Ludgero Lima

Experience

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  Rentalcars.com

  May 2012 - May 2015

  Business Services Consultant

  The main responsibility of a Business Travel Consultant is to help customers with planning, modifying or cancelling scheduled reservations or a future/ongoing journey. Consultants work with customers/companies to plan out the duration of their stay and then send booking confirmation to customers/companies after processing payments.Job Function:- Provided personalised customer service at the highest level.- Handling travel solution products and services as required by the organisation.- Monitoring the work of Customer Service agents, assisting and resolving any queries.- Providing error-related feedbacks to Customer Service agents; reporting to a Team Leader.- Resolving clients/companies complaints, both post and pre-journey.- Taking escalation calls.- Providing general information / Promoting Company's Product.- Resolving the most complex product-related queries.- Real Time Monitoring – Service Level Monitoring. Show less

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  Egencia

  Jun 2015 - Oct 2020

  Senior Business Consultant

  The role of the Senior Business Travel Consultant can be a pressured and demanding due to the requests of travel. When disruption occurs, it typically means considerable disruption for our clients/companies. Therefore, there is a need to be calm and have a sympathetic and reassuring approach to providing assistance at highly stressful times. Thus, being self-motivated and able to work comfortably under pressure, providing travel solutions to clients/companies outside of normal working hours, if required. Fulfilling last minute/urgent travel bookings/amendments/refunds on behalf of the company’s Corporate clients so attention to detail and meticulous standards are key.Job Function:• Booking and Resolving travel requirements/issues for VIP clients/companies within the Expedia Inc. Group industry and affiliates.• Answering calls and emails from clients in a polite, efficient and professional manner• Offering expert advice in all aspects of travel.• Maintain the outstanding level of customer service required by the Expedia Inc. Group standards.• Work as part of an efficient team, communicating effectively both internally and externally• To issue and perform re-calculations of international and domestic bookings, cancellations, modifications or any additional costs/services required. • Sourcing the best and most cost effective worldwide solutions and products by Expedia Inc. Group offered to the client/company.• Providing additional Quality Control to daily team processes when call volumes permit or increase.• Provide ‘Product Process Analysis’ of Expedia Inc. Group products and communicate to Senior Management as appropriate.• Creation and provision of product daily/weekly reports for team communication in the occasion of a major event disruption. Show less

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  UK Civil Service

  Jun 2021 - now

  Civil Servant