Irene A.
Senior Customer Support Specialist
Open to offersNew to PlatformAbout
Irene A. is a seasoned Customer Support Specialist and Virtual Assistant with over a decade of hands-on experience in the hospitality industry, including senior customer support and operations roles at Crowne Plaza Abu Dhabi and Holiday Inn Downtown Abu Dhabi. She manages high volumes of guest inquiries and booking operations, expertly utilizing CRM systems such as Zendesk and HubSpot, and resolving complex customer complaints across phone, email, and online platforms. Irene’s background spans front desk, guest relations, and personal assistant duties, consistently ensuring accurate reservation management and high customer satisfaction in fast-paced, client-facing environments. With a diploma in Hospitality Studies and deep familiarity with booking systems and multichannel communication, she supports administrative tasks and remote work with proven efficiency and reliability.
Experience
Cluster Reservations Executive
Crowne Plaza Abu Dhabi & Holiday Inn Downtown Abu Dhabi · 2023 — PresentManage a high volume of customer inquiries across various channels, including phone and email. Oversee the entire reservation process, ensuring accurate changes and cancellations. Address booking issues, complaints, and special requests with professionalism. Collaborate with revenue and operations teams to maintain accurate pricing and system data. Train team members on customer service best practices and procedures to uphold service quality.Cluster Reservations Executive
Crowne Plaza Abu Dhabi & Holiday Inn Downtown Abu Dhabi · 2017 — 2023Respond to inbound inquiries and booking requests through phone, email, and online platforms. Ensure accuracy while managing reservations across different systems. Handle customer complaints and booking issues with empathy and effective solutions. Work with internal teams to resolve challenges and facilitate a smooth customer experience. Train new employees on communication, systems, and service standards, while supporting pricing updates in collaboration with the revenue team.Front Desk Guest Relations
Royal Rose Hotel, Abu Dhabi · 2015 — 2017Provided front-desk services and guest support. Managed customer check-ins and bookings while facilitating effective communication. Maintained service standards to ensure high levels of customer satisfaction. Fostered strong relationships with clients and repeat guests.Personal Assistant
E+L Foundation, Nairobi · 2012 — 2014Supported administrative functions and customer-facing tasks.Receptionist
Clarion Hotel, Nairobi · 2009 — 2012Handled front-desk responsibilities, including customer communication and bookings while ensuring high service standards.
Skills & Expertise
Education
- Diploma in Hospitality StudiesRegional Centre for Tourism & Foreign Languages · 2007 — 2008
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