Open to opportunities

Paula Rozo

@paularozo

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Operations & sales coordinator with 6+ years driving Arctic tourism bookings, logistics, and guest experience.

Zimbabwe

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What I'm looking for

I’m looking for a role where I can lead end-to-end operations and grow sales, using CRM-driven booking workflows, logistics coordination, and fast problem-solving to deliver a seamless, high-satisfaction guest experience.

I’m an Operations & Sales Coordinator with 6+ years across Arctic tourism, logistics, and medical services in 5 countries. I drive sales growth while owning the full end-to-end operational lifecycle—from initial inquiry through booking confirmation and pre-departure briefings—using CRM and synchronized booking workflows to protect availability and guest outcomes.

In high-seasonality environments, I coordinate guides and vehicles for concurrent departures, manage off-season reservations 4–6 months ahead, and run emergency communication protocols that enable same-week rebooking for 90%+ of affected guests. I also bring strong multilingual support, real-time problem-solving, and KPI-focused performance, with prior experience selling tours, managing guest satisfaction, and leading field teams.

Experience

Work history, roles, and key accomplishments

Operations & Sales Coordinator

Arctic Road Trips Oy

Sep 2025 - Mar 2026 (6 months)

Managed the full reservation lifecycle from inbound inquiries to booking confirmation and pre-departure briefings, maintaining a 100% client notification rate. Coordinated logistics for 6+ concurrent Northern Lights departures per day and achieved same-week rebooking for 90%+ of weather-cancelled guests.

Guide And Vehicle Allocation Overbooking Prevention Northern Lights Tour Operations Emergency Weather Protocols Off Season Reservation Planning

Visitor Service Assistant

Chasing Lights

Sep 2024 - Apr 2025 (7 months)

Sold Northern Lights tours and Arctic add-ons while managing CRM data and an online booking platform for 40+ daily reservations. Delivered end-to-end guest support across walk-in, phone, and email channels with an average response time under 1 hour, contributing to a 4.8/5 satisfaction score.

Northern Lights Tour Sales Arctic Add On Upselling CRM Data Management Online Booking Platform Management High Season Operations

Sales Specialist

Wild Nordic

Nov 2023 - Apr 2024 (5 months)

Sold bespoke adventure tours (snowmobile, husky, aurora) to international guests, achieving an average transaction value of €250+. Managed multi-channel bookings and an upsell pipeline using CRM tools.

Bespoke Tour Sales Multi Channel Booking Management CRM Based Upselling Sales Pipeline Management

Front Desk Agent

The Reform Club

May 2023 - Oct 2023 (5 months)

Served as the primary contact for VIP guests at a luxury private members' hotel. Coordinated with sales and events teams to manage weddings and supported full-occupancy weekends during the summer season.

Guest Management Cross functional Coordination Guest Relations High Demand Season Operations

Sales Specialist

Wild Nordic

Nov 2022 - Mar 2023 (4 months)

Acquired new customers and sold Lapland adventure tours, consistently meeting weekly booking quotas. Managed the sales process and follow-ups using booking platforms and CRM tools to maintain client engagement.

Lapland Adventure Tour Sales New Customers CRM Tools Client Engagement

Telesales Executive

DHL Express

May 2022 - Nov 2022 (6 months)

Sold DHL logistics solutions to B2B and B2C clients in Malta, meeting 100%+ of monthly KPIs. Expanded the customer base by qualifying and converting 25+ new clients per month and designed tailored shipping solutions that reduced customers’ logistics costs.

KPIs Lead Qualification Customer Acquisition Tailored Shipping Solutions SME Importer Exporter Targeting

Sales Representative & Case Manager

MCAN Health

Jan 2021 - Jun 2022 (1 year 5 months)

Sold medical and aesthetic tourism packages to Spanish and English-speaking clients while managing 15–20 active cases per day. Managed the full patient journey from consultation through treatment and aftercare, maintaining a 75% retention rate for follow-up procedures.

Medical Tourism Sales Case Management Consultation To Aftercare Workflow Client Retention

Commercial Engineer & Designer

Pavco – Wavin S.A.S

Dec 2015 - Oct 2019 (3 years 10 months)

Promoted and sold PAVCO hydraulic pipe systems to construction firms and civil engineers, managing a B2B portfolio and client relationships through regular site visits. Designed custom piping layouts and provided technical consultation, while leading a field team of 16 workers across concurrent installation and maintenance projects.

B2B Hydraulic Pipe System Sales Construction Sector Account Management Technical Consulting Site Visit Client Support