Clara Suárez López-Zuriaga
Madrid
Summary
Skilled leader in customer service and project management, with a track record of enhancing customer satisfaction and streamlining operations at HHV Handels GmbH. Excels in conflict resolution and analytical thinking, adept at multi-task management and leveraging diverse CRMs to achieve operational excellence. Successfully led teams to exceed performance targets through effective coaching and budget management. Noted for bringing creative solutions to complex situations in past roles.
Overview
14
14
years of professional experience
Work History
Insurance Agent
Wertgarantie SE
Madrid
04.2024 - 12.2024
- Resolved customer inquiries regarding policy changes or coverage issues.
- Promoted agency products to customers in person, by telephone and in writing.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
Customer Service Officer - Team Leader
HHV Handels GmbH
Berlin
01.2021 - 03.2024
- Resolved escalated customer issues with professionalism and patience.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs and daily workflow
- Motivated teams by recognizing and rewarding excellence.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided regular performance feedback and coaching to team members.
- Managed daily operations and client relations.
- Responsibility over six team members.
- TAX control and supervision on VAT free orders
Project Manager - Customer Support
Hotelnetsolutions GmbH
Berlin
05.2020 - 12.2020
- Responded promptly to all incoming customer inquiries within a timely manner.
- Performed remote troubleshooting sessions with customers.
- Set up equipment for client use, performing and operating systems or software.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Configuration of different interfaces (OTA's, CRM, MetaBrowser).
F&B Supervisor
Living Hotels
Berlin
01.2019 - 04.2020
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Wrote and communicated clearly, understood internal documents and reports and interacted professionally with guests and employees.
- Prepared daily reports outlining sales figures, labor costs, inventory levels.
- Supervised and monitored all F&B staff to ensure efficient service delivery.
- Worked closely with other departments such as housekeeping and security for smooth operations.
- Developed training plans for new employees and assisted in their onboarding process.
- Created weekly schedules for F&B staff according to business needs.
- Budget controlling and pricing
Junior Convention Sales Manager
Living Hotels
Berlin
01.2018 - 12.2018
- Built sales forecasts and schedules to reflect desired productivity targets.
- Established relationships with vendors, negotiated contracts, and managed event logistics.
- Resolved customer complaints regarding sales and service.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Collaborated with internal teams to create a comprehensive agenda for each convention.
- Organising team events
Front Desk Agent
Living Hotels
Nuremberg & Berlin
09.2016 - 12.2017
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Managed cash drawer responsibly throughout shift.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Resolved customer complaints promptly and courteously.
- Input and confirmed reservations for guests.
- Online reviews on different platforms (e.g. Booking.com, Trustyou, Expedia)
Waitress
Haru Sushi Bar
Nuremberg
03.2011 - 03.2017
- Served food and beverages to patrons and confirmed complete orders.
- Organized take-out orders efficiently according to customer requests.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
Education
Hotel Management Assitant - Hospitality Administration And Management
IHK Schwaben
Bad Wörishofen, Alemania06.2016
Chef - Hospitality
IHK Franken
Nuremberg, Alemania06.2014
Skills
- Budget management
- Time management
- Analytical and critical thinking
- Attention to detail
- Conflict resolution
- Multi-task management
- Teamwork
- Intercultural competences
- Microsoft Office
- diverse CRMs
Personal Information
- Date of Birth: 04/07/88
- Nationality: Spain
Activities
- Literature
- Art
- Music
- Travel
Languages
Spanish
First Language
German
Proficient (C2)
C2
English
Upper Intermediate (B2)
B2
French
Elementary (A2)
A2
Timeline
Insurance Agent
Wertgarantie SE
04.2024 - 12.2024
Customer Service Officer - Team Leader
HHV Handels GmbH
01.2021 - 03.2024
Project Manager - Customer Support
Hotelnetsolutions GmbH
05.2020 - 12.2020
F&B Supervisor
Living Hotels
01.2019 - 04.2020
Junior Convention Sales Manager
Living Hotels
01.2018 - 12.2018
Front Desk Agent
Living Hotels
09.2016 - 12.2017
Waitress
Haru Sushi Bar
03.2011 - 03.2017
Hotel Management Assitant - Hospitality Administration And Management
IHK Schwaben
Chef - Hospitality
IHK Franken