Hi, I’m
Aida Celik Allen
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Experienced with more than 20 years. Organized and proactive Customer Service Sales Specialist thrives on meeting challenging goals and exceeding customer expectations. Highly motivated, independent worker with excellent problem-solving and analytical skills.
Overview
10
years of professional experience
Work History
INTERNATIONAL EVENTS
FREELANCE
08.2022 - Current
Job overview
- MEET & GREET
- Airport meet and greet
- Gala dinners assistance
- Hospitality desk
- Various team building guide (tapas hunt, RSC internal events, treasure hunt…)
- Host for VIP clients
- Assisted customers with Spanish, English and Portuguese-language inquiries in timely and professional manner.
ADM GESTION DE RECICLADOS
ADMINISTRATIVE
08.2022 - Current
Job overview
- Sales, B2B and B2C, via phone and email from A to Z managing entire process
- Logistics and management of daily routes with drivers
- Respond via telephone and email to all customer and supplier inquiries
- Send quotations and proposals
- Responsible for company's invoicing, outstanding payments, and schedule remittance
- Management of payment´s to third parties and providers, legal documentation.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
GIFTING DEPARTMENT ANNUAL HIGH JEWELRY EVENT FOR CARTIER
PROJECT MANAGER
03.2022 - 08.2022
Job overview
- Cartier invites its 800 top clients and press for one month to selected city once a year
- I was a senior member within gifting department for their international event celebrated in Madrid in June 2022
- Before event (March to May 2022)
- Suggestion of special and local gifts which could be at the same standard than luxury brand organizing event
- Once these suggestions were approved by Cartier, ensuring we were aligned with suppliers to get them at our premises before client arrival´s in Madrid
- Making sure that last minute cancellations were not charged
- Control the stock and security
- Creating and polishing internal documents to guarantee that the team was working at maximum efficiency
- During event (June 2022)
- Preparing the packages with the different gifts to be delivered at the hotels prior guests´ arrivals
- Organizing the logistics within our team prioritizing based on ETA of the clients at the hotel
- Making sure that the hotels were correctly informed and delivering the details at the rooms before check in
- Taking care of last-minute requests ensuring we could get the ordered item
- Leading the calligraphers as the rest of the team
- Control the stock
- Ensuring that the requests from ZPM were up to date
- Verified quality of deliverables and conformance to specifications before submitting to clients.
WOLVES SRL
REMOTE CUSTOMER SUPPORT
12.2020 - 05.2022
Job overview
- Rescheduled with courier the parcels which could not be delivered
- Keeping social media accounts of company up to date
- Answering questions via email, phone and social media done by customers.
- Managed over 50 customer calls per day
- Identified potential sales and cross-selling opportunities and informed supervisor.
EXPEDIA GROUP
CUSTOMER SERVICE AND TECHNICAL SUPPORT
01.2018 - 12.2020
Job overview
- Resolved inquiries and requests about inventory management, data entry, reservations educating successfully and accurately hotel partners, channel managers and OTAs
- Managed financial transactions support across multiple account models
- Ensured company's product was competitive, attractive, and relevant in the assigned market, optimizing content, rates and availability to maximize customer conversion.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
MEET & GREET
FREELANCE INTERNATIONAL EVENTS
09.2016 - 12.2017
Job overview
- Assistance for various international pharmaceutical companies
- Supporting the groups during their stay in Barcelona
- Welcoming passengers at airport and helping them during the check-in process at the hotel
- Manage the planned itinerary and possible changes
- Lead the booking of transportation and accommodations
- Propose to the group different options for their activities
- Advise and help with any doubts that may arise.
JM-SPORT GOALS & CONSULTING LTDA, Rio de Janeiro
CUSTOMER SUPPORT, SALES &TRAVEL ASSINTENCE
01.2014 - 07.2016
Job overview
- World Cup 2014 and 2016 Olympic Games 2016
- Organizing tour plans for group of over twenty people at a time
- Purchasing tickets for all clients for both events
- Meet & greet most groups at the airport and escorting them to their accommodations
- Translating multiple documents from English into Portuguese
- Booking excursions and accommodation if required
- Liaising with tour guides, restaurant, and hotel staff
- Assigning tickets to each client and ensuring accuracy and detail
- Overseeing a smooth and pleasant experience for each customer
- There are other previous work experiences which are important as part of my background, however with the idea of summarizing my experience
- I have mentioned which I consider can be relevant and more recent to show my expertise within the Customer Support on the travel industry.
Education
UDEMYSpain
Customer Service, Support And Experience
04.2022
University Overview
- Customer service to build super-fans who buy more and recommend your business to their friends
- Create a customer experience that delights clients and makes them feel like they are getting a great product
- Make more money from repeat customers and referrals
- Turn even angry clients into loyal, long-term clients through amazing customer service
- Engage your customers in a better way
ACEDIS FormationSpain
Warehouse And Inventory Management , 2022
11.2022
UDEMYSpain
Sales Training: Practical Sales Techniques
03.2020
UNIVERSANIDADSantander
Vocational Training from Nursing Assistance
07.2021
QUORUMSpain
Training Teachers. C2 Degree of Spanish
05.2013
Home Learning College NCFEUK
Early Learning And Childcare Degree
06.2010
Skills
SOFTWARE:
- Salesforce
- Voyager
- Merchant
- Microsoft Office, SaaS, Suite Google
- Zoho CRM
- Opera PMS, Tesipro PM, Siteminder Channel Manager
JOB QUALITIES:
- Excellent communication skills, written and oral
- Good Customer Relations, via phone, email and chat
- Administrative support, documentation and reporting
- Receiving technical support
- Staff education and training
- International sales support
Languages
Spanish
Bilingual or Proficient (C2)
Portuguese
Advanced (C1)
English
Advanced (C1)
Timeline
FREELANCE
INTERNATIONAL EVENTS
08.2022 - Current
ADMINISTRATIVE
ADM GESTION DE RECICLADOS
08.2022 - Current
PROJECT MANAGER
GIFTING DEPARTMENT ANNUAL HIGH JEWELRY EVENT FOR CARTIER
03.2022 - 08.2022
REMOTE CUSTOMER SUPPORT
WOLVES SRL
12.2020 - 05.2022
CUSTOMER SERVICE AND TECHNICAL SUPPORT
EXPEDIA GROUP
01.2018 - 12.2020
FREELANCE INTERNATIONAL EVENTS
MEET & GREET
09.2016 - 12.2017
CUSTOMER SUPPORT, SALES &TRAVEL ASSINTENCE
JM-SPORT GOALS & CONSULTING LTDA, Rio de Janeiro
01.2014 - 07.2016
UDEMY
Customer Service, Support And Experience
ACEDIS Formation
Warehouse And Inventory Management , 2022
UDEMY
Sales Training: Practical Sales Techniques
UNIVERSANIDAD
Vocational Training from Nursing Assistance
QUORUM
Training Teachers. C2 Degree of Spanish
Home Learning College NCFE
Early Learning And Childcare Degree
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