Lucia Renzulli

Served as the primary point of contact for clients, travel agents, and partners, handling reservations, itinerary changes, and service confirmations. Coordinated with hotels, transport providers, and tour guides to resolve customer issues promptly and maintain high satisfaction.

Led Italian and Spanish teams by coaching agents to align with client KPIs and improve performance. Delivered international customer service by resolving escalations and strengthening long-term client relationships.

Resolved customer inquiries with empathy and problem-solving to enhance satisfaction rates. Achieved rapid resolution times, improving overall service performance while supporting L2-level requests.

Provided food and beverage service in an Italian restaurant on the Tenerife coast, primarily supporting international tourists. Focused on efficient guest support during busy service periods to ensure a positive customer experience.

Hosted breakfast service at an all-inclusive hotel, supporting daily guest needs with friendly, efficient hospitality. Assisted with guest engagement and service flow to maintain smooth operations.

Managed check-in and check-out and provided comprehensive guest assistance and trip planning during peak summer periods. Upsold holiday packages to small businesses and improved guest experience through onsite support.

Planned phone agent schedules to maximize workforce performance and monitored operational performance across the business unit. Conducted reporting and data analysis to support quality control for in-house and outsourced teams.

Achieved strong debt recovery results through inbound and outbound collection activities. Improved departmental efficiency by developing debt collection processes and strengthened fraud-prevention measures to protect company assets.

Handled customer and supplier accounting to ensure accurate financial records. Managed billing processes and stock inventory administration.

Facilitated international Forex market meetings for strategic partnerships. Supported coordination efforts for cross-border business engagement.

Completed a High School Diploma program in Accounting and foreign languages at ITC Bronzini Cassinis in Milan from 1993 to 1998.