Gabriella Calvano

Summary

A creative, ambitious and dynamic individual with Business Travel and Hospitality experience, looking to change my career path to web development. I lived in Italy, The Netherlands, Japan, Uk and now Spain. I am articulate, with excellent organization skills and attention to detail. My vast experience in Business Travel and Hospitality resulted in an extensive and colorful knowledge of Business Travel, Companies Travel Policies, Events Management; Administration, and enhancing the customer's experience as well as content management on Client’s own travel website and Data analysis. I excel at working autonomously as well as part of a team, with the ability to communicate effectively with a wide variety of people. I am now seeking a new professional opportunity to develop and nurture new and existing skills.

The commitment I bring

• High impact personality: i.e. intellectual agility, entrepreneurship, empathy in relationship, strong team player
• Ability to prioritize and focus on achieving a variety of KPIs
• Strong orientation on results and strategic goals
• Knowledge of the corporate travel technology and systems
• Organization and time management skills, attention to detail
• Ability to work under pressure and adaptability to change
• Fast learner
• Fluency in English, Italian and Spanish

Employment History

• HRS - Global Hotel Solutions

  Account Executive/Senior Customer Success Manager UK, Ireland and Northern Europe

  London, November 2018 - April 2021

  • Work in close collaboration with the global team to provide essential support to the global accounts in order to roll out, implement new solutions and provide customer care on a day to day basis.
  • Provide clients with regular reports and data analysis.
  • Managing a team who specialize in client implementations, product roll out, adoption growth and operational customer support.
  • Line management and mentoring of Account Support Team.
  • Global clients accounts support.
  • Creation and execution of implementation plans, roll out plans, account development plans and communication strategies.
  • Payment Solution Expert - implementation of virtual and billback solutions including training of clients, end users and sales colleagues.

• HRS - Global Hotel Solutions

  Account Support Manager UK&I

  London, October 2017 - October 2018

  • Set the foundation for cooperation with new clients (client ‘roll-out’ and activation).
  • Work in close collaboration with the account sale managers to provide essential support to the accounts in order to boost usage and customer satisfaction.
  • Reach out proactively to customers to discuss and implement additional improvement ideas based on customer data analysis (e.g., ranking order in booking tool).
  • Provided support (during and after rollout) to all customers (i.e. own local and global).
  • Take ownership for all support activities, e.g., link creation and management, rate loading, reporting, customer complaints and inquiries.
  • Educate and train clients introducing them to the full range of HRS system functionality

• HRS - Global Hotel Solutions

  Account Manager Meetings & Groups UK&I

  London, October 2016 - October 2017

  • Provide support to all HRS customers (locally and globally).
  • Responsible for all activities, from incoming requests to bookings of M&G events.
  • Negotiate rates with hotels to exceed the customer expectations.
  • Create comparable offers with set Company standards and considers customer special requirements.
  • Proactively reaches out to customers to discuss and sell the Company Meetings, Groups and Event Services.
  • Establishes permanent relationship to repeating customers to gain further business.

• Principal Hayley, De Vere venues & Four Pillars

Conference and Events Diary Coordinator

De Vere Venues, London Cluster Office June 2016 - October 2016

• Direct day to day involvement in handling sales enquiries and bookings across multi properties.
• Promptly and professionally responding to telephone and written enquiries for event business and conducting show rounds.
• Liaise in writing and verbally with clients at any stage from initial enquiry through to post event follow up.
• Proactively following up on enquiries and bookings to ensure the highest level of conversion and accurately record and follow up on all lost business.

• Additional work experience

• Conference & Events Coordinator

  Hotel Russell (London) - Principal Hayley Hotels November 2015 - May 2016

• Conference & Events Office Graduate Manager

  Grand Connaught Rooms (London) -Principal Hayley Hotels July 2014 - October 2015

• Reservations Agent

  Hotel Russell (London) - Principal Hayley Hotels November 2013 - June 2014

• Receptionist

  Hotel Russell (London) - Principal Hayley Hotels July 2012 - October 2013

• Hostess and Promoter

  Italy, October 2003 - May 2009

• Shop Assistant and products customisation

  L'Ideafissa, Rome, June 2006 - Decenber 2007

• Fundraiser

  Dialogo Diretto, Italy, August 2004

• Fundraiser (Volunteer)

  WWF Italia ONG - Onlus, Greece, September 2003

Education and Qualifications

• Reception Academy Training

  London, UK, May 2012

  Standard Hotel procedures, Opera Property Management System (Opera PMS V5), Brand-standards of 5* Hotels.

• Ritsumeikan Asia Pacific University

  Beppu, Japan, March 2010 - February 2011

  Asian Pacific Studies and International Organizations one-year study exchange program.

• Sapienza University

  Rome, Italy, graduated in 2009

  BA in Oriental Languages and Civilizations

Skills

• Microsoft Office Suite
• HRS Application Portal - Jbook4
• Omnitraker
• Opera PMS and SFA
• HTML5
• CSS
• Bootstrap
• Team Management and collaboration
• Customer Service
• Organizational skills
• Resourcefulness
• Empathy and Mediating
• Critical thinking
• Quick learner
• Coaching and mentoring