Experience

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  Westin hotels & resorts

  Feb 2015 - May 2015

  Sales and customer service representative

   Created and managed promotional material through the hotel’s Facebook page and attention to clients through this social media platform. Coordinated tourist operators used by the hotel via phone and email.  Made outbound calls to guests to sell extra services provided by the hotel and enquire about their specific needs and preferences in order to ensure a superior customer experience. Worked towards weekly sales targets for city tours, airport transfers, spa packages, excursions, breakfast packages, restaurant offers, and room upgrades to guests. Worked towards monthly loyalty card registration targets during Check In and Check out situations. Used different sales strategies such as warm outbound calling, up-selling and cross selling to reach sales targets. Managed relations between Westin’s client organizations and guests through the hotel’s CRM software ‘Opera’ (reservations, revenue management, check-in, check-out, transport etc.).  Dealt with customer queries, requests and complaints via phone, email as well as in person, in both English and Spanish, and ensured speedy resolution. Translated hotel templates and reports from English to Spanish and vice versa.Performance Outcomes Learnt firsthand how major hotel groups and organisations function effectively and exactly what they need to excel within their market.  Often commended by customers and management on excellent work ethic and customer service. Acquired excellent interpersonal skills and knowledge. Developed my sales and customer service skills both in person and via phone. I was given the responsibility as back office manager in my second week of the internship.  Developed my ability to multi-task and work under pressure during chaotic periods such as during check-out hours and when major conferences or events were being held within the hotel. Show less

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  Eugenio ribera s.a.

  Jun 2015 - Sept 2015

  Customer service and administrative assistant

   Advised and educated clients on the product range in relation to the customers’ needs. Responsible to negotiate with customer to collect instalments  Answered emails from suppliers, clients and inside sales consultants about orders, enquiries, and sales consultations. Handled inbound calls and made follow-up calls to clients and suppliers. Reviewed invoices and sent bills to clients via email. Direct and support suppliers through improvement process (order, inventory, warehouse etc.) Show less

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  Hartley & marks group

  Nov 2015 - May 2016

  Account and sales operation executive

   Credit control, Responsible to negotiate with customer to collect pending invoices showing extraordinary negotiation, interpersonal and management skills Providing a high level of customer service to our customers and different stakeholders with the ability to build relationships and work collaboratively across multiple departments. Managing client orders, checking, processing and analysing data to identify trends and root causes of problems Updating customer records in database & files; Solving customer queries (email and phone correspondence) and resolution of customer issues to satisfactory conclusion; Dealing with logistics, checking stock levels and product availability, verifying; deliveries and receipts; Compile ad hoc reports of the sales of different variety of products as required. Liaising with and supporting our marketing team, providing ideas as per knowledge of the market. Show less

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  Deutsche bank

  Jun 2016 - now

  Assessing new account information – using various resources to confirm account information and recognize the potential risk of new applicantsResponsible for ensuring KYC/AML record is completed in compliance with corporate AML policies, business unit standard operating procedures and industry best practice to meet regulatory requirementsMaintaining customer and account KYC/AML record; perform periodic review, event driven reviews, EDD monitoring and PEP analysis as required. Escalate any discrepancies and report workflow progress to managerDue diligence on customer and account documentation and information through internal and external sources (Regulatory websites, Company website, Banker’s Almanac, Lexis Nexis, World Check etc.)Understanding risk and compliance – making accurate reports reflecting the risk analysis of new customers and compliance with internal and external policies and procedures relating to analysis procedures Show less  In partnership with the client, identify and agree all underlying documentation requirements and organisation of and participation in client training Troubleshooting and proven ability to handle multiple, time-sensitive projects and competing priorities simultaneously Work hand in hand with different stakeholders in an effort to strategically grow and maintain assigned accounts proactively (task involve: open, close, maintenance , implementation of products/services) Participating in quality calls with colleagues of Deutsche Bank in order to improve the customer experience, identify and solve root problems. Adherence to Key Performance Indicator (KPI) and Service Level Agreement (SLA) The excellent proactive support of customers and improving efficiency within the team. Strong business acumen with the ability to see the big picture and forecast trends. Show less

  • Assistant Vice President | Client Management and Due Diligence , KYC/AML

    Feb 2018 - now

  • Cash Management Implementations

    Jun 2016 - Feb 2018