Alessandra Calcagno

Results-driven professional with 20+ years of experience in Customer Experience, including leadership roles, across the hospitality, tourism, and BPO sectors, consistently driving revenue growth, operational excellence, customer satisfaction, and team performance. Fluent in four languages; experienced managing operations and quality across multilingual, multi-client in office and remote operations.

Achievements

• Reduced DSAT and Neutral survey scores by 88% from Q1 through year-end by leading daily root cause analysis, trend-tracking, targeted workshops, and proactive coaching - Concentrix.
• Consistently achieved 90%+ quality scores and maintained frequent 100% calibration alignment scores, ranking as a top QA performer - Webhelp and Concentrix.
• Managed Quality Assurance across 3 clients and 4 languages, including leading a pilot QA initiative from inception - Webhelp and Concentrix.
• Preserved the #1 TripAdvisor ranking in a highly competitive industry - SNE Tours.
• Drove hotel to #3 of 142 in Birmingham on TripAdvisor by leading continuous guest satisfaction improvement initiatives. - Staybridge Suites.
• Exceeded budgeted revenue targets in the first four months of the 2015/2016 FY through strong team performance - Ramada Hotel.

Quality Analyst – Customer Support | Concentrix, Lisbon, PT (Remote) Apr 2022 – Present In April 2024, the company formerly known as Webhelp became Concentrix.

• Assessed AI outputs across accuracy, coherence, helpfulness, emotional tone, and compliance, directly supporting model improvement.
• Managed Quality Assurance for 3 clients across 4 industries and 4 languages, including leading a high-visibility QA pilot initiative.
• Reduced DSAT and Neutral survey scores by 88% (Q1 vs. remainder of 2025) through daily root cause analysis, trend identification, and targeted interventions including workshops, audits, and proactive coaching.
• Consistently exceeded quality targets, demonstrating sustained programme effectiveness and rapid deviation response.
• Achieved frequent 100% calibration alignment scores, constantly ranking as a top performer in calibration sessions.
• Delivered measurable advisor performance uplifts resulting in 90%+ quality scores and improved CSAT across all assigned accounts.
• Evaluated multi-channel customer interactions (phone, chat, email, social media) against defined quality frameworks, ensuring compliance and risk reduction.
• Defined, implemented, and tracked action plans to address performance gaps at both individual and team level.
• Proactively adapted to evolving business needs and Client priorities, driving consistent quality, accuracy, and continuous improvement.

Technical Support Advisor – Smart Devices | Webhelp, Lisbon, PT (Remote) Jan 2021 – Apr 2022

• Consistently met and exceeded all client-defined KPIs, maintaining exceptional CSAT and QA scores whilst delivering efficient and accurate resolutions to high volume of enquiries.
• Assisted customers of diverse profiles with pre-sales, general enquiries, and technical troubleshooting across phone, chat, email, and social media channels.
• Promoted to Quality Analyst on this project in recognition of consistently outstanding performance.

Airline Reservations Advisor | Webhelp, Lisbon, PT Aug 2020 – Dec 2020

• Delivered timely customer support to a large volume of contacts via calls and email throughout the high-complexity COVID-19 environment.
• Consistently exceeded all client-defined KPIs.

Lisbon City Manager | SANDEMANs NEW Europe Tours, Lisbon, PT Sep 2017 – Aug 2019

Promoted from Deputy City Manager to City Manager within 3 months. Oversaw full city operations for the world's largest free walking tour company in a rapidly growing and competitive market.

• Managed Partner Relations by securing new business partnerships and strengthening existing ones across 40 hostels, 30+ freelance guides, tourism offices, and restaurants/bars; implemented plans to support partners’ operational objectives and monitored their performance; also represented the organization at events.
• Led HR and operations, covering hiring, onboarding, training, performance assessments, and staff development; managed freelance guide collaboration including information sessions, and contract administration.
• Maintained profit margins consistently above 20% through accurate revenue forecasting, cash management, payroll, and OTA/partner payments.
• Managed social media presence, maintained #1 TripAdvisor ranking, and coordinated cross-partner marketing campaigns and materials.
• Delivered tour performance and sales analysis, as well as competitors’ analysis, to the Regional Director; implemented quarterly strategic forecasts based on market trends.
• Delivered a competitor analysis.
• Managed and optimized daily tour operations across peak and low seasons - Free, Prepaid and Private tours performed in English and Spanish- ensuring ideal group sizes to maximize revenue and customer satisfaction.

Deputy Lisbon City Manager | SANDEMANs NEW Europe Tours, Lisbon, PT Jun 2017 – Sep 2017

• Supported the CM on daily operations while rapidly building expertise in the Lisbon tourism industry.

