Velency Pires

DYNAMIC AND CUSTOMER-ORIENTED FRONT OFFICE & HOSPITALITY PROFESSIONAL WITH OVER 7 YEARS OF PROGRESSIVE EXPERIENCE ACROSS TOP-TIER GAMING, LUXURY RESORT, AND INTERNATIONAL CUSTOMER SERVICE ENVIRONMENTS. PROVEN TRACK RECORD IN GUEST RELATIONS, HIGH-VOLUME INQUIRY MANAGEMENT, TEAM LEADERSHIP, AND FRONT-OFFICE ADMINISTRATION. SKILLED AT DELIVERING EXCEPTIONAL SERVICE STANDARDS, DRIVING CLIENT SATISFACTION, AND MAINTAINING STRICT OPERATIONAL CONFIDENTIALITY IN FAST-PACED SETTINGS.

SALES & CALL CENTER EXECUTIVE - Bellagio colombo limited (international)

(2025-12)

• Managed high-volume inbound and outbound customer inquiries regarding gaming packages, loyalty programs, and promotional marketing campaigns.
• Provided seamless communication and assistance to vip clients, enhancing retention and brand loyalty.

SENIOR ASSOCIATE - Cadillac Diamod / Deltin Royale

(2022-10 - 2024-11)

Delivered premium guest experiences for one of Goa's premier offshore gaming destinations.

• Managed reservation confirmations, guest registration, and coordinated with cross-functional teams to resolve client requests efficiently.
• Ensured high levels of customer satisfaction and implemented streamlined administrative protocols.

TEAM LEADER - Sai spa and saloon pvt limited UAE - UAE

(2018-07 - 2020-03)

• Led day-to-day front desk operations, supervised support staff, and maintained appointment schedules in an international setting.
• Ensured high levels of customer satisfaction and implemented streamlined administrative protocols.

TRAVEL OPERATIONS EXECUTIVE - TRAVEL CORPORATION INDIA INNOVATION LTD

(2017-10 - 2018-02)

• COORDINATED TRAVEL ITINERARIES, BOOKINGS, AND LOGISTICAL ARRANGEMENTS FOR CLIENTS WITH STRONG ATTENTION TO ACCURACY AND TIMELINES.

FRONT OFFICE ASSOCIATE - Sai spa and saloon pvt limited UAE - UAE

(2017-10 - 2018-02)

• Provided 5-star hospitality front desk management, coordinating through team to resolve requests efficiently from check-in /out

Commercial Garment Designing and Making (CGDM) - St. Theresa's Higher Secondary School (2012 - 2014)