Joana Pañella, Travel Consultant, Virtual Assistant and Content Writer

Jerry Viaja

Jan 2019 – Present

Worldwide

Optimizing the best trip for you

• Guided groups of up to 2 people on tours. • Built personal relationships with guests to promote positive experiences. • Proved successful working within tight deadlines and a fast-paced atmosphere. • Learned new skills and applied to daily tasks to improve efficiency and productivity. • Used coordination and planning skills to achieve results according to schedule. • Used WordPress and other software tools to create documents and other communication material. • Prepared a variety of different written communications, reports and documents. • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation. • Discussed security issues and protocols with individuals traveling to different cultures such as Iran and Egypt • Analyzed market to cover customer needs and content creation • Created Route Map Posting • DNS, server maintenance and SEO analysis, Link Building • CTR optimization, Google Analytics and search for new associates Platforms used: WordPress, Symantec, Microsoft Office, Backup tools, Time and task Administrative tools, Facebook for business, Google Ads, Google Search Console, Google Analytics, YouTube Studio, Trello, Microsoft To Do

Hotel Rural Finca Los Llanos ***

Mar 2017 – Mar 2020

Capileira, Spain

Front Desk Receptionist

• Managed reservations through different online platforms (Booking, Airbnb, Expedia, etc). • Coordinated online and telephone reservations for individuals, groups and Travel Agencies. • Confirmed important personal and payment information for compliance with security and payment card industry standards. • Resolved service-related problems and documented actions in the system. • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process. • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours. • Promoted hotel brand's loyalty program via social media, email and direct mail. • Maintained files and records by implementing effective filing systems that boosted efficiency and organization. • Kept accounts in balance and ran daily reports to verify totals (cash, debit and credit).

Upwork & similars

Jun 2017 – Jun 2019

Worldwide

Web Designer and Content Writer

Web Designer and Content WriterWeb Designer and Content Writer Upwork & similars · Contrato por obra o servicioUpwork & similars · Contrato por obra o servicio jun. 2017 - jun. 2020 · 3 años 1 mesjun. 2017 - jun. 2020 · 3 años 1 mes • Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach. • Composed original written material for various types of publications. • Chose cover photography or artwork, selected fonts and arranged designs to attract target readership. • Selected high-quality photos and videos to complement written copy. • Confirmed compliance with regulatory standards and guidelines prior to publication. • Improved search result rankings with targeted SEO strategy. • Wrote social media outreach posts on both informational and promotional topics. • Sourced third-party content and contributions to incorporate diverse writing styles. • Developed graphic and image assets for both content and digital marketing efforts. • Completed domain name registrations and maintained website and web hosting account. • Kept software up to date and monitored website for security vulnerabilities to boost overall security.

Assist Card

Sep 2014 – Apr 2016

Uruguay

Assistance Coordinator

• Communicated effectively with members of operations, finance and clinical departments. • Reviewed outstanding requests and redirected workloads to complete projects on time. • Researched and resolved routine and complex issues by phone and email in different languages. • Built relationships with clients using active listening and issue resolution to provide excellent service maintaining high standards. • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals. • Achieved high satisfaction rating through proactive one-call resolutions of customer issues. • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies. • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response. • Adhered to company policies and scripts to consistently achieve calltime and quality standards. • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Joana Pañella

Travel Consultant, Virtual Assistant and Content Writer

Skills

Languages