Christel Manza
Aurora
Summary
Customer Service Executive with over ten years of expertise in the travel and tourism industry, excelling in handling escalations, refunds, and supplier communications. Adept at streamlining processes and enhancing customer experiences through innovative solutions and remote work proficiency. Committed to delivering exceptional service.
Overview
9
9
years of professional experience
Work History
Reservations Specialist
AmaWaterways
Aurora
09.2025 - Current
- Managed customer inquiries and bookings for river cruise reservations.
- Coordinated travel itineraries and communicated details with clients effectively.
- Utilized reservation software to process bookings and modify travel plans.
Payroll Business Partner
ADP
Denver
02.2025 - 09.2025
- Manage payroll processes, ensuring compliance and accuracy.
- Streamlined payroll operations, reducing errors by 12%.
- Utilize analytical skills to resolve payroll discrepancies.
- Collaborate with teams to enhance payroll system efficiency.
- Improved employee satisfaction through timely payroll delivery.
- Fostered strong relationships with HR teams to enhance payroll procedures, leading to improved communication and operational efficiency.
- Maintained comprehensive payroll records and executed audits to uphold compliance with regulations, achieving substantial improvements in reporting accuracy.
- Processed payments accurately, enhancing financial accuracy and customer trust.
Passenger Service Agent
Worldflights Services
Denver
12.2024 - 02.2025
- Handling passenger documentation, baggage procedures, and boarding processes. Maintaining strict adherence to safety protocols and airline regulations.
- Providing compassionate assistance to passengers with special needs. Coordinating with various departments to accommodate unique travel requirements.
- Streamlining check-in procedures to reduce queue times. Implementing efficient solutions for common travel issues, enhancing overall operational effectiveness.
Customer Service Executive
Loveholidays
London
12.2021 - 11.2022
- Managed phone escalations, resolving issues efficiently for improved customer satisfaction.
- Processed refunds promptly, ensuring customer trust and retention.
- Coordinated hotel relocations, maintaining seamless travel experiences for clients.
- Communicated with suppliers to ensure accurate and timely service delivery.
- Authorized hotel and transfer rebookings, optimizing travel plans for customer convenience.
- Managed customer complaints, achieving higher satisfaction and retention.
- Handled emails and chats, resolving issues efficiently and reducing response time.
- Coordinated task commitments, ensuring timely completion and improved team productivity.
Broadband Executive
Shell Energy
Coventry
02.2018 - 11.2021
- Scheduled appointments, optimizing installation processes and client experience.
Legal Administrator
Ryanair
Dublin
09.2016 - 12.2017
- Handled legal claims, improving resolution efficiency and client satisfaction.
- Managed compensation cases, achieving timely settlements and reducing disputes.
- Collaborated with legal teams to streamline pre-court processes and data management.
- Processed financial transactions, ensuring accuracy and timely delivery.
- Enhanced data entry accuracy, supporting legal documentation and case tracking.
Education
Bachelor of Science -
Plymouth University
London, United KingdomSkills
- Customer Service
- Travel
- Tourism
- Legal Administration
- Management
- Phone Escalations
- Refunds
- Hotel Relocations
- Supplier Communications
- Complaint Handling
- Chat
- Payments
- Zendesk
- Navitaire
- Skyspeed
- Microsoft
- Remote Work
- Data Analysis
- Time Management
Languages
- English, Expert
- Irish, Experienced
- Lingala, Expert
- French, Expert
Timeline
Reservations Specialist
AmaWaterways
09.2025 - Current
Payroll Business Partner
ADP
02.2025 - 09.2025
Passenger Service Agent
Worldflights Services
12.2024 - 02.2025
Customer Service Executive
Loveholidays
12.2021 - 11.2022
Broadband Executive
Shell Energy
02.2018 - 11.2021
Legal Administrator
Ryanair
09.2016 - 12.2017
Bachelor of Science -
Plymouth University