Ana Fernanda Coindreau Garcia
Quebec,Quebec
Summary
Accomplished travel professional with a sales-oriented mindset and strong administrative competencies cultivated across various esteemed organizations. Demonstrated proficiency in customer service excellence and effective conflict resolution. Drawing from extensive hands-on experience within the corporate travel industry, dedicated to providing superior service and unwavering support. Commitment to fostering enduring customer satisfaction is complemented by a thorough understanding of customer service best practices and a knack for tailoring solutions to meet diverse needs.
Overview
5
5
years of professional experience
1
1
Certification
Work History
PROJECT MANAGER
Global Tourisme
05.2023 - 02.2024
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Built strong relationships with clients through exceptional communication and personalized service.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Stayed up-to-date on current trends, destinations, and supplier offerings to provide the most relevant advice to clients.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
SR. HOUSING COORDINATOR
Showcare Event Solutions
02.2022 - 05.2023
- Improved group housing coordination by streamlining reservation processes and ensuring accurate guest information.
- Enhanced customer satisfaction with efficient communication and prompt resolution of housing-related issues.
- Managed room blocks for large events, ensuring timely allocations and meeting clients'' specific needs.
- Developed strong relationships with clients, leading to repeat business and positive word-of-mouth referrals.
- Maintained detailed records of room assignments and special requests, reducing errors and enhancing overall efficiency.
- Trained new Group Housing Coordinators in best practices, improving team performance and consistency across all coordinators.
- Monitored inventory levels of rooms available for group bookings, proactively adjusting allocations as needed to maximize revenue opportunities.
- Analyzed historical data on group bookings trends to forecast future demand accurately, enabling management to make informed decisions about pricing strategies and marketing efforts targeting specific segments.
- Evaluated client feedback following events through surveys or direct communication methods; identified areas needing improvement or adjustment based on responses received from guests or organizers alike-thereby refining service offerings accordingly over
- Prepared detailed post-event reports highlighting successes and areas for improvement, providing valuable insights for future group housing efforts.
- Facilitated pre-event planning meetings with clients to discuss specific requirements, timelines, and budgets, ensuring all parties were aligned on expectations.
- Coordinated with event planners to ensure seamless integration of housing needs within overall event program, resulting in positive guest experience during their stay.
- Reviewed documentation and input data into computer system to complete eligibility process.
CENTRAL SUPPORT TEAM LEAD
Life House
03.2021 - 02.2022
- Enhanced customer satisfaction by implementing effective support strategies and streamlining processes.
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
- Coached team members on best practices in customer service, leading to consistently positive customer reviews and ratings.
- Spearheaded adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
FRONT DESK AGENT
Hotel Chateau Laurier
07.2019 - 03.2020
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Education
Diploma - DEC - Tourism
College Merici
Québec, QC06.2021
Diploma - Restaurant Management
Universidad Anahuac
Mexico City07.2017
Skills
- Exceptional Communication
- Interpersonal Skills
- Active Listening
- Adaptability
- Problem-Solving
- Time Management
- Conflict Resolution
- Teamwork and Collaboration
- CRM Software Proficiency
- Multi-Channel Communication Platforms
- Data Analysis Tools
- Travel industry experience
- Travel Itineraries
- Customer Service
Certification
- The Art of Sales: Mastering the Selling Process, Northwestern University (Coursera), 2020
- Client Plus Formation, College Merici, 2018
- Office de la protection du consommateur, 2023
Volunteer Experience
- Québec Winter Carnival - Assisted in organizing and running various events during the annual winter carnival
- Collège Mérici Green Committee - Contributed to promoting and implementing sustainable practices on campus as part of the college's Green committee
- German Christmas Market in Québec City - Participated in organizing and setting up the annual German Christmas Market in Québec City
- Bienvenue Quebec - Volunteered as a guide and provided information to tourists visiting Québec City through Bienvenue Quebec
- Marathon Beneva Quebec - Helped with the organization and coordination of the Marathon Beneva Quebec, ensuring the smooth running of the event
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Native or Bilingual
Timeline
PROJECT MANAGER
Global Tourisme
05.2023 - 02.2024
SR. HOUSING COORDINATOR
Showcare Event Solutions
02.2022 - 05.2023
CENTRAL SUPPORT TEAM LEAD
Life House
03.2021 - 02.2022
FRONT DESK AGENT
Hotel Chateau Laurier
07.2019 - 03.2020
Diploma - DEC - Tourism
College Merici
Diploma - Restaurant Management
Universidad Anahuac
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