Nestor Cuerda Quilez

Handled travel needs for VIP clients of American Express GBT, including McKinsey & Company, tailoring plans to high-profile requirements and standards. Managed last-minute changes and emergencies while ensuring confidentiality and discretion.

Booked business travel components including air/rail/ferry, hotels, cars, and related services, managing fare notes and re-bookings via chat, phone, and email. Provided policy-based travel consultation, supported groups (+9 pax), and processed travel-related actions such as invoices, refunds, and cancellations.

Conducted English and Spanish training sessions on Amadeus travel agent GDS skills, internal processes, and team building exercises. Created and maintained learning materials and KMS training portal content, and presented training outcomes to upper management.

Handled complex refund escalations and performed quality monitoring of outsourced refund processes. Managed GDS refunds and BSP-related refund work, including fare conditions, penalties, and tax refund cases.

Worked across multiple departments as needed, including ticketing where issuing and reissuing escalated tickets was a core responsibility. Also supported the low-cost airline area by issuing and amending bookings and handled customer service via inbound calls and email.

Returned to a B2B travel agent role within Viajes Iberia’s corporate travel department. Supported corporate travel arrangements on behalf of Viajes Iberia Business.

Performed outbound telesales focusing on home insurance. Supported sales activities through telephone-based customer outreach.

Worked as a telephone operator selling and issuing passenger tickets via sea for travel around the Balearic Islands. Conducted customer-facing sales and ticketing support by phone.

Performed commercial sales to the public, specifying telephone and internet products. Managed sales activities related to consumer communications services.

Completed a Higher Degree (FPII) program focused on Travel Agencies from 2007 to 2008.

Completed studies leading to a Bachelor of Social-Humanities between 2005 and 2007.

Completed a course of self-employment through the Private Foundation for the promotion CP'AC in 2005.

Completed secondary education (ESO) at Escola Bergantí de El Masnou from 2001 to 2004.