Lucía Peña Santos
Madrid,
Summary
Dedicated and highly experienced individual with a solid customer service background of consistently enhancing client satisfaction. Expert in handling difficult scenarios with clients globally through key communication skills and professionalism.
Overview
18
18
years of professional experience
Work History
Member Services Specialist
ASMALLWORLD AG
Madrid
12.2022 - Current
- Replied to member requests efficiently and provided hotel booking support in a courteous and professional manner, boosting customer satisfaction and achieving a 20% increase in Premium membership sales and hotel bookings.
- Performed daily system maintenance tasks such as updating databases, verifying information, and troubleshooting technical issues.
- Monitored site information and posts to ensure quality content.
- Worked proactively within a Team dispersed around the world.
Customer Service Executive
Assure Jets
Dubai
02.2017 - 03.2019
- Promptly responded to incoming inquiries from prospective customers while offering suitable solutions to bespoke requirements.
- Developed outstanding client working relationships through effective communication and continued support for customer satisfaction and loyalty.
- Efficiently managed company's CRM system to organise customer data and increase sales productivity.
- Supported sales team members to drive growth and development.
Human Resources Coordinator
Emirates Airlines
Dubai
07.2015 - 01.2016
- Maintained records of received documentation, application status and applicant correspondence.
- Screened up to 500 CVs per job application. Researched job candidates for various positions to interview and compiled detailed reports regarding all information.
- Managed recruitment inboxes and updated applicant status using the HRAppoint program.
- Scheduled remote meetings and interviews using Skype, confirming and promptly rescheduling appointments across multiple timezones.
- Arranged and conducted high volume of interviews and telephone screenings for pilots.
- Prepared and debriefed candidates throughout interview process from written assessments to interviews.
Flight Attendant
Emirates Airlines
Dubai
02.2009 - 06.2015
- Complied with all airline and national aviation regulations to ensure that complete safety and security procedures were met.
- Demonstrated proper use of safety equipment through safety instructions, informing and educating passengers prior to takeoff.
- Answered passengers questions and efficiently provided solutions to issues arising during flights.
- Attended yearly workshops and training sessions in conflict resolution tactics and safety procedures to keep abreast of all new requirements and operating procedures.
- Was promoted to First class within 3 years of service and after having received various Nujoum awards for positive customer feedback.
- Maintained firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
Flight Attendant
Ryanair Ltd.
Marseille
02.2007 - 12.2008
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Ensured safety and comfort of customers onboard aircraft.
General Office Administrator
PassionLeaf, Ltd
London
03.2006 - 01.2007
- Acted as main point of contact for clients, vendors and general public by telephone and email.
- Supported manager in operational workflow. Provided comprehensive administrative and clerical support.
- Elevated customer satisfaction ratings by resolving issues.
Education
Bachelor of Arts - Business Tourism
Anglia Ruskin University
United Kingdom01-2016
Associate of Arts - Tourism Marketing
I.E.S. De Llanes
Asturias, Spain01-2002
Skills
- Strong oral and written communication skills
- Understanding customer needs
- De-Escalation Techniques
- MS Office and fast typing skills
- Excellent organisational and time management skills
- Problem solving and attention to detail
- Interpersonal skills and emotional intelligence
- Adaptability
Languages
Spanish
First Language
English
Proficient (C2)
C2
French
Advanced (C1)
C1
Timeline
Member Services Specialist
ASMALLWORLD AG
12.2022 - Current
Customer Service Executive
Assure Jets
02.2017 - 03.2019
Human Resources Coordinator
Emirates Airlines
07.2015 - 01.2016
Flight Attendant
Emirates Airlines
02.2009 - 06.2015
Flight Attendant
Ryanair Ltd.
02.2007 - 12.2008
General Office Administrator
PassionLeaf, Ltd
03.2006 - 01.2007
Bachelor of Arts - Business Tourism
Anglia Ruskin University
Associate of Arts - Tourism Marketing
I.E.S. De Llanes
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