Roxana Copaciu
@roxanacopaciu
Customer service expert with extensive experience in hospitality.
What I'm looking for
As an international host with Royal Caribbean International, I have honed my skills in guest services, focusing on Italian clientele. Managing over 7,000 guests weekly, I excel in providing exceptional customer care on luxury cruise ships. My experience includes utilizing booking software like Hybris and Opera, ensuring seamless operations in a multinational environment.
Previously, I worked with Airbnb, where I provided customer support for the Italian market. My role involved assisting users via phone, chat, and email, addressing inquiries, managing bookings, and processing refunds. My ability to communicate effectively in multiple languages has been crucial in delivering high-quality service.
With a strong emphasis on detail, safety, and protocol, I thrive in fast-paced settings. I am a dedicated team player, committed to achieving targets and enhancing customer satisfaction. My educational background in tourism further complements my professional journey, equipping me with the necessary skills to excel in the hospitality industry.
Experience
Work history, roles, and key accomplishments
Audit
Made to Sell Firenze
Jan 2013 - Present (12 years 11 months)
Conducted quality control audits for franchised companies in Italy, ensuring adherence to service protocols. Focused on staff training and attention to detail.
International Host
Royal Caribbean International
Jan 2021 - Jan 2024 (3 years)
Managed customer care for Italian guests on luxury cruise ships, handling over 7000 people weekly. Utilized Hybris for booking and Opera for operations in a multinational environment.
Customer Care Airbnb
Webhelp
Jan 2020 - Present (5 years 11 months)
Provided customer care for the Italian Airbnb market via phone, chat, and email. Assisted with booking modifications, refunds, and platform usage for Airbnb owners.
Check-in Attendant
Chanclas Hostel
May 2019 - Present (6 years 7 months)
Managed check-ins and check-outs, utilizing various booking platforms to control reservations. Communicated with guests and assisted with various issues in multiple languages.
Education
Degrees, certifications, and relevant coursework
Istituto turistico Aldrovandi Rubbiani
Diploma Tecnico turistico, Tourism
Grade: 82/100
Completed a technical diploma in tourism, focusing on skills relevant to the travel and hospitality industry. Achieved a final grade of 82/100.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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