DURDICA SABO
Barcelona
Summary
Sales and Customer Care Specialist with a track record of driving profit growth, achieving a 20% increase at One Bag Hotels Ltd through effective CRM management and contract negotiation. Expertise in resolving customer issues and enhancing satisfaction, leading to increased brand loyalty. Experienced in training teams on customer interaction strategies, resulting in improved service quality. Recognized for strong communication and problem-solving skills, facilitating successful cross-functional collaboration to meet business objectives.
Overview
27
27
years of professional experience
Work History
Sales and Customer Care Specialist
One Bag Hotels Ltd
12.2022 - Current
- Managed omnichannel support for 200+ clients daily, achieving a 95% resolution rate on the first contact.
- Boosted customer engagement by 15% by improving the CRM system and streamlining communication processes.
- Negotiated and secured special rates with 20 high-end hotels, contributing to a 20% increase in company profits.
Customer Service Representative
Amazon Road Transport
02.2020 - 08.2020
- Facilitated on-time delivery for 95% of orders by providing real-time assistance to drivers.
- Improved operational efficiency by 15% through effective use of software and hardware tools.
- Coordinated the repair and replacement of tools, reducing downtime by 20%.
- Enhanced customer satisfaction by 10% through additional CSR duties, including resolving escalated issues.
Telemarketer
Majorel for Belvilla Oyo
10.2019 - 01.2020
- Processed over 100 inbound and outbound calls daily, resolving 90% of inquiries on the first contact.
- Secured a 95% client retention rate by successfully negotiating contracts and ensuring timely follow-ups.
- Reduced follow-up inquiries by 20% by maintaining accurate records of all customer interactions.
Sales and Customer Care Specialist
One Bag Hotels Ltd
Barcelona
11.2008 - 09.2019
- Negotiated special Trade Fair rates with 20 high-end hotels, securing accommodations for 100 VIPs and guests.
- Collaborated across teams to meet and exceed profit targets, contributing to company growth.
Leading Outsourcing Specialist
SELLBYTEL GROUP
Spain
06.2016 - 09.2016
- Company Overview: Key support specialist for Voyages SNCF, the official European distribution channel for French railways (SNCF)
- Served as a key support specialist for Voyages SNCF, the official European distribution channel for French railways (SNCF), managing client inquiries related to high-speed and conventional rail travel.
- Provided real-time support to clients experiencing delays or potential missed connections, ensuring smooth travel experiences and minimizing disruptions.
- Utilized Supply Chain Management expertise to coordinate and manage logistical challenges, improving client satisfaction.
- Key support specialist for Voyages SNCF, the official European distribution channel for French railways (SNCF)
Supply Chain Management
Bertelsmann for Arvato Service Iberia
09.2015 - 02.2016
- Amplified customer satisfaction by 20% by resolving 500+ flight-related issues for Vueling clients with a 98% accuracy rate.
- Streamlined complaint resolution time by 15% through enhanced communication processes.
- Provided exceptional support to VIP and special needs passengers, contributing to a 15% increase in customer loyalty.
Customer Care Specialist
RAYTHEON
Barcelona
03.2010 - 05.2013
- Resolved 80% of General Motors incidents on the first contact, driving a 20% increase in customer satisfaction.
- Optimized training program participation by 25% through effective outbound communication.
- Enhanced team knowledge-sharing, reducing error rates by 15% and improving service delivery.
- Streamlined incident management processes, reducing escalation rates by 10%.
Reservations Manager/Contractor
Jac Travel
London
08.2002 - 05.2006
- Led a team of 12 reservation staff, increasing efficiency by 30% through effective process management.
- Negotiated favourable contracts with tour operators, contributing to a 15% increase in company revenue.
- Reduced overbooking issues by 25% through management, leading to a 20% increase in guest satisfaction.
Hotel Receptionist
Oki Hotel
London
03.1998 - 09.2001
- Boosted guest satisfaction by 20% by reducing wait times and streamlining the check-in/check-out process.
- Heightened bookings by 15% through successful contract negotiations with tour operators.
- Maintained 100% occupancy during peak seasons by effectively managing reservations and customer expectations.
- Assisted the General Manager with task delegation, improving team productivity by 15%.
Education
B.Sc - Econs
High School of Economics and Finance
Daruvar, Croatia05.1994
Skills
- Customer Service Excellence
- Sales and revenue optimization
- CRM System Management
- Cross-functional collaboration
- Problem-solving
- Contract Negotiation
- Team Leadership and Training
- Omnichannel Communication
- Customer service
- Customer relationship management
- Sales negotiation
Accomplishments
- Led a team of 12 reservations staff and 2 in Customer Care at Jac Travel, increasing team productivity by 25%.
- Consistently exceeded customer expectations by resolving 90% of inquiries on the first contact.
Languages
- Serbo-Croatian, Native
- English, Fluent
- Slovenian, Fluent
- Spanish, Conversational
Timeline
Sales and Customer Care Specialist
One Bag Hotels Ltd
12.2022 - Current
Customer Service Representative
Amazon Road Transport
02.2020 - 08.2020
Telemarketer
Majorel for Belvilla Oyo
10.2019 - 01.2020
Leading Outsourcing Specialist
SELLBYTEL GROUP
06.2016 - 09.2016
Supply Chain Management
Bertelsmann for Arvato Service Iberia
09.2015 - 02.2016
Customer Care Specialist
RAYTHEON
03.2010 - 05.2013
Sales and Customer Care Specialist
One Bag Hotels Ltd
11.2008 - 09.2019
Reservations Manager/Contractor
Jac Travel
08.2002 - 05.2006
Hotel Receptionist
Oki Hotel
03.1998 - 09.2001
B.Sc - Econs
High School of Economics and Finance
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