Anita Laso

Experienced professional with 8+ years in customer experience, operations, and service delivery, managing high-volume multilingual interactions, resolving complex issues, and delivering consistent, high-quality service in fast-paced environments across the aviation, travel, and hospitality industries, with international exposure across North America, Europe, Asia, and South America. Expertise in quality assurance, performance analysis, and process improvement, including coaching, training, and identifying operational inefficiencies to enhance service consistency and team performance. Experienced in supporting cross-functional teams and contributing to continuous improvement initiatives that drive efficiency and customer satisfaction.

Key strengths include effective communication, customer service, problem-solving, analytical skills, teamwork and results oriented. Fluency in English, Spanish, and French and Portuguese as native speaker. Advanced in Microsoft Office.

Customer Service Specialist at International Air Transport Association (IATA) (2019 – Present)

• Manage customer inquiries across English, Spanish, Portuguese, and French by providing solution-oriented support for contracted products and services, ensuring timely resolution and high responsiveness in a high-volume environment
• Resolve complex service issues through root-cause analysis and adherence to service standards, reducing recurrence of issues and improving resolution efficiency
• Deliver country-level workshops to regional managers and stakeholders by facilitating structured knowledge-sharing sessions, improving alignment and consistency across regions
• Contribute to process improvement initiatives by identifying inefficiencies and recommending enhancements, streamlining operations and increasing efficiency
• Support quality monitoring and team coaching through performance evaluations and targeted feedback, improving team performance and service consistency
• Provide differentiated service to key clients, including travel agencies and airlines by tailoring support to client needs, strengthening client relationships and supporting retention

Quality Assurance Specialist at TTEC Canada (client: Booking com)

• Monitored and evaluated customer service interactions by applying QA frameworks and compliance guidelines across multiple channels, improving service accuracy and consistency
• Delivered performance feedback, coaching, and targeted training through structured evaluations and one-on-one sessions, increasing agent performance and QA scores
• Conducted quality assurance in English, French, Portuguese, and Spanish by reviewing multilingual interactions and adapting evaluation criteria, enhancing communication effectiveness across diverse customer segments
• Identified performance trends and improvement opportunities through data analysis and quality reporting, driving process optimization and improving operational efficiency

Private Spanish & English Teacher at Cirque du Soleil

• Delivered private Spanish and English instruction to adult and child performers from diverse international backgrounds, improving language proficiency and on-stage/off-stage communication
• Customized lesson plans to individual learning needs, supporting effective language development for daily interactions and professional performance contexts
• Adapted teaching approaches within a fast-paced, multicultural touring environment, ensuring continuity of learning, flexibility, and sustained engagement

Supervised Teaching Internship (Youth & Adult Education) at Paulo Freire State School & Campos Sales State School

• Completed a supervised teaching internship across elementary, high school, and youth and adult education programs, gaining experience in diverse educational settings and learner profiles
• Supported lesson delivery and classroom activities, adapting content to different age groups and learning levels, improving comprehension and participation
• Assisted in classroom management and student engagement, contributing to inclusive, structured learning environments and overall academic progress

Teacher Assistant (Internship) at Ohana International School

• Completed a 110-hour teaching internship in an international school environment, supporting classroom activities and increasing student engagement
• Assisted in lesson delivery and classroom organization, contributing to a structured, inclusive, and effective learning environment
• Collaborated with educators in a multicultural setting, adapting to diverse teaching approaches and student needs, strengthening cross-cultural communication and teamwork

Teacher Assistant at International School of Curitiba

• Supported lesson planning and classroom organization, creating structured and engaging learning environments that improved student participation
• Delivered individualized support to students, adapting teaching approaches to different learning styles and paces, enhancing comprehension and learning outcomes
• Assisted in classroom management and student engagement, contributing to improved academic progress and a positive learning environment

Receptionist at Hotel Mercure Golden Curitiba

• Managed front desk operations, including check-in/check-out, reservations, and guest inquiries, ensuring efficient service flow and reducing wait times in a high-volume environment
• Provided service to international guests, adapting communication across languages and cultural expectations, increasing guest satisfaction and positive service feedback
• Coordinated and supported internal events, managing scheduling, logistics, and on-site execution, ensuring seamless delivery and attendee satisfaction
• Resolved guest requests and issues promptly, improving service efficiency and strengthening overall guest experience

Waitress at Costa Crociere

• Delivered high-quality food and beverage service to an international passenger base across Brazil, Morocco, and Europe, contributing to guest satisfaction
• Provided customer service in a fast-paced, multicultural setting, adapting communication to diverse languages and cultural expectations, enhancing overall guest experience
• Managed multiple tables and service priorities simultaneously, ensuring efficiency, accuracy, and timely service during high-volume operations

Bilingual Attendant (English–Portuguese) at GlobalWeb by Grupo TBA

• Provided real-time interpretation between international clients and Portuguese-speaking technical teams, ensuring clear and accurate communication in service and technology environments
• Translated formal and informal documentation, including service requests and technical information, maintaining accuracy and context across languages
• Facilitated communication between cross-functional teams, supporting efficient issue resolution and service delivery

English Teacher at CNA Language School | EI Language School | Wizard by Pearson

• Delivered English instruction to Portuguese-speaking students (children and adults), improving language proficiency and communication confidence across diverse age groups
• Facilitated classes for both small and large groups, adapting teaching methods to different learning styles and increasing student engagement and retention
• Taught students from beginner to advanced levels, ensuring consistent progression in speaking, listening, reading, and writing skills

Licentiate Degree in Literature and Languages – Anhembi Morumbi University (2016-12)

CELTA – Certificate in Teaching English to Speakers of Other Languages in English Language Teaching – International House Guadalajara (2015-08)

DELE – Diploma of Spanish as a Foreign Language in Spanish Language – Pontificia Universidad Católica del Perú (2014-10)