Anna Furman

Experience

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  Krakow Valley Golf & Country Club

  Sept 2007 - Oct 2007

  Internship in Krakow Valley Golf & Country Club –Reception of a golf course

  Main Responsibilities• act as the first point of contact for visitors and callers to Krakow Valley Golf & Country Club and to undertake a range of other administrative tasks.

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  Hotel Villa Pacoldi Krakow Valley Golf & Country Club –

  Jan 2008 - Jul 2008

  Receptionist, interpreter, translator

  Main Responsibilities• dealing with bookings by phone, e-mail, letter, fax or face-to-face,• resolve general complaints and answer general questions, • completing procedures when guests arrive and leave,• schedule appointments, give tours of the resort.

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  Camping Castell Montgri

  Jul 2008 - Sept 2008

  Receptionist, interpreter, translator
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  Embassy of the Republic of Poland

  Oct 2009 - Nov 2009

  Internship in embassy of Republic of Poland in Santiago de Chile (Chile).

  Main Responsibilities • monitor economic and trade policies of Chile that may have an impact on Polish economy, trade flows and investment climate,• research, develop and write tesis about different branches of trade in Chile in respect to Poland and possible opportunities to cooperation between countries,• write short summaries about current events in Chile.

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  Nokia Siemens Networks, Industrial and Financial Systems Poland

  May 2011 - Aug 2011

  Administrative assistant

  Main Responsibilities • perform administrative and supportive tasks for the company, • schedule appointments,• answer telephone calls and come into contact with many visitors.

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  Serco

  Sept 2011 - Jan 2013

  Main Responsibilities• develop training materials, eLearning modules and trainer guide,• deliver Internal trainings for Customer Care Department (group of 20-25 trainees) in English and Spanish, • report training needs, training quality, modules,• ensure the excellence of the delivered services on daily basis,• evaluate trainees performance, lead coaching sessions and provide feedback,• participate in recruitment process. Main Responsibilities• work on configuration of extranets (for example: Booking.com, TransHotel, HRS, Splendia, Expedia, Orbitz, etc) in Channel Managers and become the subject matter expert for the Customer Applications,• answer phones and emails in Spanish and English,• deliver trainings over the phone for iHotelier, SalesForce, Channel Managers (ChannelDirect, FuzionLink/EZ Yield), InSite/Electronic Marketing Center, Hotelligence360 GDS for customers.

  • EasyJet- Trainer with Spanish and English

    Jun 2012 - Jan 2013

  • Senior Customer Service Executive with Spanish and English at TravelClick project

    Sept 2011 - Jun 2012
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  TravelClick

  Jan 2013 - Jan 2014

  Customer Service Support Manager

  Main Responsibilities • Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments;• Represent the Customer Care team in internal meetings such as change control, issues resolution, process and procedure development;• Become the subject matter expert for the Customer Applications, such as Reservation Services (iHotelier and EZYield Channel Management) and Business Intelligence (HT360, Rate360, Price Position, Agency360 etc.) including their interaction with other system and internal processes;• Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments;• Represent the Customer Care team in internal meetings such as change control, issues resolution, process and procedure development;• Proactively communicates important information/updates to Customer Care regarding system changes, fixes, changes with other departments. Show less

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  Captain Oliver's Hotel

  Apr 2014 - Apr 2016

  Revenue & Reservation Manager

  Main Responsibilities:- successfully setting strategic direction and determinepricing of boutique hotel for next 2 years,- managing the training program for new hires of 2departments- ensuring all related systems are configured correctly,validated and working to full capacity,- Responsable for implementation and configuration of new PMS (IQWARE), Channel Manager (EZYield), GDS, CRS and Extranets (Booking.com, Expedia, Despegar.com, Orbitz, Tourico, Hotelbeds, etc),

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  Booking.com

  Jun 2016 - now

  Managing and coaching a team of employees to achieve both organizational and individualobjectives.● Responsible for internal and external recruitment activities in the team● Drives the development of individuals, using frameworks and tools to motivate the team● Responsible for maintaining a strong relationship with the important partners to achievetargets and growth.● Establish ties with partners through accompanying team members on visits, events andindustry conferences.● Lead the organization of partner events with the objective to drive business results.● Be the market expert on the industry by understanding the spectrum of thecompetitors and the landscape of partners.● Review team targets’ pace to ensure meeting business goals by guiding andcoaching the team in planning and prioritizing● Be the expert on the operational side to drive efficiency and effectiveness Show less

  • Market Team Manager

    Dec 2021 - now

  • Senior Account Manager Team Lead

    Dec 2021 - now

  • Account Manager

    Jun 2016 - Dec 2021