Andreia Santos
Summary
Results-driven professional with a strong focus on delivering exceptional customer support. Proven ability to effectively manage concerns and resolve conflicts, ensuring maximum customer satisfaction. Solid background in customer relations and communication, enabling effective engagement and fostering positive relationships.
Overview
11
11
years of professional experience
Work History
Guest Service Representative
Pestana Hotel Group
07.2024 - Current
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Handled emergency situations with composure, ensuring guest safety and minimal disruption.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Maintained accurate and up-to-date records of guest information.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
BARTENDER / WAITER
PETER CAFÉ SPORT
07.2022 - 11.2023
- Greeting customers enthusiastically and appropriately to their culture and ethnicity
- Service at bar and tables
- Taking food orders at the bar and tables
- Preparing alcoholic and non-alcoholic beverages for bar and table customers
- Assessing customers needs and preferences and making appropriate recommendations
- Solving customer-related issues
- Restocking and notifying shortages.
ADMINISTRATIVE ASSISTANT
POGGENPOHL PORTUGAL, LDA
02.2019 - 06.2022
- Answering telephone calls;
- Reception and referral of visitors;
- Inventory of office supplies and merchandise;
- Assistance to the Marketing Department;
- Creator of content for digital platforms;
- Management of social networks;
- Assistance to the Accounting Department.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Call Center Sales Representative
Hospedeiras De Portugal
12.2018 - 02.2019
- Increased customer satisfaction by efficiently handling outbound sales calls.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
SHOP ASSISTANT
UNITED COLORS OF BENETTON
02.2017 - 12.2018
- Greeted customers entering store and offered assistance with requirements.
- Collaborated with team members to achieve overall store goals and objectives.
- Increased sales, recommending products based on customer needs and preferences.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
CHILDREN'S ENTERTAINER
GRUPO CEA
06.2013 - 08.2015
- Entertain and take care of children.
- Danced, sang and conducted games encouraging guest participation through playful antics and engagement.
- Collaborated with other entertainers to create engaging acts.
Education
DEGREE IN ARTS AND HUMANITIES - Major in Communication and Culture; Minor in History
University of Lisbon, Faculty of Arts and Humanities
06.2021
HIGH SCHOOL - Curso Científico-Humanístico; Línguas e Humanidades
Escola Secundária Francisco de Holanda
06.2014
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Relationship Building
- Problem-Solving
- Analytical Thinking
- Interpersonal Communication
Personal Information
- Date of Birth: 08/20/1996
- Gender: Female
- Nationality: Portuguese
Languages
Portuguese
Native language
English
Advanced
C1
French
Elementary
A2
German
Beginner
A1
Spanish
Intermediate
B1
Additional Information
Available for relocation and authorized to work in Canada.
Timeline
Guest Service Representative
Pestana Hotel Group
07.2024 - Current
BARTENDER / WAITER
PETER CAFÉ SPORT
07.2022 - 11.2023
ADMINISTRATIVE ASSISTANT
POGGENPOHL PORTUGAL, LDA
02.2019 - 06.2022
Call Center Sales Representative
Hospedeiras De Portugal
12.2018 - 02.2019
SHOP ASSISTANT
UNITED COLORS OF BENETTON
02.2017 - 12.2018
CHILDREN'S ENTERTAINER
GRUPO CEA
06.2013 - 08.2015
DEGREE IN ARTS AND HUMANITIES - Major in Communication and Culture; Minor in History
University of Lisbon, Faculty of Arts and Humanities
HIGH SCHOOL - Curso Científico-Humanístico; Línguas e Humanidades
Escola Secundária Francisco de Holanda
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