🌍 Bilingual (Portuguese and English) | ✉ albuquerquevanessa@hotmail.com ✔Open to relocate and Remote Jobs ✔European CitizenI am a bilingual professional (Portuguese and English) holding a BSc in Tourism and Hospitality, MSc in People Management and over 10 years of experience in customer service, event producing, office management, sales and document control. I am passionate about people and business with a hands-on approach that facilitates the achievement of business and sales goals of sales representatives. Also, 2 years of experience as a Teacher, training people for the travel industry and office administration, improving their skills and education. Career Highlights- Successfully management and support within errors and issues over 200 travel experiences for B2B and B2C customers. Created and managed trips to all over the world and liaised with outstanding communication over 2 thousand hotels and Resorts.- Successfully coordinated travel arrangements encompassing various global destinations, modes of transportation, and price points for diverse customers to generate significant revenue growth. - Cultivated and sustained excellent relationships with clients, carefully assessing their needs to ensure the most appropriate travel arrangements and surpass their expectations.- Demonstrated a consistent dedication to providing world-class customer service and maximizing satisfaction and retention.I am hard-working, able to multitask, with excellent interpersonal communication, positive attitude, focused to deliver excellent customer service, able to work well under pressure and with experience dealing with customers queries and complaints. In addition, I have knowledge and experience working with different technologies, like MS Office (Word, Excel, Outlook, Database, Publisher…) and GDS systems. I’m always interested in hearing from former colleagues, managers, or just interesting professionals, so feel free to contact me if you’d like to connect.✔ L.I.O.N. LinkedIn Open Networker
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Reception AdministrationHanover MedicalDublin, Ie
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Reception AdministrationHanover Medical Apr 2022 - PresentDublin, County Dublin, IrelandCustomer and patient service /Administration /Financial management- Greet and welcome patients and customers as they enter thecentre.- Engage with and manage, patients, clients and serviceproviders in a timely and professional manner in order toensure satisfaction with Hanover Medical Centre.- Ensure everyone who enters the centre is accounted for andtheir purpose is known (E.g. a patient to see nurse, doctor, or aservice provider to deliver equipment etc.)- Maintain control of the waiting room by ensuring patients andcustomers get to the appropriate room at the right time.- Answer phones and emails.- Book appointments into Socrates Patient ManagementSystem, handle patient enquiries.- Liaise between medical staff and patients as required.- Communicate effectively – orally and in writing - when liaisingwith doctors, nurses, and practice manager.- Provide initial contact for patient, customer or providercomplaints.- Ensure the reception area is clean, tidy and safe.Type letters, and send by post, fax and email as requested bydoctors, nurses and partners.- Complete medical forms and certificates (maternity/sick).- Type medical reports as requested by medical staff.- File appropriately all documents, receipts, invoices, claims andletters.- Shred documentation as requested and per GDPR process.- Contact and liaise with support service providers as necessary(E.g. IT/cleaners/waste disposal/telephony)- Receive payment for professional services by cash, credit anddebit card, cheque.- Issue receipts to patients -
Hse Contact TracerCovalen Apr 2021 - Dec 2021Dublin, County Dublin, Ireland- Coordinate referrals for testing, healthcare and other supportive services. - Usage and follow-up on databases and/or web-based platforms daily. - Document pertinent information in COVID-19 contact tracing forms and conduct data entry into health department data/surveillance systems while adhering to protocols for completeness, timeliness, and frequency. - Maintain patient confidentiality and ensure that all information is collected in concordance with local data privacy and confidentiality stand. - Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language and empathetic interviewing skills to build rapport and maintain trust with patients of varied background. -
Travel ConsultantClub Travel – Hrg Ireland Oct 2018 - May 2019Ireland-Booked Flights and other travel options for customers. Ensured queries/issues are addressed and resolved promptly, professionally, and in a customer-delighting manner (via email and/or phone).-Booked flights, searched for sale fares, flight changes, and cancellations using travel systems. -Followed processes for security check credit card payments. Resolved scheduling conflicts and other issues as they arose. -Provided a comprehensive customer experience by communicating efficiently and effectively with customers who get in touch, primarily online through email and social media.-Took full responsibility for all in-bound customer communication from initial contact to resolution.-Identified customer needs and took proactive steps to maintain a positive experience for every customer.-Documented processes and log travel issues, as well as customer compliments and complaints.-Tracked and analysed customer encounters to identify errors, inconsistencies, and possible areas of improvement.-Achievements: -Helped establish Customer Experience best practices, analyse customer success and satisfaction metrics, and report these to the management team.-Cut costs by using discount codes from airlines and hotels. -Consistently met deadlines consistently such as bookings and queries.-Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments. -
