Corinne Roeland
Pireaus
Profil professionnel
Oriented hospitality and tourism professional with over 20 years of experience, supported by a strong commercial background and a proven ability to quickly learn and adapt to new environments. Equally effective working independently or as part of a team, with excellent organizational, leadership, and interpersonal skills. Multilingual, fluent in French, English, and Spanish, I am seeking a customer-focused role where I can leverage my language skills and extensive experience in delivering outstanding customer service.
Vue d'ensemble
2
2
years of post-secondary education
36
36
years of professional experience
Expérience
Customer Service
Teleperformance
Athens- Greece
2026.07 - Current
- Achieved and exceeded key performance indicators (KPIs), including customer satisfaction, quality, response time, and first-call resolution.
- Managed inbound customer calls, emails, and live chat inquiries to enhance customer experience and satisfaction.
- Resolved customer complaints to improve customer retention and loyalty.
- Provided accurate information about products, services, policies, and procedures.
- Assisted customers with orders, account management, billing inquiries, and technical issues.
- Processed orders, refunds, cancellations, and service requests to ensure compliance with company procedures and maintain service quality.
- Updated and maintained accurate customer records using CRM systems.
- Directed complex cases to relevant departments.
Reservations Manager
Bravahoteles
San Feliu De Guixols-Spain
2025.10 - 2026.06
- Managed team by setting performance objectives and conducting evaluations to align goals with business needs.
- Monitoring key performance indicators (KPIs) and implementing action plans to improve business results.
- Trained and coached employees in customer relations and sales techniques, introducing new working methods to improve service delivery.
- Recruited, onboarded, and trained staff to enhance team capability and service quality.
Riad Owner - Manager
Le Khan Mogador
Essaouira - Morocco
2019.06 - 2024.05
- Developed and implemented marketing strategies that increased revenue through targeted outreach.
- Built and maintained partnerships with travel agencies, transport providers, and tour guides to enhance riad's reputation and market presence.
- Monitored monthly and annual sales targets to identify areas for team performance enhancement.
- Handling guest complaints and resolving customer disputes to ensure high levels of guest satisfaction.
- Recruiting, training, and supervising staff to deliver outstanding customer service.
- Ensuring strict compliance with health, safety, and environmental standards throughout the riad.
- Close collaboration with architects, contractors, and other professionals involved in the construction process.
- Regular monitoring of construction progress (2019–2022).
- Oversaw inventory levels to maintain optimal stock for sales. and coordinating product replenishment.
Private Secretary
Unicommspro sarl
France and Spain
2010.01 - 2019.06
- Managed executive calendars, including business trips, meetings, and appointments.
- Organized and coordinated appointments, meetings, and conferences for management and staff.
- Liaised with clients, suppliers, and business partners to ensure effective communication and collaboration.
- Provided logistical support for business travel, including hotel and flight bookings.
- Processed supplier invoices and recorded bank transactions to support financial operations and maintain accurate records.
Import and Export Coordinator
Marcel Bauer- Chais de France
Strasbourg-France
2005.09 - 2010.12
- Coordinated import and export operations, ensuring compliance with international trade regulations and customs procedures.
- Prepared and processed export documentation, including commercial invoices, packing lists, certificates of origin, and shipping documents.
- Liaised with suppliers, customers, freight forwarders, customs brokers, and transport companies to ensure the timely delivery of goods.
- Monitored shipments and resolved transportation or customs-related issues to minimize delays.
- Managed customer orders from order entry through delivery and invoicing.
- Maintained accurate records of import/export transactions and updated company databases.
- Coordinated with warehouses and logistics providers to ensure efficient stock movement and inventory control.
- Prepared quotations, purchase orders, and sales documentation.
- Assisted the sales team by providing administrative and commercial support.
- Processed supplier invoices and monitored payments in collaboration with the accounting department.
- Ensured compliance with company policies, international shipping regulations, and quality standards.
- Built and maintained strong relationships with international clients and business partners through effective communication and customer service.
Call Center Team
TeleAtlas
Heerlen-Netherlands
2003.04 - 2005.06
- Provided multilingual customer support via phone and email for GPS navigation and digital mapping products.
- Assisted customers with map updates, software installation, product activation, and troubleshooting.
- Responded to technical and non-technical inquiries while ensuring a high level of customer satisfaction.
- Diagnosed and resolved product issues or escalated complex cases to the appropriate technical support teams.
- Processed customer requests, warranty claims, and service inquiries in accordance with company procedures.
