Teo Negrea Email & Phone Number

Bucharest, Romania

• Role Profile:To oversee and ensure the daily operations of the 76 people in Hotel Reservations Department, reporting directly to the Head of Reservations.Key Activities:
• Educate and familiarize self with knowledge of product and suppliers.
• Plan, monitor, co-ordinate and manage the activities of all staff within the Hotel Reservation Department to ensure effective allocation of work and utilization of resources.
• Monitor performance and ensure high level of service delivery to customers within the agreed budget & time frame.
• Assist the Head of Reservations and Team Leaders to manage the performance of the Reservations Team on their day-to-day responsibilities.
• Helps improve the commercial performance of reservation executives and Team Leaders (training/advice on the commercial negotiation approach, focus on profit and on costs reduction).

Bucharest, Romania

• Currently leading a team of 14 members from 3 offices, Bucharest, Manila and Rome, through coaching, monitoring, support and evaluation with main focus in delivering high performance results. The main scope of the team.
• Coordinate the activities of the team to ensure effective allocation of work and use of resources;
• Deliver weekly and monthly reporting to line manager;
• Monitor team performance and offer feedback;
• Resolve escalated queries/complaints;
• Providing periodically reports to management with the activity of the department;

Bucharest, Romania

• Coordinating a team of 10-15 call center agents having as main goal receiving and handling customer calls and requests. Besides my team, I offered floor support to all other contact center agents as well on a daily.
• Directly managing a team of 12 members and overseeing daily performance for over 30 agents in Operations Department;
• Run point on procedures and operations activities during working shifts for the 24/7 team support, thus offering ad-hoc floor support and crisis management to secure a high level of customer service;
• Guide, develop and coach Passenger Service Center (PSC) agents, ensuring that all teams are familiar with internal policies and 3r rd party suppliers procedures;
• Monitoring and evaluating the results of Customer Service Representatives based on predefined KPIs, in alignment with the organizational goals;
• Responsible for the top performance of the team and constantly providing feedback on site, coaching, mentoring and reoccurring improvement meetings (one to one/one to many);

Bucharest, Romania

• Proficient in ticketing transactions, such as issue, reissue and refunds in the top 3 GDS: Amadeus, Worldspan, Sabre;
• Issuance/ reissuance to the end client, as well as to the affiliate partners, as per the conditions related to each airline company;
• Conducted crisis communication with airlines and negotiated irregular situations on behalf of the passengers;
• Managing internal website reservations while performing risk evaluations for potential customers;
• Offered after sale support for air travel tickets, hotels, medical insurance and other add-on products;
• Handled communication with the customers regarding the airline schedules, the applicable fees and the conditions of the service.

Bucharest, Romania

• Highly skilled ticketing part of the Passenger Service Center
• Handled complex and basic ticketing requests. Offered after sale support in 3 different GDSs;
• Handled calls, e-mails and online bookings regarding e-tickets and other flight related products or services
• Handled various activities such as schedule changes and disruption scenarios;
• Handled complaints and provided guidance and assistance for English speaking markets whilst maintaining a high standard customer service level

• Guide, develop and coach employees, ensuring that all members are familiar with internal policies and 3r rd party suppliers procedures;
• Welcomed guests to the hotel in a polite, friendly and helpful manner;
• Handled with late arrivals and assisting with early check-outs;
• Performed checking in/ out departing guests using the hotel’s accounting system;
• Completed payment from guests in the form of cash or credit cards;
• Acted as single point of contact for guests’ requests and queries.

Master'S Degree, Tourism And Travel Services Marketing Operations

Bachelor'S Degree, Domestic And International Economics Of Tourism

Activities and Societies: AIESEC