Susan Celis

Customer Experience Associate

TourHero

Jul 2025 - Current (10 months)

Manage end-to-end group travel experiences from booking confirmation to trip completion. Act as the primary point of contact for trip hosts and local operators across international markets. Monitor booking performance, payment follow-ups, and operational coordination to support trip confirmation and retention. Collaborate cross-functionally with Planning, Dispatch, and Marketing teams to ensure service delivery standards and performance optimization. Resolve complex operational challenges while maintaining client satisfaction and retention.

C

Virtual Assistant – Operations & Client Support

Crown Home Care

Jan 2025 - Dec 2025 (1 year)

Coordinated applicant onboarding and compliance documentation processes. Managed scheduling and high-volume stakeholder communication. Ensured operational accuracy and process efficiency.

F

Travel Agent

Flight Blue Australia Agency

Jan 2024 - Dec 2025 (2 years)

Managed the full sales cycle for international travel bookings. Coordinated with global suppliers and partners to ensure seamless execution. Administered CRM systems and GDS reservations. Implemented digital marketing campaigns through Meta Ads to drive client acquisition. Strengthened long-term client relationships to encourage repeat business.

University Intern – Front Desk & Operations

Hoteles Estelar

Jan 2024 - Dec 2024 (1 year)

Supported front desk operations and guest service management for luxury services. Managed OTA platforms including Booking, Expedia, and TripAdvisor. Assisted in improving guest satisfaction indicators through service follow-up. Coordinated scheduling and event logistics support.

Customer Service Agent

Sitel

Jan 2021 - Dec 2022 (2 years)

Managed customer interactions in English across phone and digital channels. Resolved service issues while maintaining company service standards. Retained customers through solution-oriented communication. Utilized internal CRM tools to manage case tracking and documentation.

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Susan Celis