• Provided training for work colleagues in internal systems and generic customer care topics•Analyzed patterns and valuable information from customer inquiries to develop reusable resources that improve customer support procedures.•Responsible for establishing, agreeing upon, and meeting specified Service Level Agreements (SLAs) concerning customer support and issue resolution.• Verified data accuracy and conduct procedural checks against predefined criteria, maintaining a high standard of quality.• Collaborate with EMEA region warehouses to ensure delivery to customers and system updates within SLA.• Elaborate reports and KPIs presentations, with root cause analysis of delayed deliveries. • Collected and consolidated customer data shaping road maps to align with customer needs and expectations.• Validated and completed accurate and timely reporting, supporting research and collation of relevant data for analysis and interpretation.• Ensured ongoing compliance with defined processes, procedures, legislation, external regulations, and predefined agreements.• Addressed customer inquiries across multiple communication channels• Oversaw the interaction between customer and internal departments, serving as a liaison between customers, operations and customer support.• Collaborated closely with clients and their agency collaborators across the entire client onboarding journey, overseeing project milestones, and offering prompt feedback on all aspects of service provision to guarantee a smooth and effortless onboarding experience.

• Formulated, executed comprehensive social media strategies to accomplish our marketing and business objectives.• Generated, curated and engaged in the creation of high-quality, compelling content across our social media platforms, encompassing text, images, videos, and graphics and engaged with theaudience, promptly addressing comments, messages, and inquiries to nurture a positive community and customer relationship.• Evaluated and analyzed the effectiveness of social media initiatives, leveraging data-driven insights for informed decision-making and continuous strategy optimization.• Managed a content calendar, ensuring a 98% adherence to posting schedules and a uniform online presence.• Cultivated a consistent brand voice and tone, staying abreast of industry trends, leading to a 30% improvement in brand image cohesion.

• Crafted engaging content for a variety of platforms, encompassing social media, videos and others.• Contributed to refining and implementing SEO strategies.• Analyzed social media performance using metrics, contributing to a 30% growth in organic reach.• Created and maintained a social media strategy to enhance brand visibility and interaction.• Collaborated with various stakeholders, working closely with internal departments to align social media content with business objectivess.• Established and managed content calendars, ensuring a 95% adherence to consistent delivery timelines.

• Spearheaded overall business management, ensuring seamless day-to-day operations.• Led a team to deliver exceptional customer service and uphold brand standards.• Developed and executed impactful marketing strategies to elevate brand awareness and foster customer loyalty.Oversaw financial aspects, including budgeting, forecasting, and bookkeeping, ensuring financial stability and fostering growth.• Collaborated with suppliers, negotiating effectively to secure optimal products and prices for enhanced cost-efficiency.• Recruited, trained, and supervised a team of baristas, emphasizing the delivery of high-quality customer service.• Implemented strategic cost-saving measures to drive profitability and maximize operational efficiency.• Established valuable partnerships with local businesses to generate additional foot traffic and enhance the coffee shop's community presence.

• Delivered exceptional customer service to a high-volume clientele, adeptly addressing inquiries related to shipping, billing, and technical support.• Demonstrated proficiency in resolving intricate customer issues, utilizing strong interpersonal and problem-solving skills to provide tailored solutions and attain elevated levels of customer satisfaction. • Consistently surpassed performance expectations by addressing customer needs with a positive and professional demeanor. • Maintained a high standard of customer satisfaction through effective communication and the successful resolution of customer concerns.• Conducted training sessions for colleagues on internal systems and general customer care topics.• Analyzed patterns and extracted valuable insights from customer inquiries, leading to the development of reusable resources that enhance customer support procedures.• Assumed responsibility for establishing, negotiating, and meeting predefined Service Level Agreements (SLAs) pertaining to customer support and issue resolution.• Ensured data accuracy through verification processes and conducted procedural checks against predefined criteria, upholding a consistent and high standard of quality.• Prepared comprehensive reports encompassing relevant data and analysis, demonstrating a meticulous attention to detail and a proficiency in presenting information in a clear and concise manner.

• Contributed to the efficient management of daily operations for river cruise tours, ensuring a seamless and enjoyable experience for passengers. • Orchestrated customer inquiries and bookings, maintaining clear communication, resulting in a 15% increase in booking accuracy.• Collaborated with cross-functional teams to foster innovation and enhance the river cruise experience continually. • Offered pre- and post-cruise customer support, promptly addressing inquiries and resolving any issues.• Conducted on-board tour guides, ensuring a smooth tour experience and receiving a 96% positive feedback rate from passengers.

•Executed and precisely fulfilled intricate travel requests with a 90% accuracy rate in meeting specific traveler preferences.• Assumed the role of a trusted advisor, delivering informed and insightful recommendations that optimized the traveler experience,and hadled specialized requests inherent to each client, such as hotel upgrades, rent a car services, and others.• Proactively presented optimal options aligned with client travel policies and specific requirements for each interaction.• Responsively addressed requests via phone and email with a 98% promptness and completeness rate, maintaining a high level of professionalism.• Accurately interpreted and applied client travel policies based on travel type and client expectations, demonstrating excellence in professional customer service and effective problem resolution.•Resolved complex problems and escalations, including non-standard itineraries and ticket exchanges, with a 25% reduction in resolution time for global travelers.