Eliana P.
Senior Bilingual Customer Service Specialist
Open to offersNew to PlatformAbout
Eliana S. is a seasoned Bilingual Customer Service Specialist with over 15 years of expertise in providing top-tier service across UHNW private residences, 5-star hotel operations, and B2B account management. Proficient in both Spanish and English (C1 Advanced), she excels in client relations, cross-cultural communication, and CRM management. As a Commercial Advisor for Pilot Solution, Eliana managed a pipeline of over 300 international leads, supporting clients throughout the sales cycle. Her role at Gate Gourmet involved coordinating operations for 40 hotels and 5 airlines, addressing client complaints with professionalism. Additionally, she delivered personalized service at a UHNW private estate in Riyadh, authoring operational SOPs and maintaining strict confidentiality. With a foundation in hotel administration and TEFL certification, Eliana is available for remote or on-site bilingual customer service roles.
Experience
Senior Client-Facing Operations Staff — Front-of-House Lead
UHNW Private Residence (Confidential Principal) · 2023 — 2025Provided personalised high-standard service to a UHNW principal and international guests, using English daily across a multi-property estate. Acted as one of the two senior staff with direct access to the principal, focusing on anticipating needs and managing expectations while addressing service issues in real time. Co-authored 30 operational SOPs related to service standards and communication protocols, and onboarded three new team members. Maintained strict confidentiality and adapted communication styles to different cultural contexts.Commercial Advisor — Client Operations & Bilingual CRM
Pilot Solution · 2022 — 2023Oversaw a pipeline of over 300 international leads, ensuring structured follow-up and comprehensive CRM documentation in both English and Spanish. Provided bilingual client support throughout the sales cycle, from initial contact to post-sale care. Kept precise records of client interactions and communication history to maintain service quality. Addressed client queries and resolved objections, escalating complex issues to senior staff as needed.Guest Relations & Operations Coordinator
Gate Gourmet · 2017 — 2020Managed B2B accounts for 40 four-star hotels and five international airlines, serving as the primary contact for daily service delivery and issue resolution. Addressed complaints and service disruptions professionally, identifying causes and implementing corrective actions. Collaborated with internal teams across logistics, catering, and operations to meet service level agreements and quality expectations. Coordinated two corporate events with over 90 attendees each, managing vendor relations and logistics.Freelance English Teacher
Self-Employed · 2012 — 2017Provided personalized one-on-one and small group English lessons to adult professionals, creating customized lesson plans based on TEFL certification and C1 proficiency. Enhanced participants' written and spoken English communication through daily lessons and client interaction.Executive Lounge Hostess & Banquet Service
Hilton Buenos Aires | Sheraton Hotels & Resorts · 2010 — 2012Delivered front-facing service to executive guests and VIP attendees at two prestigious 5-star hotel brands. Addressed guest inquiries, requests, and complaints efficiently in a dynamic environment, ensuring consistent service quality. Managed POS systems, coordinated back-of-house logistics, and supported event planning.
Skills & Expertise
Education
- Professional Event & Wedding PlannerCapacitarte · 2020 — 2020
- Community Manager & Social MediaCETAE · 2018 — 2018
- Higher Technician in Hotel Administration & ManagementInstituto Superior Eccleston
Interested in this professional?
Sign in as an employer to save this profile or invite Eliana P. to a job.
Sign in as an employer