EXPERIENCE
CUSTOMER SUCCESS SPECIALIST
TalkGuest | September 2019 - March 2020
Integration and training of new clients / accounts, identifying, correcting and
advising on how to align business objectives within the software;
Help investigate any issues or bugs, troubleshooting and reporting;
E-COMMERCE, REVENUE AND RESERVATIONS MANAGER
Lisaltur | April to September 2019
Maintain up to date availability, rates and promotions in the partners different
extranet - PMS, OTA, Website;
Collect, integrate and study online market and competition data on a daily basis,
in order to create and develop pricing strategies, to maximize revenue;
JOANA
SANTOS
CUSTOMER SUCCESS MANAGER
GuestCentric | September 2017 to Abril 2019
ABOUT
I aim to work in a customer-centric
organization,
that
provides
positive
customer experience at every stage of the
customer journey.
CUSTOMER SUCCESS REPRESENTATIVE
GuestCentric | December 2015 to August 2017
Manage high-volume of help tickets, customer calls and emails, assisting
customers with their problems and troubleshooting;
Analysing and reviewing customer performance, in order to maximize their
revenue and online presence;
Perform weekly online training sessions - in Portuguese, Spanish and English
SKILLS
Excellent
written
communication
skills
Portuguese and Spanish;
Managing and mentoring customer support agents, ensuring individuals and
teams meet SLA targets;
Manage hotels on the platforms (Booking Engine, Channel Manager and
Website), ensuring that the hotels are correctly connected on OTA's and that
rates and availability flow correctly;
Audits to ensure hotels are visible in the GDS as well as support the Operations
department by uploading hotels’ corporate negotiated rates.
and
oral
in
English,
Solid management and leadership skills
acquired in an international
environment;
Strong customer orientation and results
driven;
Proficient with PMS's, Channel
Managers, Microsoft Office, CRM, JIRA,
TalkDesk, SalesForce;
Able to work under pressure in a fastpaced environment.
FRONT DESK RECEPTIONIST - INOV CONTACT
Salinas Sea, Cape Verde | February to August 2015
Guarantee customer service at the hotel reception, supporting guests during
their stay;
Check-in, check-out, booking of tourist and cultural activities.
FRONT DESK RECEPTIONIST | RESERVATIONS TEAM
The Manor House, Great Britain | August 2012 to July 2014
Register guests, reservations, pre-reservations, cancellations, payments and
billing, using Welcome 21 System;
Check-in / check-out, booking tourist activities and special requests;
PERSONAL INFORMATION
EDUCATION
Mobile:-
UNIVERSIDADE DE LISBOA
E-mail:-
Post-Graduate in Tourism and Communications | 2015 - 2016
LinkedIn: @santosvjoana
Address: Rua Manuel Nunes Marques Adegas
29 rch esq,- Ponte Sor
ESCOLA SUPERIOR DE EDUCAÇÃO DE COIMBRA
Bachelor in Tourism | 2007 - 2011
Curricular Internship at "Portugal dos Pequenitos"
Associative Leader at K&Batuna - Tuna Académica Mista
