MA VERONICA DE RUEDA
London
Summary
Detail-oriented professional with strong customer service, communication, and negotiation skills, adept at problem-solving and crisis management. Demonstrates expertise in sales, upselling, and teamwork while excelling in time management and multitasking. Proficient in technical skills with a focus on delivering exceptional results and maintaining high standards of accuracy. Committed to leveraging core competencies to drive success in dynamic environments.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Service
FOREX CARGO UK, LTD.
Hayes, Hillingdon
09.2018 - 08.2023
- Managed multichannel communication through phone, email, social media and live chat.
- Handled high volumes of client queries while meeting performance metrics consistently.
- Resolved cargo issues and managed escalations promptly.
- Adapted to sudden schedule changes and unexpected requests effectively.
- Prioritised tasks for efficient management of multiple shipments and calls.
- Communicated clearly with customers, suppliers, and internal teams for alignment.
- Ensured accurate handling of warehouse and transport documentation.
- Utilised CRM systems such as FileMaker Pro to enhance operational efficiency.
Travel Consultant
FOREX TRAVEL UK, LTD.
Hayes, Hillingdon
05.2014 - 08.2018
- Understood client needs, responding empathetically to deliver exceptional travel experiences.
- Provided professional advice and options for travel inquiries.
- Designed and customised itineraries for individuals, corporations and group clients.
- Managed bookings using modern reservation systems, ensuring accuracy in documentation.
- Handled travel disruptions, cancellations, and emergencies efficiently.
- Secured competitive rates and exclusive deals with airlines and hotels.
- Promoted travel packages and optional services to enhance client satisfaction and revenue.
- Collaborated with colleagues and suppliers in a dynamic environment to meet diverse client needs.
Travel Consultant
LYCA FLY TRAVEL, CANARY WHARF
Canary Wharf, London
10.2017 - 03.2018
- Understood client needs, responding empathetically to provide exceptional travel experiences.
- Designed and customised itineraries for individuals, corporate and group clients.
- Managed bookings using modern reservation systems such as Travelport and Amadeus.
- Handled travel disruptions and emergencies efficiently, ensuring minimal inconvenience.
- Secured competitive rates with airlines and hotels to maximise profitability.
- Promoted travel packages and optional services to enhance client satisfaction.
- Fostered strong relationships with colleagues and suppliers in a dynamic environment.
- Complied with travel industry regulations while managing customer information.
Hospitality Roles (Banqueting, Customer Service, Restaurant & Bar)
HENDON HALL HOTEL
Hendon, Barnet
06.2012 - 09.2012
- Delivered exceptional service while effectively resolving customer issues.
- Maintained cleanliness and attention to detail in service environments.
- Accommodated diverse guest preferences and addressed concerns promptly.
- Collaborated with team members to provide seamless service delivery.
- Upsold services and products to enhance guest experiences.
- Managed logistics and schedules for events, ensuring smooth operations.
- Handled unexpected situations while maintaining high service quality.
- Interacted positively with guests and colleagues to foster a welcoming atmosphere.
Part-Time Waitress
NEW WORLD CHINESE RESTAURANT, CHINA TOWN
Leicester Square, City of London
07.2011 - 03.2012
- Welcomed guests and ensured accurate order fulfilment while addressing inquiries.
- Efficiently served meals and refilled drinks to maintain service quality.
- Collaborated with kitchen and bar staff to ensure seamless operations.
- Maintained cleanliness in compliance with health regulations, ensuring high hygiene standards.
Upsold menu items and specials, contributing to increased sales figures. - Multitasked effectively in fast-paced environments without compromising service standards.
- Provided accurate dietary advice and allergen information to patrons.
- Adapted to shift changes, working weekends and bank holidays as required.
Trainee Travel Agent (Work Experience)
FLEETWAY TRAVEL, MARBLE ARCH
London, City of London
06.2011 - 06.2011
- Assisted clients with travel inquiries via email and phone.
- Efficiently booked flights, accommodations and activities to meet client needs.
- Researched and recommended travel destinations aligned with client preferences.
- Responded promptly to client communications regarding travel disruptions and cancellations.
Trainee Teacher Assistant- Year 1
ST GEORGE'S CATHOLIC PRIMARY SCHOOL, ENFIELD
Enfield, Middlesex
05.2007 - 05.2007
- Assisted teachers in lesson preparation by organising materials and setting up equipment.
- Revised lesson material with students individually or in small groups.
- Maintained a safe and clean classroom environment.
- Ensured compliance with school and class rules and regulations.
- Provided additional guidance to students requiring extra support.
- Supported activities in art, sports, group work and extracurricular programmes.
- Motivated students to enhance confidence and foster positive learning experiences.
- Enforced safety rules for students inside and outside the classroom.
Education
Sixth Form College Studies - Level 3 Travel and Tourism
Sir George Monoux Sixth Form College
London 09.2010 - 06.2012
Secondary School Studies - GCSEs
St Anne's Catholic High School for Girls
London 09.2006 - 06.2010
Skills
SKILLS
- Customer service/Communication Skills- strong verbal and written skills
- Attention to detail
- Sales and upselling skills
- Negotiation skills
- Time management and multitasking
- Technical Proficiency
- Teamwork
- Adaptability
- Cultural Sensitivity
- Conflict Resolution
- Itinerary Planning
- Digital Literacy
- Industry Knowledge
- Organisational Management
Languages
English
Fluent
Tagalog
Native
Ilocano
Elementary
Certification
COLLEGE CERTIFICATE IN CABIN CREW TRAINING WITH BRITISH AIRWAYS- (MARCH,2012)
The Level 2 Certificate programs in Air Cabin Crew and Travel and Tourism provided me with essential knowledge of the airline industry, customer service, and safety protocols. This foundation was reinforced by hands-on training in simulated aircraft cabins, where practicing in-flight services and emergency procedures built my professional confidence, offered valuable industry insights, and created vital networking opportunities.
Affiliations
- My hobbies and interests include watching travel and cultural vlogs, staying informed on the travel industry through blogs, and socializing.
- I also enjoy cooking and exploring diverse cuisines, all of which fuel my deep passion for writing.
References
References available upon request.
ABOUT ME
A dynamic Customer Service and Travel Consultant with over 9 years of experience enhancing client satisfaction. Expert in managing diverse travel inquiries, designing tailored itineraries, and resolving disruptions swiftly. With a proven ability to negotiate competitive rates and build strong supplier relationships. I am very passionate about delivering exceptional service and committed to ongoing professional development.
REFERENCE
Available on request.
Timeline
Customer Service
FOREX CARGO UK, LTD.
09.2018 - 08.2023
Travel Consultant
LYCA FLY TRAVEL, CANARY WHARF
10.2017 - 03.2018
Travel Consultant
FOREX TRAVEL UK, LTD.
05.2014 - 08.2018
Hospitality Roles (Banqueting, Customer Service, Restaurant & Bar)
HENDON HALL HOTEL
06.2012 - 09.2012
Part-Time Waitress
NEW WORLD CHINESE RESTAURANT, CHINA TOWN
07.2011 - 03.2012
Trainee Travel Agent (Work Experience)
FLEETWAY TRAVEL, MARBLE ARCH
06.2011 - 06.2011
Sixth Form College Studies - Level 3 Travel and Tourism
Sir George Monoux Sixth Form College
09.2010 - 06.2012
Trainee Teacher Assistant- Year 1
ST GEORGE'S CATHOLIC PRIMARY SCHOOL, ENFIELD
05.2007 - 05.2007
Secondary School Studies - GCSEs
St Anne's Catholic High School for Girls
09.2006 - 06.2010