Luana Antonio

• Delivered exceptional support to international guests in a fast-paced, 24/7 hospitality environment, effectively managing complex escalations within established SLA targets.
• Engaged in over 80 customer interactions daily through email, phone, and digital platforms, ensuring timely and effective communication.
• Achieved resolution for 20 to 40 cases each day while consistently maintaining a Customer Satisfaction (CSAT) score above 75% in a high-volume setting.
• Collaborated with clients across 25 diverse countries, driving a significant 70% reduction in repeat contacts by enhancing communication strategies and improving first-contact resolution rates.
• Demonstrated strong problem-solving skills and a commitment to delivering premium support, positioning myself for a transition to a Senior Customer Experience Specialist role focused on escalations.

• Spearheaded the management of reservations, rebookings, cancellations, and travel changes for both B2B and B2C clients, enhancing operational efficiency.
• Delivered exceptional customer support via phone, email, and digital channels in a dynamic international travel setting, ensuring a seamless experience.
• Expertly resolved booking and travel-related issues with a proactive, customer-centric approach, resulting in increased customer satisfaction.
• Guided customers through the entire booking journey, maintaining clear communication and ensuring timely resolution of issues, which improved overall service quality.
• Played a key role in boosting service efficiency and customer recovery, contributing to a positive brand reputation and loyalty.

• Oversaw comprehensive travel operations for B2B and B2C clients, ensuring seamless reservations and itineraries.
• Expertly coordinated flights, accommodations, and tailored travel arrangements to enhance customer satisfaction.
• Acted as the primary escalation point for complex travel changes and service-related inquiries, resolving issues efficiently.
• Provided personalized travel solutions, contributing to operational excellence and enhancing the overall customer experience.
• Cultivated strong client relationships through proactive and responsive service, leading to increased client loyalty and retention.
• Leveraged industry knowledge to support premium customer experience initiatives, driving continuous improvement in service delivery.