Martina Roviglioni
Villeneuve D’Ascq
Summary
Highly motivated and responsible Customer Service Specialist with foreign language knowledge and extensive experience in the field, seeks position with a company that will encourage professional growth. Passionate about travel and hospitality industry. Able to meet and exceed goals. Her international working experience and dedication to providing excellent results are strong assets to any team and employer.
Overview
13
13
years of professional experience
Work History
Partner Service Specialist
Booking.com / Majorel
2023.05 - Current
- Assisting potential and existing partners via phone calls and emails
- Guiding new partners through contracting process and setting up of their new account
- Assisting partners with managing availability, rates, restrictions, policies and channel manager connectivity
- Educating partners on extranet features to promote optimal performance on Booking.com platform
- Providing first point of contact for technical issues, recommending alternative strategies and escalating to IT when needed
- Recommending payment solutions to streamline and boost partner revenue
- Providing assistance with payments and invoices, and escalating to relevant department when necessary
- Handling complaints and recommending compensation when needed
- Recording interactions for more efficient follow-up.
Guest Service Specialist
Booking.com / Majorel
2019.02 - 2023.05
- Providing multilingual assistance to international customers via phone calls, live chats and emails
- Assisting guests with pre-stay inquires, special requests, reservation modifications and payment issues
- Assisting customers identifying the ideal accommodation and creating new reservations
- Handling complaints and recommending compensation when needed
- Finding alternative accommodations for guests experiencing overbooking
- Communicating and connecting guests with different departments based on needs
- Organizing team events and coaching sessions to help agents improve their skills
- Hosting shadowing sessions for newly hired agents.
Front Desk Assistant Manager
Xanterra - Many Glacier Hotel
2018.06 - 2018.09
- Responsible for ensuring high quality guest assistance
- Managing and training teams of front desk agents
- Assisting with employees scheduling and payroll
- Assisting with employees performance evaluations and discussions
- Managing reservations with Opera POS system
- Responsible for cash handling and payment processing (daily revenue $65k+)
- Efficiently communicate with other departments, such as housekeeping, maintenance, food and beverage, concierge
- Communicating with guests via email or phone to accommodate special requests and after-stay follow up
- Handling guest issues and compensation when necessary.
Assistant Buyer
Romax comfort shoes
2016.06 - 2018.05
- Responsible for controlling and maintaining inventory level
- Maintaining relationship with vendors
- Data entry and data analysis
- Managing orders
- Assisting manager with schedule and employee training
- Tasked with retail associate duties, such as customer service, store opening and closing procedures, register operations.
Retail Associate
5Th Avenue
2014.06 - 2015.05
- Advising customers on purchase of high end clothing, jewelry and accessories
- Responsible for register operations and balancing of cash drawer
- Tasked with in-store merchandise arrangement and window displays
- Inventory control and stocking.
Retail Associate
Xanterra
2013.07 - 2013.09
- Responsible for register operations and balancing drawers at the end of every shift
- Responsible for store opening and closing operations
- Inventory management and shelf stocking
- Stockroom organization
English Teacher
1 2 3 Stella! Nursery School
2011.10 - 2013.06
- Conducting educative activities and play-time
- Relating with parents and families
- Nursing children
- Coordinating special events (recital, celebrations etc.)
Retail Associate
Libraccio bookstore
2011.05 - 2012.10
- Handling and organizing stockrooms
- Managing the front store facing very busy situations (100 plus customers)
- Training new employees
- Managing store orders and inventory
- Register operations.
Education
Philosophical and Human Sciences -
UCSC Universita’ Cattolica del Sacro Cuore
06.2013
High School diploma - Scientific-technological institute
E.Breda
06.2007
Skills
- Strong interpersonal skills
- Solution-driven with innovating thinking
- Team oriented and excellent communicator
- Extremely adaptable and quick to learn
- Highly organized and detailed oriented
- Customer service oriented
- Punctual, professional, and responsible
- Able to meet and exceed goals
- Familiar with register operations and sales software
- Experience with Microsoft Office – Word, PowerPoint, Excel
Languages
Italian
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Upper intermediate (B2)
French
Elementary (A2)
Timeline
Partner Service Specialist
Booking.com / Majorel
2023.05 - Current
Guest Service Specialist
Booking.com / Majorel
2019.02 - 2023.05
Front Desk Assistant Manager
Xanterra - Many Glacier Hotel
2018.06 - 2018.09
Assistant Buyer
Romax comfort shoes
2016.06 - 2018.05
Retail Associate
5Th Avenue
2014.06 - 2015.05
Retail Associate
Xanterra
2013.07 - 2013.09
English Teacher
1 2 3 Stella! Nursery School
2011.10 - 2013.06
Retail Associate
Libraccio bookstore
2011.05 - 2012.10
Philosophical and Human Sciences -
UCSC Universita’ Cattolica del Sacro Cuore
High School diploma - Scientific-technological institute
E.Breda
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