Doriana Resume

Doriana

Operation Sales Manager

Female

45 y/o

Italian translation/Customer Service Specialist/Member/VIP Management/Hotel reception/Front Office Manager/Hotel Manager/Etiquette and reception staff/Teacher/Foreign language teacher/Language Teacher/English Teacher

Live in Italy

Nationality Italy

Summary

Experienced professional in Public Relations and Leadership, with over 10 years of dedicated experience in the multicultural environment of cruise industry. Able to forge long-lasting brand loyalty trough emphatic and tailor-made approach to every customer. Experienced in dealing with tourist groups, with a strong ability to thrive within a fast-paced environment, creating meaningful programs, accommodating needs and special requests cooperating with all Hotel Departments, providing high quality service even with limited resources and under pressure. With a solid academic background and diverse professional experience, my capacity for empathy has consistently played an essential role in understanding and addressing the unique needs of individuals, enabling me to connect with customers and colleagues on a profound level. Beyond my experience, I aspire to embrace new challenges, utilizing my strategic thinking and strong communication skills to enhance workforce efficiency and foster a positive work culture.

Work experience

Operation Sales Manager

Acha Co., Ltd.

2022.03-2024.08

(3 years)

countries around the world. Provide leadership and supervision to Sales, Production, QC and Stock Department. The functions cover areas of day-to-day Operations, Inventory Management, Customer Service, infrastructure & maintenance, HR and staffing. Responsible for gross margin, timely deliveries of customer orders, customer satisfaction and customer enquiries. To enforce strict stock control procedures and ensure that Inventory levels are maintained. In the role of Operations Manager, I am responsible for overseeing a team of 70 Thai employees, managing HR issues and enforcing company policies for a cohesive and compliant work environment.

Italian TeamLeader/ Spanish TeamLeader

CLBS Company

2020.11-2021.09

(a year)

Ensuring a service oriented, professional and enjoyable working environment by motivating the team members and supervising their performances. Ensuring the quality of call handling is kept to a superior standard. Keeping always updated and revising the knowledge and understanding of all areas related to quality management, training and leadership.

Customer Care Representative / Quality Assurance Assistant

CLBS Company – Chiang Mai

2018.10-2019.11

(a year)

Interacting with customers on behalf of an organization: taking customer calls, gathering customer information, analyzing the situation and providing a resolution based on client policies and procedures in the resource databases and tools provided. Providing information about products and services, scheduling and coordinating appointments, responding to customer complaints and taking orders. Supporting the Quality Assurance Team by helping to monitor and review customer feedbacks, calls and call notifications to make sure customer care representatives are in compliance with the rules and regulations of the clients.

Guest Relations Manager

Costa Cruises - Carnival Corporation

2008.03-2018.02

(10 years)

• Providing special care for VIP and “Suite” guests and assisting in all their needs the Costa Loyalty members. • As contact person for groups and incentives, I prepared and planned the group programs, activities and their special needs and requests, creating a network of effective communication between the group leaders and ship departments. • Monitoring customer satisfaction metrics, working with staff to improve customer service in order to create the perfect guest experience. • Taking lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments. • Managing high volume of mail and daily communication with Special Services Office ashore and Head Departments aboard.

Guest Service Operator

costa cruises - carnival corporation - on board cruise ships

2007.05-2008.02

(10 months)

• Welcoming customer inquiries managing priorities and taking ownership in resolving complaints in an empathic way. • Deep knowledge of customer service procedures and business offers and services.

English speaking assistant and teacherof Italian and French

Socrates-Comenius

2006.10-2007.03

(6 months)

• Supporting Teacher for students with difficulties in learning English. • Planning and conducting a course of Italian and French through lectures, group activities and conversation.

Italian teacher

Middle Schools “J. Prèvert” and “E. Le Roy”, and in High School “Maine de Biran

2003.11-2004.05

(7 months)

”, Bergerac, France • Taught private lessons in Italian and conducted interviews to French adults. • The project resulted in my MA Thesis: “Learning a second language in L2 adulthood. The Italo- learners Bergerac” • Supporting teachers and promoting Italian culture through activities as cooking, theater, creativity.