GENIA MARTINEZ LAVADO FERRO
Albufeira
Summary
Experienced specialist with a passion for delivering outstanding service. Proactive, customer-orientated professional with over many years of experience in reputable business companies. Self-motivated, team player with strong organizational and interpersonal skills. Always looking to learn new skills, take on extra responsibilities, and grow professionally.
Have worked in busy, pressurized environments where high standards are expected. Dedication and passion has been recognized with awards, praise, and extra responsibilities.
Overview
12
12
years of professional experience
Work History
CRUISE & TRAVEL AGENT
ARRIVIA EUROPE LTD
ALBUFEIRA
02.2017 - Current
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Was Interim Team Leader.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
Customer Service Agent
MGM Muthu Hotels
Albufeira
05.2015 - 02.2017
- Handled customer complaints with empathy and composure.
- Resolve contract and service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution
- Recommend potential availability to management by collecting customer information and analyzing customer needs.
- Provide accurate, valid and complete information by using right methods/tool
- Attempt to persuade customer to reconsider cancellation
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding availabilities, sales, and current room rates.
- Provided information regarding charge accounts and loyalty programs.
- Consulted with outside parties to resolve discrepancies and create expert solutions. (Exchange Program)
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Front Desk Agent
Hotel Vila Chana
Albufeira
05.2014 - 04.2015
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Spa Manager
Fitness First
Manila
03.2008 - 09.2008
- Maximized efficiency through time management and staff supervision to boost productivity.
- Greeted spa guests warmly to create positive first impression of establishment.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Held individual meetings with employees to address performance issues, improve performance and boost profitability by guaranteeing excellent spa and customer service programs.
- Responded to customer inquiries or complaints.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Worked with new employees to enforce account management protocols and customer service standards and optimize performance.
- Recorded product sales into spa's weekly income report.
- Utilized promotions, print and digital marketing to attract new clients.
- Oversaw operations by managing activities related to staff training, treatment procedures, budget maintenance, insurance, inventory management and marketing.
Assistant Spa Manager
Steiner Transocean (now One Spa World) Cruise Ship
London
01.2004 - 05.2007
- Greeted spa guests warmly to create positive first impression of establishment.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Recorded product sales into spa's weekly income report.
- Utilized promotions, print and digital marketing to attract new clients.
- Led spa tours for new members & passengers to familiarize guests with services provided.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Managed spa inventory by keeping detailed track of supply use and forecasting need to direct ordering processes.
- Worked with new employees to enforce account management protocols and customer service standards and optimize performance.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Sustained operational efficiency, employee performance levels and customer service standards to increase overall spa profits set by company.
Education
Bachelor of Science - Physical Therapy
MANILA CENTRAL UNIVERSITY
Manila, Philippines2001
Skills
- Flexible & Adaptable
- Customer Service
- Self-Motivated
- Good listening skills
- Active Listening
- Responsible
- Data Entry
- Leadership
- Organization and Time Management
- Collaboration
- Conflict Resolution
Timeline
CRUISE & TRAVEL AGENT
ARRIVIA EUROPE LTD
02.2017 - Current
Customer Service Agent
MGM Muthu Hotels
05.2015 - 02.2017
Front Desk Agent
Hotel Vila Chana
05.2014 - 04.2015
Spa Manager
Fitness First
03.2008 - 09.2008
Assistant Spa Manager
Steiner Transocean (now One Spa World) Cruise Ship
01.2004 - 05.2007
Bachelor of Science - Physical Therapy
MANILA CENTRAL UNIVERSITY
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