Customer Service Assistant

MARIA CLARA PAGANELLI

**** * ********** ******, *** 1 ? Middlesboro, KY 40965 ? 865-***-**** ?

**********@*******.***

OBJECTIVE

Seeking a challenging position in a well established company where my

educational background and multicultural skills will have valuable

application.

PROFESSIONAL EXPERIENCE

Coordinator of Events

9/04-12/06

Maring Global Travel Company, S o Paulo - SP, Brazil

. Managed new key accounts which posted growth of 15%.

. Responsible for budgeting, reservations, and scheduling of special

events.

. Planned and executed major healthcare event for 500 oncologists in

Santiago, Chile.

Supervisor - Front Desk

1/03-7/04

Piazza Hotel, Jacare - SP, Brazil

. Conducted customer satisfaction research, monitored market conditions,

and implemented marketing plan changes as needed.

. Created daily reports calculating profitability of guests' expenses

and room updates.

. Responsible for resolving guest complaints, special requests which

resulted in high customer satisfaction scores.

Assistant for European Products

2/02-12/02

CVC Travel Agency, S o Paulo - SP, Brazil

. Participated in the negotiation process of the corporate agreements,

saving the company more than 12% from previously negotiated prices.

. Collaborated with the President and other international managers in

establishing international airline contracts.

. Supervised international operations and customer service during

national and international travel.

. Performed and operated several activities directly with employees of

more than 350 national and international agencies in United States and

Canada.

Ticket Agent Assistant

12/99-12/01

VASP Airline, S o Paulo - SP, Brazil

. Managed a group of 6 employees responsible for national and

international customer services.

. Provided support to travel agencies and passengers for national and

international travel.

STUDENT POSITIONS

Abraham Lincoln Library and Museum, Harrogate - TN

1/08-5/10

Graduate Assistant: Assisted Curator to develop exhibitions about Lincoln's

life inside and outside of the museum and collaborated to the programs

support.

Lincoln Memorial University, Harrogate - TN

8/07-5/10

Resident Director: Managed 3 buildings with 144 students and supervised 2

Residents Assistant.

EDUCATION

Lincoln Memorial University, Harrogate - TN

1/08-5/10 Master of Business

Administration - GPA 3.594

Anhembi Morumbi University, S o Paulo - SP, Brazil

1/99-6/04

Bachelor of Tourism Administration - GPA 3.757

SPECIAL SKILLS

Languages: Multilingual: Portuguese, English, French and Spanish.

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