Marco Cossu Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Gold Coast

Townsville, Queensland, Australia

Australia

Prague, The Capital, Czech Republic

Assist supervisor/manager with team leadership, provide agents with performance and quality feedback, assist with monitoring call queues and case work and assist the Lodging Operations teams with inbound and outbound support. Responsibilities: -Understand Expedia Lodging Operations Value proposition and relationship to all customers, internal and external.-Anticipate needs; find opportunities that result in decreased costs and inefficiencies.-Be always up-to-date regarding processes, procedures and new tools.-Consult peers and subordinates in order to find best practices and success strategies.-Identify and document partner and agent training opportunities.-Run training sessions and ad hoc coaching session (online or f2f)-Provide assistance to Agents with handling advanced cases or calls.-Constantly motivate agents in order to increase productivity.-Maintain and promotes excellent client relations by running a prompt and accurate response to email and phone communications from lodging suppliers and market managers.-Be highly effective in handling multiple projects at a time. -Ensure agents maintain acceptable quality scores on cases and calls.-Pull reports and data mining to monitor team/agent performance and take actions if necessary.-Assist supervisor in helping agents maintain their level of performance.-Assist supervisor with running day to day activities of EMEA region.-Assist new hires during the on-boarding period

Prague, Repubblica Ceca

As LPA III I worked more as back office agent handling less calls and more difficult cases.After different trainings I was able to use the most difficult systems and apply more complicated procedures. Responsibilities:Creating new and/or updating existing room type and rate plan, rate plan linkage, rate acquisition, pricing model changes. Creating and managing promotions and rate rules.Updating existing hotel informationProviding supplier self-service support and maintenance and educating partners advanced self service functions related to product management and promotionsResponding to inventory management inquiries.Contacting lodging partners to resolve issues (questions, changes, etc.).Adhering to defined procedures, standards and performance expectations.Maintaining strong lodging partner relations with a positive attitude and outgoing nature.

Repubblica Ceca

As LPA I was providing inbound and outbound support to hotel and property partners.I was dedicated and compassionate when dealing partners, working closely with other departments to ensure the best resolution.Responsibilities:Promote excellent partner relations by managing accurate responses with a positive attitude and service behavior.Respond to inquiries or requests in inventory management, data entry and training.Call partners to resolve current and future issues (questions, changes, etc.).Providing supplier self-service support and maintenance..Flexibly adhering to defined procedures, standards and performance expectations.

Repubblica Ceca

Receptionist in a 3 star Hotel in the center of Prague with clients from all over the world and very demanding. I used the PMS and OTA extra-nets for the reservations.Reception managementCheck in - CheckoutPayments and invoices

Associate Degree Of Surveying, Surveying Engineering

Bachelor'S Degree, Natural Resource Recreation And Tourism

Erasmus Semester