Open to opportunities

Martina Peralta

@martinaperalta

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Multilingual Credit & Collections and Customer Service specialist focused on resolution.

Portugal

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What I'm looking for

I’m looking for a role combining credit collections, dispute resolution, and multilingual customer support—where I can improve processes, reduce blocked deliveries, and collaborate closely with internal stakeholders to deliver fast, accurate outcomes.

I’m a versatile, multilingual professional with solid experience across credit & collections, customer service, tourism, and administrative support. I focus on turning billing and delivery issues into clear outcomes through accurate payment handling, dispute resolution, and responsive stakeholder follow-up.

In my current Credit & Collections role, I collect receivables and ensure precise payment allocation, while managing disputes and root causes. I also perform credit risk assessment, review blocked deliveries, and support reporting and process improvement initiatives aligned with company policies.

Before that, I built strong client-facing expertise as an Italian & Spanish Customer Service Representative and in hotel operations as a receptionist and reservations agent. I worked with systems and workflows such as Opera PMS, WINHOTEL, and channel management tools, delivering reliable reservation management and complaint handling with professionalism across multiple languages.

Experience

Work history, roles, and key accomplishments

Hotel Receptionist & Opera

La Suite West Hotel

Jan 2013 - Jan 2015 (2 years)

Handled hotel check-in and check-out, welcomed guests, and processed foreign exchange transactions. Took reservations by phone and walk-in and recorded bookings in OPERA PMS (including loyalty program enrollment).

Hotel Reception Opera PMS Reservation Management Check Out Loyalty Programs Foreign Exchange Customer Support

Cashier & Customer Service

Pret A Manger

Jan 2015 - Present (11 years 4 months)

Provided excellent customer service by greeting customers and supporting day-to-day counter operations. Performed cashier duties, processed payments, and handled customer complaints professionally.

Customer Service Cash Handling Payment Processing Complaint Handling Retail Operations Multilingual Communication Teamwork Sales Support

Charges & Complaints Reviewer

Booking.com

Managed customer complaints and reviewed charges to support timely issue resolution. Handled reservations and mediated between partners and end customers to reduce friction and improve outcomes.

Complaint Management Reservation Management Customer Service Médiation Multilingual Support Documentation

GBS Credit & Collections

Adidas Business Service

Collected receivables and ensured accurate payment allocation for Italian-speaking support. Resolved disputes with internal stakeholders, performed credit risk reviews for blocked deliveries, and contributed to process-improvement reporting.

Accounts Receivable Credit Collections Dispute Resolution Credit Risk Assessment Customer Relationship Management Root Cause Analysis Process Improvement Stakeholder Management Reporting

Education

Degrees, certifications, and relevant coursework

Università degli Studi di Genova

Bachelor's Degree, Geographical Sciences for the Territory, Environment and Tourism

2008 - 2012

Bachelor's Degree in Geographical Sciences for the Territory, Environment and Tourism from Università degli Studi di Genova.

Pontificia Universidad Católica de Valparaíso

Study program, Spanish language, Geographical subjects and Tourism

2016 -

Completed study focused on Spanish language along with geographical subjects and tourism.

CINDA (International Student Exchange Program)

International Student Exchange Program, International Student Exchange

2018 -

Participated in an International Student Exchange Program (CINDA) in Spain.

Universidade Federal de Minas Gerais (UFMG)

CELPE-Bras Certificate of Proficiency in Portuguese, Portuguese language

2013 -

Earned the CELPE-Bras Certificate of Proficiency in Portuguese.

Reception Academy

Reception training program, Hotel Reception & Front Desk Operations

2015 -

Activities and societies: Practical use of Opera PMS (incl. version 5.0), hotel procedure/brand standards, working with channel manager (DINGUS), and loyalty program enrollment.

Trained in practical hotel reception, including customer complaint handling and hotel software/operations.