Customer Service RepresentativePig & Heifer Oct 2015 - Oct 2018Dublin
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General AssistantIss Facility Services Ireland Nov 2013 - Oct 2015 -
Travel AgentLink Premium Toursim Apr 2010 - May 2013Brazil-Planned and sold transportations, accommodations, insurance, and other travel services. Helped customers to select and organize their ideal holiday within a specific budget and provide advice about travel visas and passports requirements. -Dealt with occurring travel problems, complaints, or refunds and answer customer queries.-Assisted with currency exchanges and networked with tour operators, stakeholders, and suppliers.-Offered and sold holiday insurance, always meeting profit and sales targets. Also provided relevant information, brochures, and publications (guides, local customs, maps, regulations, events. etc.) to travelers.-Used travel international systems to book transportation (flights-Sabre GDS, airport transfers, rental cars, trains), accommodation, and sport and music event tickets. -Cooperated with clients to determine their needs and advise them appropriate destinations, modes of transportations, travel dates, costs, and accommodations.-Booked transportation, made hotel reservations, and collected payment/fees-Achievements: -Cut costs by using discount codes from airlines and hotels. -Identified and implemented a more effective work process on itinerary, also provided complementary extra services.-Prioritized customer satisfaction by more effectively meeting customer needs, giving them as much information as possible about their itinerary and which services they need to book.-Always met deadlines consistently such as Travel itinerary, travel reservations, and queries.-Developed and maintained outstanding relationships with clients and exceeded their expectations for customer service while securing their travel arrangements.-Built and maintained relationships with vendors to assist in travel accommodations as needed.-Provided a unique level of service, outstanding Sabre skills, as well as vast destination knowledge.Exceeded customer service satisfaction by understanding and anticipating client’s expectations.
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Tourism And Travel Business LecturerInstituto Brasileiro De Formação De Educadores - Ibfe Sep 2008 - Mar 2010Brazil-Supported all the tourism and travel business classes activities for tourism students. -Acted as Personal Tutor to students as required and delivered tutorials in line with company policies and procedures.-Paid due attention to the principles of effective learning such as learning styles, equality of opportunity, differentiation, and support for students with learning difficulties and/or disabilities.-Maintained records of progress and co-ordinated reporting to interested parties. Contributed to curriculum development and learning resources. -Achievements: Trained for travel industry standards, customer service, customer satisfaction, travel planning, and office administration. -
Reservations AgentBlue Tree Hotels Mar 2008 - Aug 2008Brazil-Processed all reservation requests, changes, and cancellations received by phone, fax, or mail. -Identified guest reservation needs and determine appropriate room type, availability, and rate. -Handled all telephone calls in a professional manner.-Confirmed bedroom reservations, amendments, and cancellations.-Conducted all telephone calls in a friendly, efficient manner, adhering to all company standards. -
Travel AgentSai Do Chão Tourism Agency Aug 2005 - Feb 2008Brazil-Same duties as above
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ReceptionistBristol Hotels & Resorts Mar 2002 - Dec 2003Brazil-Greeted and welcomed guests as soon as they arrived at the office.-Directed visitors to the appropriate person and office.-Kept updated records of office expenses and costs. Answered, screened, and forwarded incoming phone calls.-Ensured reception area was tidy and presentable, with all necessary stationery and material (e.g. pens, forms, and brochures). Provided basic and accurate information in-person and via phone/email.-Received, sorted, and distributed daily mail/deliveries.-Maintained office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges). Ordered front office supplies and kept inventory of stock.-Updated calendars and scheduled meetings. Arranged travel and accommodations, and prepared vouchers.
Vanessa Albuquerque Skills
Vanessa Albuquerque Education Details
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Human Resources Management/Personnel Administration, General -
Adult Education Services Drum DrumOffice Skills And Computer Skills -
Online Travel Training (Ott)Tourism And Travel Services Management
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Favi – Associação Vitoriana De Ensino Superior (Vitória/Brazil)Tourism And Hospitality
Frequently Asked Questions about Vanessa Albuquerque
What company does Vanessa Albuquerque work for?
Vanessa Albuquerque works for Hanover Medical
What is Vanessa Albuquerque's role at the current company?
Vanessa Albuquerque's current role is Reception Administration.
What schools did Vanessa Albuquerque attend?
Vanessa Albuquerque attended Faculdades Metropolitanas Unidas, Adult Education Services Drum Drum, Online Travel Training (Ott), Favi – Associação Vitoriana De Ensino Superior (Vitória/brazil).
What skills is Vanessa Albuquerque known for?
Vanessa Albuquerque has skills like Teaching, Customer Experience, Administrative Assistance, Microsoft Office, Microsoft Word, Travel Management, Customer Satisfaction, Management, Travel Arrangements, Marketing, Microsoft Excel, Teamwork.
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