Nadjana Lima

Provided multi-channel support (email, chat, and phone) to property owners and hosts across international markets, ensuring prompt and clear resolution of inquiries and technical issues.

Resolved issues related to booking discrepancies, calendar syncing, payment delays, and listing performance, maintaining high levels of customer satisfaction.

Resolved issues related to booking discrepancies, calendar syncing, payment delays, and listing performance, maintaining high levels of customer satisfaction.

rained in the use of key platforms and tools including Freshdesk and internal CMS tools for case management and customer tracking.

Helped property owners improve listing visibility and guest engagement, contributing to increased booking conversion rates and occupancy.

Played a key role in supporting customers during peak travel seasons, adapting to high-volume workloads while maintaining excellent service standards.

Responding inquiries from guests and accommodation partners via phone call, email and chat. This includes answering questions, providing information about reservation, and addressing any issue or concerns.

Assisting customers with booking, modifying, or cancelling reservations. This can involve coordinating with hotels and other accommodation providers to resolve booking issues or changes.

Handling complains and disputes, such as issues with payment, room conditions, or booking error. This involve using problem-solving skills to find satisfactory solutions for both guests and partners.

Achieved an average CSAT score of 90%+ and consistently met or exceeded KPIs related to ticket resolution time, first-contact resolution, and communication quality.

Delivered compassionate and knowledgeable support to people living with diabetes, assisting with inquiries about their Omnipod devices, orders, delivery status, and general usage.

Handled inbound calls and email queries from both patients and healthcare professionals, ensuring timely and accurate information was provided regarding product functionality, refill procedures, and account management.

Collaborated closely with NHS nurses and clinical staff, providing essential updates and customer-specific information to support patient care and treatment planning.

Maintained strict confidentiality and compliance with GDPR and healthcare data standards while accessing or sharing patient-related information.

Supported patients in troubleshooting device issues, managing replacements, and coordinating with logistics for timely delivery of new pods and related supplies.

Demonstrated empathy and patience in every customer interaction, maintaining a high standard of service that contributed to positive health outcomes and user satisfaction.

Accurately documented all customer interactions using CRM tools, such as salesforce ensuring seamless continuity of service and follow-up.

Participated in ongoing product training to stay up to date on medical device protocols and updates, contributing to team knowledge sharing and service excellence.

Resolved issues and concerns that arose during dining experiences to enhance customer satisfaction and overall experience.

Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.

Assisted in training new waitstaff members, fostering a team-oriented work environment.

Displayed extensive knowledge of menu offerings and ingredients, allowing for informed recommendations to diners with dietary restrictions or preferences.

Minimized wait times by quickly seating guests during peak hours, improving overall customer experience.

Boosted restaurant reputation with exceptional attention to detail, prompt service, and a friendly demeanor.

Managed complaints with calm, clear communication and problem-solving.

Enhanced working relationships by participating in team-building activities.

Inspected products and services to comply with quality standards.

Identified issues, analyzed information and provided solutions to problems.

Implemented more efficient processes and reduced wasted resources.

Planned rotas to maintain high service levels while minimizing payroll costs.

Customized customer experiences to build brand loyalty.

Prepared range of written communications, documents and reports.

Delivered exceptional fine dining service in a world-class setting, adhering to Michelin-level standards of hospitality, presentation, and precision.

Worked closely with an international team of sommeliers, chefs, and service professionals to ensure a seamless multi-course dining experience for high-profile guests.

Demonstrated expert knowledge of gourmet cuisine, wine pairings, and ingredient sourcing to confidently answer guest inquiries and guide them through the menu.

Maintained meticulous attention to detail in table setup, order delivery, and service timing, helping uphold the restaurant’s esteemed reputation.

Actively participated in the Villa Joya International Gourmet Festival, a 12-day culinary event that welcomed world-renowned chefs from the World’s 50 Best Restaurants.

Assisted in providing white-glove service during exclusive, high-pressure dinners, collaborating with guest chefs and their teams to deliver exceptional hospitality experiences.

Gained exposure to diverse cooking styles, international culinary trends, and the operational demands of Michelin-star-level events.

• Conducted in-depth research on current healthcare policies and practices, leading to the development of a comprehensive report on best practices in patient care.
• Collaborated with healthcare professionals in a clinical setting to provide direct care and support to patients, demonstrating strong communication and interpersonal skills.
• Managed and organized health education workshops for community members, increasing awareness of preventive healthcare measures and promoting overall well-being.
• Completed a rigorous internship at a local hospital, gaining hands-on experience in patient assessment, treatment planning, and documentation within a multidisciplinary healthcare team.

• Vila Galè na Praia da Galé , Completed in 2012.

• Pousada do Porto Freixo Palace Hotel, Leading Hotels of the world, Completed in 2011.