LUIS MORALES
Mouscron
Summary
Dynamic Customer Service Specialist with 8+ years of experience driving client satisfaction and operational efficiency in travel, hospitality, and logistics sectors. Expertise in empathy-driven communication, problem-solving, and relationship management across multiple channels. Proficient in logistics documentation, compliance, and data-driven sales strategies. Proven abilities in team supervision and high-volume interaction management, eager to enhance customer experiences in a management role at Decathlon.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist-Partner Services B2B
Booking.com
02.2020 - Current
- Provided exceptional customer service by resolving technical issues and managing partner logistics, ensuring accuracy and adherence to guidelines.
- Handled partner bookings, properties, and invoices with precision.
- Advised partners on strategies, tracking market trends and competitor benchmarks available on the extranet to refine pricing, positioning to target new customers.
- Coordinated calendar management, including external OTA bookings.
- Thoroughly documented and escalated software bugs , supported by verifiable proof including screenshots, ensuring timely resolutions and sustained high system quality and performance.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Collaborated with cross-functional teams (security/fraud/Local offices/finance /guest dept teams) to address customer needs and improve service delivery.
- Mentored junior staff on best practices for handling challenging customer interactions.
- Analyzed customer feedback to identify trends, proposing solutions to management for improvement.
- Managed high call volume while maintaining a courteous and professional demeanor ,consistently meeting company KPIs requirements and achieving nearly all performance targets over six years.
- Met customer call guidelines for service levels, handle time and productivity
- Proven ability to deliver outstanding results in remote and hybrid work models, consistently hitting the performance by leveraging strong independent work ethic, time management and self motivation
Customer service
Louis Vuitton
11.2019 - 02.2020
- Boosted customer satisfaction by expertly resolving inquiries and issues.
- Engaged diverse clientele through effective communication and relationship building.
- Enhanced service processes with team collaboration, improving efficiency and response times.
TRACING OFFICE CLERK / IMPORT / EXPORT
LOGISTICA EURO (MLE)
09.2017 - 10.2019
- Handled logistics documentation for import and export, ensuring adherence to customs regulations, and resolving issues with airlines, freight forwarders, and clients.
- Facilitated seamless communication with warehouse operators for efficient logistics operations.
- Managed and solved complex issues related to shipping for international clients.
- Ensured compliance and accuracy in all logistics documentation.
- Supervised a team of 4 warehouse staff responsible for locating misplaced boxes within the airport handling area and conducting weekly inventory counts to ensure accuracy and operational efficiency.
- Maintained organized filing systems, enhancing retrieval speed and accuracy for administrative documents.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Private Spanish Teacher/ Spanish and Italian Translator
Freelancer
09.2017 - 12.2018
- Enhanced student engagement through personalized Spanish lessons and interactive methods.
- Boosted language acquisition by developing tailored lesson plans for diverse learners.
- Improved cross-language communication by executing freelance translation services effectively.
- Created custom learning materials, increasing understanding and retention among students.
- Facilitated exam preparation and conversational skills within Spanish language lessons.
Team supervisor
Barbagallo G&A
04.2017 - 09.2017
- Enhanced operational efficiency by streamlining logistics workflows and protocols.
- Optimized loading and unloading processes to improve overall efficiency.
- Ensured safety standards were upheld through consistent team supervision.
- Boosted logistical capabilities by overseeing truck and tractor operations.
Receptionist /All Rounder
Discovery Hostel
08.2016 - 04.2017
- Boosted international guest satisfaction by assisting with product sales and travel packages.
- Ensured comfortable guest experiences through maintaining high cleanliness and hygiene standards.
- Streamlined service efficiency by collaborating with team members in a dynamic environment.
Education
Diploma - Chemical technical Biologist
IPSIA Varese
Varese, VA08.2011
Skills
- Customer service
- Team Collaboration Active Listening
- Customer relations
- CRM software
- Regulatory compliance
- Dispute resolution
- Customer Service Problem Solving
- Product Knowledge
LANGUAGES
Italian Native speaker
English Highly proficient
Spanish Native speaker
French Very good command
Timeline
Customer Service Specialist-Partner Services B2B
Booking.com
02.2020 - Current
Customer service
Louis Vuitton
11.2019 - 02.2020
TRACING OFFICE CLERK / IMPORT / EXPORT
LOGISTICA EURO (MLE)
09.2017 - 10.2019
Private Spanish Teacher/ Spanish and Italian Translator
Freelancer
09.2017 - 12.2018
Team supervisor
Barbagallo G&A
04.2017 - 09.2017
Receptionist /All Rounder
Discovery Hostel
08.2016 - 04.2017
Diploma - Chemical technical Biologist
IPSIA Varese