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Senior Customer Service Specialist
Caterina Nicolae
,
sale, United Kingdom
Experience
Other titles
Skills
I'm offering
Results-driven, self-motivated and highly-organised Travel Coordinator, with extensive experience in driving performance, increasing sales and add-ons, specialises in global travel. Possesses strong and effective customer service skills, which has led to an improvement in customer service standards in all previous roles while meeting set KPI’s. Accustomed to a pressurised and competitive environments where my multilingual and organizational skills come into their own. Works with a consistent professional approach and possesses strong telecommunication skills, excellent concentration levels and attention to detail, able to process high volumes of information, analyse data and collate findings in detailed management reports. With a unique understanding of the travel industry able to make the best possible travel arrangements for a client destination with an ability to produce tailor-made itineraries for travel to short or long haul destinations.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2017 - ?
job
Senior Customer Service Specialist and support buddy
Booking.com.
• Providing expert customer service through channels: phone, e-mails, live chat
• Performing all the tasks within the deadline and ensuring the quality of information being advised to the customers is correct and is reaches the highest standards.
• Identifying reasons for not booking and confidently overcoming customer's objections.
• Conducting post-travel investigations after the rental has finished
As a Support Agent, coaching and mentoring new starters and assisting them during their training period
• Supporting the Customer Service Team Manager with any issue that arises concerning the customers' requests
• Providing communication across the business regarding opportunities to optimize work procedures
• Performing all the tasks within the deadline and ensuring the quality of information being advised to the customers is correct and is reaches the highest standards.
• Identifying reasons for not booking and confidently overcoming customer's objections.
• Conducting post-travel investigations after the rental has finished
As a Support Agent, coaching and mentoring new starters and assisting them during their training period
• Supporting the Customer Service Team Manager with any issue that arises concerning the customers' requests
• Providing communication across the business regarding opportunities to optimize work procedures
Coaching, Training, Mentoring, Customer service, Service, Support, Booking, Performing, Agent, Manager
2013 - 2017
job
Customer Service Executive
Rentalcars.com.
• Accountable for converting inbound sales calls into booking with accurate rental rates
• Performing all the tasks within the deadline and ensuring the quality of information being advised to the customers is correct and is reaches the highest standards.
• Identifying reasons for not booking and confidently overcoming customer's objections.
• Performing translations from English into Romanian in order to optimize the company's website.
• Performing all the tasks within the deadline and ensuring the quality of information being advised to the customers is correct and is reaches the highest standards.
• Identifying reasons for not booking and confidently overcoming customer's objections.
• Performing translations from English into Romanian in order to optimize the company's website.
Customer service, Sales, Service, Website, Booking, Performing
2002 - 2012
job
Travel Coordinator
Visit Romania.
for UK market
• Coordinated all group and individual travel arrangements from the UK market. Made, sold and confirmed reservations for transportation, guides and lodgings.
• Supervised a team of 8 travel/sales staff; Answered customer inquiries regarding information such as schedules, accommodations, prices, procedures and policies. Conferred with customers to determine their service requirements and travel preferences; travel times, transportation connections, and medical and visa requirements.
• Maintained relationship with hotels and suppliers; Determined available space on travel dates, made and confirmed reservations for transportation and accommodations. Planned routes, itineraries, and accommodation details.
• Liaised with a team of customer service advisors to over-achieve set targets and to increase customer service standards throughout the organisation.
• Supervised all the office administration to ensure the smooth running of the office; maintained electronic and written customer records, managed system reporting including sales and activity submissions and responded quickly to system breakdowns such as flight delays, cancellations and overbooked flights
• Prepared Expense Reports/Travel Expense Vouchers for travellers, obtaining authorized signatures; worked with travellers in submitting Foreign Trip Reports where applicable.
• Coordinated all group and individual travel arrangements from the UK market. Made, sold and confirmed reservations for transportation, guides and lodgings.
• Supervised a team of 8 travel/sales staff; Answered customer inquiries regarding information such as schedules, accommodations, prices, procedures and policies. Conferred with customers to determine their service requirements and travel preferences; travel times, transportation connections, and medical and visa requirements.
• Maintained relationship with hotels and suppliers; Determined available space on travel dates, made and confirmed reservations for transportation and accommodations. Planned routes, itineraries, and accommodation details.
• Liaised with a team of customer service advisors to over-achieve set targets and to increase customer service standards throughout the organisation.
• Supervised all the office administration to ensure the smooth running of the office; maintained electronic and written customer records, managed system reporting including sales and activity submissions and responded quickly to system breakdowns such as flight delays, cancellations and overbooked flights
• Prepared Expense Reports/Travel Expense Vouchers for travellers, obtaining authorized signatures; worked with travellers in submitting Foreign Trip Reports where applicable.
Administration, Customer service, Sales, Service, Coordinator, Office, Organization
My education
2008
-
2010
American University
Masters, Business Travel
Masters, Business Travel
1997
-
2001
American University
Bachelors, Economy of Tourism BA
Bachelors, Economy of Tourism BA
?
-
2001
Open University
N/a, Management
N/a, Management
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