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Luisa Malheiro

@luisamalheiro

Customer Support Specialist at Accor Group who resolved customer issues across email, phone, live chat, and social media.

Portugal

Message

At Accor Group, I answered customer enquiries across email, phone, live chat, and social media. I investigated issues, handled requests and refunds, and kept customers informed through resolution.

I also updated customer records, followed company policies, and escalated complex cases to other departments.

At Novotel Canary Warfh, I led daily hotel operations and supported team members through training and operational guidance. I coordinated staff schedules and front desk operations while resolving guest complaints.

Earlier at Novotel Canary Warfh, I worked as a Receptionist, handling calls, reservations, and guest enquiries while supporting daily administrative tasks.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Accor Group

Oct 2022 - Jun 2026 (3 years 8 months)

Answered customer enquiries via email, phone, live chat, and social media, resolving issues and escalating complex cases. Processed requests, orders, refunds, and account changes while maintaining accurate records and meeting response-time and satisfaction targets.

Customer Support Written Communication Problem Solving Investigation Policy Compliance Data Entry Documentation Review Microsoft Office Google Workspace

Guest Relations / Hotel Team Leader

Novotel Canary Wharf

Sep 2020 - Sep 2022 (2 years)

Led daily hotel operations, ensuring exceptional guest service and smooth front office performance. Supervised and supported team members through training, leadership, and operational guidance, and managed staff scheduling and shift coordination.

Leadership Team Management Guest Relations Customer Satisfaction Staff Scheduling Front Office Operations Training Operational Guidance Communication Skills Collaboration

Receptionist

Novotel Canary Wharf

Aug 2017 - Aug 2020 (3 years)

Delivered professional customer service to hotel guests and visitors, managing incoming calls, reservations, and guest enquiries efficiently. Maintained a clean, organised, and welcoming reception environment and supported daily administrative tasks.

Customer Service Reception Reservations Communication Skills Administrative Support Organization