Guest Service Manager (HOD) | Staybridge Suites (IHG), Birmingham, UK Mar 2016 – Nov 2016

• Led Front Desk operations for a 180-suite upscale apartment property, driving exceptional guest satisfaction while achieving business objectives set by IHG and Interstate Europe.
• Designed and implemented different SOPs, including a real-time issue resolution program which resulted in measurable increases in guest satisfaction beyond target scores.
• Recruited, onboarded, trained and managed employees’ performance through regular feedback and monthly assessments.
• Anticipated seasonal business needs, creating monthly city event calendars and staffing schedules to ensure efficient operations.
• Fostered a 'Yes I Can' service culture through continuous coaching.
• Managed department budget, SOPs - for payments, refunds and cash handling - and optimized departmental spending ensuring stronger financial efficiency.
• Drove revenue growth by aligning with marketing strategy, promoting hotel offerings, and training the team in sales techniques while introducing bonus incentives.
• Managed H&S procedures, including fire evacuation protocols, ensuring compliance and a safe environment for guests and staff.

Reservations & Revenue Executive | Ramada Birmingham City Hotel, UK Sep 2014 – Jan 2016

The franchise hotel was acquired by Valor Hospitality Europe in July 2015.

• Supported the Revenue Manager in maximising hotel revenue through daily pickup analysis, STR Global benchmarking, and yield management strategies.
• Developed and delivered 4-month rolling weekly revenue forecasts.
• Successfully exceeded budgeted revenue targets across the first 4 months of the 2015/2016 FY.
• Managed inventory and distribution channel updates; handled individual, group, corporate, meetings and events reservations.

Reservations Agent | Hotel Indigo Birmingham, Birmingham, UK Apr 2014 – Sep 2014

Promoted from Front Desk to Reservations Agent.

• Supported the Revenue Manager in optimizing hotel occupancy, promoting the different products and services offered, and driving revenue growth through upselling and lead engagement.
• Managed individual, group, and corporate hotel reservations, including arrivals, prepayments, and no-shows.
• Implemented upselling and cross-selling strategies, increasing revenue through room upgrades, premium packages, and F&B offerings.
• Coordinated arrivals, outbookings, and daily operational tasks to ensure smooth guest experiences.
• Prepared and analyzed daily Revenue Pickup and Booking Pace reports to optimize occupancy.
• Analyzed STR Global and internal reporting tools to track performance and inform revenue strategies.

Front Office Assistant | Hotel Indigo Birmingham, Birmingham, UK Jun 2012 – Apr 2014

• Worked as part of the Front Office team to deliver exceptional guest experiences while maintaining operational excellence in a high-volume hotel environment.
• Handled guest enquiries and special requests across multiple channels, delivering timely, personalized, and high-quality service in full alignment with IHG guest care standards.
• Promoted hotel products and services, actively engaging potential guests to drive bookings and enhance revenue.
• Managed reservations and overbooking situations, coordinating with other hotel properties to ensure seamless guest experiences.
• Reported and tracked maintenance issues and delivered updated reports to Housekeeping.
• Tracked and reported maintenance issues, providing timely updates to Housekeeping, ensuring smooth operations and guest satisfaction.
• Trained new team members on SOPs and PRM.
• Regularly monitored Front Office float and cash audits, ensuring accuracy and zero discrepancies in financial reporting.
• Resolved guest complaints promptly and effectively, maintaining positive relationships and enhancing brand trust.
• Acted as first point of contact during emergencies, ensuring guest safety and overseeing adherence to evacuation SOPs.

Front Office Assistant | Hilton Birmingham Metropole, Birmingham, UK Oct 2008 – Jan 2011

• Efficiently assisted guests with check-in and check-out at an 800-room hotel, managing high-volume, fast-paced operations while consistently upholding Hilton standards of service excellence.
• Handled guest enquiries and special requests across multiple channels, delivering timely, personalized, and high-quality service in full alignment with Hilton service standards.
• Promptly and effectively resolved guest complaints, demonstrating strong problem-solving skills while maintaining positive guest relations and reinforcing brand trust.
• Actively promoted hotel products and services, increasing guest engagement and driving additional revenue opportunities.
• Regularly monitored Front Office float and cash audits, ensuring accuracy and zero discrepancies in financial reporting.
• Tracked and reported maintenance issues, providing timely updates to Housekeeping, ensuring smooth operations and guest satisfaction.

PGDip – Marketing Management for Events, Hospitality & Tourism - 2012 – 2013

UCB, Birmingham, UK | First Class Honours achieved

BA (Hons) – Hospitality & Tourism Management - 2007 – 2011

UCB, Birmingham, UK | First Class Honours achieved

Languages:

English: C2 – Proficient

Spanish: C2 – Native

Portuguese: C2 – Proficient

Italian: C2 – Proficient