Nicole Alesandra Romero

I am Nicole Alesandra Romero, an experienced Team Leader and Travel Specialist with a strong background in customer service, operations, and business travel support. Over the years, I have developed expertise in leading multi-LOB teams across email, chat, and call channels, coaching agents, managing KPIs, and ensuring high-quality service for both business and leisure clients. My experience spans handling VIP and B2B clients across Europe and the United States, allowing me to build strong communication, problem-solving, and organizational skills in fast-paced, high-pressure environments.

As a Team Leader, I have been responsible for monitoring performance metrics such as CSAT, AHT, conformance, occupancy, and overall team efficiency. I identify outliers through data analysis, provide actionable feedback, and implement process improvements to maintain top performance. My coaching approach is hands-on and structured, helping team members develop their skills while consistently achieving service excellence. Even under stress, I thrive in leading teams to deliver high-quality results, and my leadership has ensured that my teams consistently ranked among the top performers.

In addition to leadership, I have extensive experience in business travel management. I have coordinated complex itineraries involving flights, hotels, trains, car rentals, airport transfers, and other travel-related activities. I am GDS-trained and proficient in platforms such as Amadeus, Traveldesk, and corporate booking tools. I also have experience negotiating corporate rates, managing invoices, processing payments and refunds, and handling VIP and special requests. My attention to detail ensures accurate, timely execution of tasks while optimizing workflows using automation tools and AI assistants.

Earlier in my career, I assisted in managing a family-owned travel and tours business, where I handled social media management, vendor coordination, paperwork, and personal assistant duties. This experience helped me develop versatility, adaptability, and the ability to anticipate needs skills that are highly valuable in any executive support or operations role.

I am highly organized, proactive, and solutions-oriented, with a passion for delivering exceptional customer and client experiences. I thrive in supportive, dynamic work environments that value efficiency, collaboration, and continuous learning. My goal is to continue growing professionally while contributing to an organization where my leadership, travel expertise, and operational skills can make a meaningful impact.