Charles Anthony Williams Knoop
Palma de Mallorca
Summary
Dedicated professional with proven skills in customer service, conflict resolution, and relationship building. Committed to enhancing customer loyalty and team development through effective communication and training.
Overview
36
36
years of professional experience
Work History
Customer Service Representative
TUI Musement
Remote
01.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed booking modifications and cancellations, ensuring seamless customer experiences.
- Trained new staff on operational procedures and customer service best practices.
- Collaborated with cross-functional teams to enhance service delivery and operational efficiency.
- Mentored junior staff, fostering a culture of continuous improvement and teamwork.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Salesman
Vision Rent & Tours
Llucmajor, Spain
05.2019 - 10.2019
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Maintained current knowledge of evolving changes in marketplace.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Consulted with businesses to supply accurate product and service information.
Salesman
Rent King / Top Ten Tours
Palma & Llucmajor, Spain
05.2018 - 04.2019
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Negotiated prices, terms of sales and service agreements.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Recorded accurate and efficient records in customer database.
- Contributed to event marketing, sales and brand promotion.
Salesman
Charter Cala Estancia
Llucmajor, Spain
07.2017 - 10.2017
- Developed strong customer relationships, enhancing customer loyalty and repeat business.
- Executed daily sales strategies to meet and exceed performance targets consistently.
- Analyzed market trends to inform sales tactics and improve competitive positioning.
- Led initiatives to streamline sales processes, increasing efficiency in customer transactions.
- Negotiated contracts with clients to secure mutually beneficial terms and conditions for both parties.
Salesman
WS Arenal
Llucmajor, Spain
04.2015 - 06.2017
- Collaborated with team members to create promotional materials that increased visibility of offerings.
- Collaborated with team members to streamline sales processes, resulting in an efficient workflow.
- Built relationships with customers and community to promote long term business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Developed, maintained and utilized diverse client base.
- Achieved or exceeded company-defined sales quotas.
Restaurant Waiter
Mama Muú
Palma De Mallorca, Spain
04.2016 - 04.2016
- Delivered prompt, courteous service to enhance customer satisfaction and dining experience.
- Assisted in menu knowledge and food recommendations to boost sales and improve guest engagement.
- Maintained cleanliness and organization of dining area to ensure a welcoming environment for guests.
- Collaborated with kitchen staff to coordinate timely food delivery and address customer needs efficiently.
- Cultivated warm relationships with regular customers.
Salesman
Estación Naútica Llucmajor - Bahía De Palma
Llucmajor, Spain
04.2013 - 10.2014
- Assisted in product presentations, effectively communicating features and benefits to clients.
- Implemented strategic approaches that improved overall sales performance across various product lines.
- Upheld high standards of customer service by promoting and upselling new products and services.
- Exceeded quarterly sales targets by implementing effective sales strategies and nurturing leads.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Collaborated with team members to create promotional materials that increased visibility of offerings.
- Trained new hires on sales techniques and company policies to ensure consistent service delivery.
- Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
Salesman
Cruceros Arenal
Llucmajor, Spain
07.2012 - 10.2012
- Developed and maintained customer relationships to enhance satisfaction and loyalty.
- Developed strong client relationships through consistent communication and exceptional customer service.
- Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
- Increased sales by offering advice on purchases and promoting additional products.
- Increased sales revenue by identifying potential clients and conducting persuasive product presentations.
- Continuously updated product knowledge, staying informed of industry trends and competitor offerings.
- Promoted and up-sold products and services to meet needs of customers.
Real Estate Agent
Inmobiliaria Mir
Palma De Mallorca
04.2012 - 06.2012
- Developed marketing materials to enhance property visibility and attract potential buyers.
- Coordinated property showings, facilitating effective communication between buyers and sellers.
- Advertised client properties through websites, social media, and real estate guides.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
Flight Attendant
Spanair
Mallorca, Gran Canaria & Barcelona, Spain
06.1993 - 02.2012
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Elevated onboard sales revenue by effectively promoting duty-free products and conveying the benefits of loyalty programs.
- Cultivated positive and welcoming atmosphere, making flights more enjoyable for passengers.
- Assured timely departures by efficiently completing all pre-boarding tasks.
- Enhanced passenger safety and comfort by conducting thorough pre-flight checks and cabin preparations.
- Assisted passengers in finding their seats and storing carry-on luggage, ensuring swift and organized boarding process.
- Conducted safety demonstrations before each flight, enhancing passengers' understanding of emergency procedures.
- Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
- Enhanced onboard sales of duty-free products by providing knowledgeable recommendations and efficient service.
- Increased customer satisfaction by providing high-quality service and attending to passengers' needs with empathy and professionalism.
- Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
Lead Flight Attendant
Meridiana Air
Barcelona, Spain & Barcelona, Spain
06.1991 - 10.1992
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Educated passengers about emergency equipment usage during safety demonstrations, ensuring comprehension of critical procedures.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Streamlined the boarding process by assisting passengers with seat assignments and providing clear directions during busy flights.
- Relayed updates and information to passengers after confirming key details with pilot.
Flight Attendant
Universair
Palma, Spain & Las Palmas, Spain
06.1990 - 04.1991
- Delivered exceptional customer service, ensuring passenger comfort and satisfaction during flights.
- Conducted safety demonstrations, educating passengers on emergency procedures and equipment use.
- Assisted in boarding processes, facilitating efficient and orderly passenger flow onto aircraft.
- Responded to passenger inquiries promptly, resolving issues to enhance travel experience.
- Monitored cabin environment for safety compliance, addressing any potential hazards proactively.
- Collaborated with crew members to maintain operational efficiency and uphold service standards.
- Participated in training sessions, enhancing knowledge of safety protocols and service excellence.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
Education
Graduado Escolar -
C.P. C'an Pastilla
Palma, SpainB.U.P. - Unfinished
I.P. Joan Alcover
Palma, SpainSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
- Client relations
- Product knowledge
- Team development
- Staff training
- Customer education
- Product sales
- Retail store support
- Brand representation
- Sales closing
Accomplishments
- Promoted products and encouraged customers to upgrade their existing product plans.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with high accuracy rate.
- Achieved high volume of revenue by completing sales with accuracy and efficiency.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Italian
Intermediate (B1)
Portuguese
Intermediate (B1)
Dutch
Elementary (A2)
Catalan
Advanced (C1)
Timeline
Customer Service Representative
TUI Musement
01.2024 - Current
Salesman
Vision Rent & Tours
05.2019 - 10.2019
Salesman
Rent King / Top Ten Tours
05.2018 - 04.2019
Salesman
Charter Cala Estancia
07.2017 - 10.2017
Restaurant Waiter
Mama Muú
04.2016 - 04.2016
Salesman
WS Arenal
04.2015 - 06.2017
Salesman
Estación Naútica Llucmajor - Bahía De Palma
04.2013 - 10.2014
Salesman
Cruceros Arenal
07.2012 - 10.2012
Real Estate Agent
Inmobiliaria Mir
04.2012 - 06.2012
Flight Attendant
Spanair
06.1993 - 02.2012
Lead Flight Attendant
Meridiana Air
06.1991 - 10.1992
Flight Attendant
Universair
06.1990 - 04.1991
Graduado Escolar -
C.P. C'an Pastilla
B.U.P. - Unfinished
I.P. Joan Alcover