Open to opportunities

Raquel Helena Tuluco

@raquelhelenatuluco

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Senior guest service professional blending operations, conflict resolution, and analytics.

Portugal

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What I'm looking for

I’m looking for a role where I can own customer experience and daily operations—using conflict resolution, training, and analytics to improve service quality, reduce complaints, and help teams deliver consistent, positive outcomes.

I’m a results-oriented, analytical guest service professional focused on generating a positive and sustainable impact for the organization. I bring critical thinking, strong attention to detail, and a practical problem-solving mindset to every interaction.

In my Senior Guest Service Agent role with MSC Cruises, I assist guests with requests, clarify doubts, and ensure an excellent onboard experience. I also train new employees in company protocols and customer service standards, while supporting efficient daily operations through strong communication, multitasking, and time management.

Earlier, I strengthened my customer and operations capability as a Call Center Agent at Teleperformance and a Customer Communications Specialist at Marley Spoon. I handled calls, emails, and chats, managed complaints, streamlined billing and payment processes, and analyzed customer feedback to optimize services and improve delivery-related issue resolution.

Before that, I developed end-to-end operational discipline as an Administrative Assistant at B&B Sincerely and as a Receptionist. I managed inventory and supplier coordination, supported unit maintenance and a small team, and handled billing, payment accuracy, and guest requests—always coordinating work to keep operations smooth and dependable.

Experience

Work history, roles, and key accomplishments

Senior Guest Service Agent

MSC Cruises S.A.

May 2022 - Jan 2026 (3 years 8 months)

Assisted guests with requests and resolved doubts to ensure a high-quality onboard experience. Trained new employees on company protocols and customer service standards and handled cash management and complaint referrals.

Guest Service Conflict Resolution Customer Service Training Cash Handling Complaint Management Communication Skills Time Management Multitasking Organizational Skills

Call Center Agent

Teleperformance

Jun 2021 - Mar 2022 (9 months)

Handled calls, emails, and chats related to GALP services, managing complaints and clarifying billing questions. Updated customer records and streamlined payment processes.

Complaint Handling Billing Payment Processes Communication Skills Problem Solving

Call Center Employee

Repsol

Feb 2021 - Jun 2021 (4 months)

Managed fuel distribution operations for small distributors and handled accounts and payment procedures. Maintained accurate call records and updated customer records.

Operations Support Fuel Distribution Coordination Accounts Management Customer Service Problem Solving Data Tracking

Customer Communications Specialist

Marley Spoon

Apr 2020 - Jan 2021 (9 months)

Provided customer service via phone, email, chat, and social media, delivering effective responses. Supported delivery-related issue resolution, managed complaints and refunds, and handled invoice management and customer feedback analysis.

Customer Support Complaint Resolution Invoice Processing Customer Feedback Analysis Problem Solving Social Media Support

Administrative Assistant

B&B Sincerely

Jun 2017 - Dec 2019 (2 years 6 months)

Managed inventory control for receiving, cleaning, and food materials, coordinating with suppliers to avoid stockouts. Oversaw unit maintenance and a small team, handled supplier communication and accurate invoicing/payment management, and managed the unit’s social media presence.

Inventory Control Supplier Coordination Invoicing Payment management Team Leadership Administrative Operations Maintenance Coordination Social Media Management Organizational Skills

Receptionist

Lisbon Central Hostel / Cruz Apartments

Apr 2016 - May 2017 (1 year 1 month)

Supervised daily operations and logistics to ensure operational efficiency. Managed guest requests, coordinated room allocation to maximize occupancy, and handled billing and payment processes with accuracy and financial compliance.

Front Desk Operations Billing Payment Processing Customer Service Attention To Detail

Sales Associate

Tourtickets4less

Mar 2014 - Apr 2015 (1 year 1 month)

Provided customer service by identifying needs and recommending suitable products and tours. Trained new employees in sales techniques and customer service excellence and managed inventory to support timely replenishment and sales optimization.

Customer Service Product And Tour Recommendations Employee Training Inventory Management Sales Support Communication Skills

Receptionist

Brekke Gard Hostel

May 2013 - Sep 2013 (4 months)

Provided customer service and managed guest requests, supporting efficient daily workflows. Handled check-in/check-out procedures and managed incoming mail and documents for effective organization.

Guest Check in Check out Organizational Skills Attention To Detail Communication

Education

Degrees, certifications, and relevant coursework

Escola Superior de Turismo e Hotelaria do Estoril

Post-graduation, Strategic Management of Tourist Destinations

2013 - 2014

Post-graduation in Strategic Management of Tourist Destinations at Escola Superior de Turismo e Hotelaria do Estoril in Estoril, Portugal (Sep 2013–May 2014).

Escola Superior de Educação de Coimbra

Bachelor’s degree, Tourism

2009 - 2013

Bachelor’s degree in Tourism at Escola Superior de Educação de Coimbra in Coimbra, Portugal (Sep 2009–Jun 2013).

Associação de Estudos e Ensino para o Mar / Instituto de Tecnologias Náuticas

STCW 2010 course, STCW 2010

2020 -

Completed STCW 2010 training course with Associação de Estudos e Ensino para o Mar / Instituto de Tecnologias Náuticas in Oeiras, Portugal from January to March 2020.