- Maintained accurate customer records and documented all interactions using CRM systems.
- Worked closely with technical and quality assurance teams to improve service delivery.
- Achieved key performance indicators (KPIs) related to quality, productivity, and customer satisfaction.
- Ensured compliance with company policies, data protection regulations, and service standards.
Reservations Supervisor
Conrad Hotel
Brussels
2001.04 - 2003.04
- Supervised the daily operations of the Reservations Department, ensuring efficient workflow and exceptional customer service.
- Led, trained, and motivated the reservations team to achieve departmental objectives and maintain Hilton brand standards.
- Managed room inventory, availability, and rate controls to maximize occupancy and revenue.
- Coordinated closely with the Front Office, Sales, Revenue Management, Housekeeping, and Accounting departments to ensure seamless guest service.
- Handled VIP, corporate, group, and special reservations, ensuring all guest requirements were met.
- Monitored reservation accuracy, booking trends, and key performance indicators to optimize productivity and revenue.
- Assisted with forecasting occupancy levels and implementing yield management strategies.
- Resolved complex guest inquiries, complaints, and reservation issues promptly and professionally.
Call Center Team Lead
Hilton Reservation Worldwide(HRW)
Brussels
1999.04 - 2001.04
- Handled inbound calls from customers worldwide regarding hotel reservations, modifications, cancellations, and general inquiries.
- Assisted guests in selecting the most suitable Hilton property based on their travel needs and preferences.
- Promoted Hilton Honors membership and informed guests about loyalty program benefits and exclusive offers.
- Maximized revenue by upselling room categories, packages, and hotel services.
- Processed reservations accurately using Hilton's reservation systems while ensuring compliance with company standards.
- Provided detailed information about hotel facilities, rates, promotions, and destination services.
- Resolved customer concerns and complaints professionally, ensuring a high level of guest satisfaction.
- Maintained accurate customer records and updated reservation details in the system.
Receptionist, Reservations
Luxury Hotels, Hilton...
Belgium-France
1990.08 - 1999.04
- Maintained and updated the reservation schedule to ensure optimal occupancy rates.
- Managed reservations by phone, email, and in person.
- Coordinated effectively with other hotel departments, including Food & Beverage and Spa, to ensure seamless guest service.
- Coordinated taxi bookings for guests to enhance their overall experience. upon guest request.
- Provided guests with information on local attractions, museums, cultural events, sightseeing, and tourist activities.
- Managed incoming calls to assist guests with inquiries., took messages, transferred calls, and responded promptly to guest inquiries.
- Processed guest check-ins and check-outs using Opera PMS and HotelRunner.
- Resolved guest complaints promptly and escalated issues to management for effective resolution.
- Resolved guest issues promptly and efficiently to ensure high levels of customer satisfaction.
- Processed guest payments and prepared invoices to ensure accurate financial records.
- Distributed brochures and promotional materials tailored to guests' interests and information needs.
Formation
BTS (advanced technician's certificate) - Tourism
Gatti de Gamond
Bruxelles 1985.09 - 1987.06
Compétences
- Business Strategy
- Excellent Interpersonal and Communication Skills
- Task Planning and Organization
- Results-Driven and Challenge-Oriented
- Property Management Systems (PMS) and Online Travel Agencies (OTAs)
- Conflict Resolution and Complaint Management
- Recruitment and Staff Selection
- Leadership
- Team Coordination
- Strategic Planning and Development
Informations complémentaires
- Cuisine
- Écologie
- Lecture
- Voyages : Europe, Asie, Amérique, le Maroc.
Personnalisé
5,5,6
Language
French
Proficient
C2
English
Upper-intermediate
B2
Spanish
Advanced
C1
Chronologie
Customer Service
Teleperformance
2026.07 - Current
Reservations Manager
Bravahoteles
2025.10 - 2026.06
Riad Owner - Manager
Le Khan Mogador
2019.06 - 2024.05
Private Secretary
Unicommspro sarl
2010.01 - 2019.06
Import and Export Coordinator
Marcel Bauer- Chais de France
2005.09 - 2010.12
Call Center Team
TeleAtlas
2003.04 - 2005.06
Reservations Supervisor
Conrad Hotel
2001.04 - 2003.04
Call Center Team Lead
Hilton Reservation Worldwide(HRW)
1999.04 - 2001.04
Receptionist, Reservations
Luxury Hotels, Hilton...
1990.08 - 1999.04
BTS (advanced technician's certificate) - Tourism
Gatti de Gamond
1985.09 - 1987.06