Vanessa Maseda

Customer oriented professional in large companies with 10+ years of experience. Strong focus on telephone customer service and supporting end-to-end all back office tasks, such as invoicing, data entry, financial compliance and procedures, and fixing any client billing issues. Technical understanding of booking tools, CRM and other customer service software solutions. Strong communication skills, organized and detail-oriented to offer a great customer experience.

I seek challenging opportunities to use my skills and motivation ability in the best possible way and contribute positively to the growth of the company goals in an environment that encourages innovative thinking and career development.

Back office Expert | eDreams ODIGEO | Oct 2014 - Feb 2020 Barcelona

• Supporting end-to-end all back office tasks and responsibilities.
• Identifying and resolving invoicing errors to ensure proper billing.
• Process account corrections, balance transfer and transactions together with other departments and also provide support for the financial closing.
• Operational tasks including service cancellations, refunds, cash out, etc.
• Handling a high volume email inbox (Eptica|Genesys)

• High volume of B2C Inbound calls (English/Spanish-speaking clients).
• Flight booking, suggesting alternative products, answering inquiries and resolve problems (changes, cancellations, refunds, etc.) and ensuring customer satisfaction.
• Processing orders and transactions.

• Working on international projects.
• Analysing web app, or software product performances and documenting.
• Collaboration between departments, reporting bugs and suggesting improvements to ensure the quality assurance system.

• Customer service by phone, email and fax
• B2B & B2C Inbound calls in a high-volume environment (Spanish Market).
• Pricing and availability.
• Processing orders and transactions.
• Shore excursion reservations and special on board service requests.
• Accommodation, transfer service and other Special Requests

• Master in Tourism Management, Escola Universitària Mediterrani (UdG) 2010 - 2011
• Bachelor’s Degree in Tourism, Escola Universitària Mediterrani (UdG) 2007 - 2010
• DaF B2 Certificate, Hartnackschule Berlin 2005 - 2007
• Superior Grade formative course on plastic arts and design illustration, Groc Escola d'Arts Plàstiques i Disseny 2002 - 2005