Open to opportunities

Ioana Novac

@ioananovac

Customer retention and hospitality professional blending loyalty programs, guest reservations, and data-driven analysis to improve experiences.

Romania

Message

What I'm looking for

I’m looking for a role where I can combine customer retention and service mindset with data and campaign execution. I want a supportive team, clear goals, and opportunities to grow into more strategic marketing/retention work.

I bring a mix of customer-facing experience and data-minded execution, built across hospitality, marketing support, and retention work. I’m motivated by helping people feel understood—whether that’s welcoming guests or reactivating customers with the right offer.

In my current retention role, I monitor churn indicators, feedback, and engagement to spot at-risk customers early. I run retention campaigns across email, SMS, and loyalty touchpoints, and support loyalty program setup and optimization (points, tiers, rewards) to drive repeat purchases.

Previously in hotel front office roles, I kept reservations accurate in a fast-paced environment while communicating clearly by phone and email. I’m comfortable with reservation systems such as Opera and Sabre, and I focus on problem-solving and attention to detail to ensure every booking and guest request is handled correctly.

I also developed practical leadership and analytics habits as a shift supervisor and marketing assistant, from onboarding teams and managing inventories to creating and optimizing campaigns. With tools like MS Excel, social media platforms, and basic SEO/SEM knowledge, I enjoy turning information into better decisions and smoother operations.

Experience

Work history, roles, and key accomplishments

Current

Retention Specialist

Current

Orange

Mar 2025 - Present (1 year 1 month)

Monitor customer churn and engagement to identify at-risk customers, then execute retention and reactivation campaigns via email, SMS, and loyalty touchpoints. Support loyalty program setup and optimization, resolve related customer issues, and help create personalized offers to drive repeat purchases.

Customer Retention Email Marketing SMS Loyalty Programs Customer Support Reactivation Campaigns

Reservations Agent

The Washington Mayfair Hotel

Nov 2022 - Oct 2024 (1 year 11 months)

Handled guest reservations and front office communication, ensuring booking accuracy and providing a welcoming guest experience. Used Opera and Sabre reservation systems and resolved guest concerns quickly in a fast-paced environment.

Reservation Management Guest Service Booking Accuracy Opera Sabre Multitasking Problem Solving

Receptionist

The Washington Mayfair Hotel

Mar 2022 - Nov 2022 (8 months)

Provided front desk customer service by handling inquiries and bookings through in-person, phone, and email communication. Managed schedules and reservations, supported cash handling, and coordinated with other departments to keep daily operations running smoothly.

Front Desk Operations Customer Service Scheduling Phone Support Multitasking Cash Handling Record keeping

Shift Supervisor

Caffè Nero

Mar 2019 - Mar 2022 (3 years)

Supervised daily shift operations by motivating the team, coordinating service during busy periods, and ensuring a consistently high level of customer service. Managed inventory, trained new staff, handled cash/POS transactions, and maintained health and safety and cleanliness standards.

Team Leadership Customer Service Inventory Management Staff Training Cash Handling Health and Safety

Marketing Assistant

Arabesque

Nov 2018 - Feb 2019 (3 months)

Assisted with planning and executing marketing campaigns across social media and email, creating and editing content for blogs, emails, and websites. Performed market research and supported campaign optimization through basic data analysis and SEO/SEM research using design tools such as Canva and Adobe Photoshop.

Social Media Management Content Creation Email Marketing Market Research Campaign Analysis SEO SEM Project Coordination Canva Adobe Photoshop

Data Entry Operator

DataMondial

May 2018 - Nov 2018 (6 months)

Entered and updated data accurately in company systems while maintaining organization and confidentiality. Used MS Excel and Word for data management, ensured typing speed and quality, and identified and corrected discrepancies to support reporting needs.

Data Entry Data Quality MS Excel MS Word Data Management Confidentiality Time Management

Secretary

Cad Resources

Sep 2017 - May 2018 (8 months)

Provided administrative support by managing schedules, appointments, and office tasks while handling calls and emails. Maintained filing and record-keeping, supported document management, and coordinated meetings and travel arrangements with strong attention to discretion and organization.

Scheduling Administrative Support Record keeping Document Management Event Coordination Multitasking MS Office