Established and managed SOPs and Guides for Reservations and PMS, reducing errors by 25% and ensuring consistency across all locations.

Entrusted with overseeing and providing exceptional service and support to a network of 70 hotels spanning the globe. My responsibilities included leading a dedicated 24/7 team proficient in various areas critical to the seamless operation of our hotel chain.Key Achievements and Responsibilities:- Operational Excellence: Spearheaded the development of operational reception protocols, ensuring consistency in customer service delivery, adherence to terms and conditions, management of rates, packages, plans, and policies. Achieved a 15% increase in guest satisfaction scores - System Expertise: Provided frontline support by diagnosing and troubleshooting issues related to PMS, POS, payment processors, and hospitality software systems, as well as operational challenges- Training Leadership: Developed and delivered comprehensive training programs covering billing, reservations, payment processing, OTA protocols, and PMS system, resulting in a 25% increase in their knowledge and skills, leading to better service delivery.- Incident Management: Orchestrated the successful implementation of an incident management system (Freshservice), enhancing our ability to swiftly respond to unforeseen challenges and reducing issue resolution time by 35% and minimizing guest disruptions.- Financial Oversight: Expertly managed processes related to advance deposits on reservations, and ensured the meticulous collection or charging of reservations, streamlining our revenue streams.- Accounting Proficiency: Managed accounting issues pertaining to chargebacks, penalties for no-shows and late cancellations, and charges related to non-refundable rates on special dates.- OTA Collaborations: Led end-of-the-month conciliations with OTAs, facilitating accurate financial reconciliations and ensuring a harmonious partnership, reducing billing errors by 15% and ensuring timely and accurate payment processing.

Entrusted with a wide range of responsibilities to ensure the smooth operation and optimization of reservations and revenue processes for 25 Selina hotels worldwide.Key Achievements:- Led and managed a team of up to 16 agents overseeing daily operations and ensuring 95% performance in meeting service level goals.- Handled escalations and managed weekly planning, including 100% shift coverage, processing over 20 time-off requests per quarter and coordinating holiday schedules.- Deployed Intercom (customer messaging) and rolled out Aircall (cloud call center software), improving response times by 20% and enhancing communication efficiency.- Standardized reservation processes, reducing errors by 15% and increasing operational consistency.- Conducted team training and development programs, ensuring equitable workload distribution.- Led bi-weekly individual and team meetings, fostering clear communication and a collaborative work environment.- Acted as the central point of contact for guest and agency requests, supporting agents and other departments to ensure 95% guest satisfaction.- Ensured seamless operations during team absences, maintaining service standards across the board.- Developed and implemented operational protocols, monitoring room availability and revenue forecasts, contributing to an 8% increase in revenue during peak seasons.- Facilitated cross-departmental communication and collaborated closely with Marketing, Revenue, Finance, and E-commerce teams.- Managed OTA platform information, optimizing listings and improving customer satisfaction.- Processed reservation payments accurately and efficiently, ensuring timely transactions.- Maintained detailed reservation files and records, ensuring audit readiness and smooth operations.- Produced weekly performance reports for senior management, tracking team performance and identifying areas for improvement.

As a Reservation Specialist at Selina, I played a crucial role in ensuring a seamless and efficient reservation process, contributing to the overall success of the hotel's operations. Key Achievements and Responsibilities:Reservation Processing: -Managed the end-to-end reservation process, including processing reservations via email, telephone, WhatsApp, and central reservation systems referrals.- Demonstrated a deep understanding of the available room types, their locations, and layouts, offering informed choices to guests.Communication and Customer Service: -Prepared letters of confirmation, conveying a professional and welcoming tone to guests. -Effectively communicated reservation information to the front desk, ensuring a smooth check-in experience for guests.Revenue Management: - Collaborated in forecasting room revenue and occupancy, contributing to the hotel's strategic planning.- Implemented the hotel's policies on guaranteed reservations and no-shows, ensuring compliance.- Handled advance deposits for reservations, facilitating secure bookings.- Tracked future room availability based on reservation data and assisted in developing forecasts for room revenue and occupancy.- Assisted in managing availability in distribution channels as needed.Payment Processing and Travel Arrangements:- Efficiently collected and processed reservations payments when required, streamlining financial transactions. -Coordinated travel arrangements for clients' travel programs, ensuring a hassle-free experience.Achievements:- Successfully implemented and structured a cloud-based storage service for the department using Google Drive.- Provided essential support for CRM implementation, enhancing customer relationship management.- Developed and established protocols for global reservations, managing reservations for over 8 hotels across Central America.

I held a multifaceted role that encompassed various aspects of hotel management and guest services. During my tenure, I successfully managed the following key responsibilities:- Hotel Reception Management: Oversaw all aspects of the hotel reception operations, ensuring a seamless check-in and check-out experience for guests. Implemented efficient processes to minimize wait times and enhance overall guest satisfaction.- Reservations for Hotel, Restaurant, and Rooftop: Managed reservations for all areas of the establishment, including the hotel, restaurant, and rooftop bar. Developed and implemented a reservation system that maximized occupancy and optimized table turnover.- Customer Service: Commitment to delivering outstanding customer service, addressing guest needs, and resolving inquiries promptly and courteously.-Daily Cash Closing: Meticulously performing daily cash reconciliation and accounting, maintaining financial accuracy and transparency.- Prospecting, Commercial Agreements, and Strategic Partnerships with Tour Operators: Proactively identifying new business opportunities and nurturing relationships with tour operators at both the national and international levels. Negotiating commercial agreements and fostering strategic partnerships to expand the hotel's reach and revenue streams.

As a Consultant specializing in automation process efficiency and improvement at GS1, I have leveraged my expertise to provide consulting and advisory services across a diverse range of topics. My primary focus has been on optimizing business operations through the implementation of cutting-edge technologies and process enhancements. Key responsibilities and achievements in this role include:- Subject Matter Expertise: Led consulting efforts in areas such as EAN.UCC, EPC Global, and RFID technologies, enabling clients to streamline their operations and enhance overall efficiency.- Client Prospecting and Relationship Building: Employed various strategies, including telemarketing, recommendations, and nurturing trusted relationships, to identify and engage with over 35 multinational, national, and public entities.- Traceability Systems: Spearheaded the design and implementation of traceability systems, ensuring the accurate tracking of products throughout the supply chain, which resulted in improved inventory management and reduced errors. - Virtual Warehouses: Played a pivotal role in the development of virtual warehousing solutions, facilitating efficient storage and inventory management, and reducing physical space requirements.- Shelf Out of Stock (SOS) Solutions: Collaborated with clients to implement SOS solutions, effectively preventing product shortages and enhancing customer satisfaction.- Consultative Sales Process: Successfully guided clients through a consultative sales process, which involved presenting our portfolio, analyzing client requirements, developing tailored solutions, generating economic proposals, and negotiating orders to completion.

Responsibilities:- Managed telephone sales and customer support operations, ensuring exceptional service delivery.- Provided support and supervision to a team of 5 national-level sales representatives, fostering a collaborative and high-performing work environment.- Streamlined inventory control processes, reducing errors and improving accuracy in stock management.- Assisted in the dispatch, tracking, and return of merchandise, resolving any issues promptly and efficiently.- Handled fiscal invoicing and maintained meticulous accounting records.- Managed billing and collections, ensuring the timely receipt of payments and maintaining accurate financial records.- Took charge of creating warehouse orders, invoices, and credit notes.- Implemented process optimization and automation strategies in the warehouse, resulting in increased efficiency and reduced operational costs.Achievements:- Successfully supervised a team of 5 national sales representatives, achieving a 15% increase in sales within the first year.- Implemented process optimization and automation initiatives in the warehouse, resulting in a 20% reduction in operational costs and a 25% increase in order fulfillment speed.- Provided high-quality customer support, resolving issues, and ensuring customer satisfaction.