Lucia Berenice Novoa Cataño

Bachelor of Tourism Business Administration

Atizapan de Zaragoza, Mex. 52970
l.novoa1984@gmail.com
5616839511
Bilingual call center customer service agent, I was also an accounts receivable
supervisor with 8 years of experience in analysis of rates, contracts and collections. I
was in charge of accounts receivable from the hotel chain Palladium Hotel Group,
managing the accounts of large international tour operators. Creative leader you can
trust to search alternatives to problem solving. I spend time understanding the
business so that I can together with my work team to be able to achieve the objectives
set. I can work alone but I feel better if I do it together.

Personal information
Date of birth: 1984-07-24
Industry: Analysis, Customer service, Accounting, Finance, Hospitality and tourism,
Administrative services.
Highest level of education: Bachelor's degree.

Work experience

Bilingual Customer Service Executive

TTEC Mexico - Tabacalera, Cuauhtemoc, CDMX
August 2021 – to date
English, Customer service delivery service company (Mercato). Meet the needs of
customers from the United States of America, regarding their needs in deliveries,
orders in line, account creation, memberships, re-schedule deliveries, promotions,
among others.

Bilingual Customer Service Executive

Corporate Services Scotiabank S.A de C.V. - Cuautitlan Izcalli, Mexico.
March 2021 - June 2021
English, Customer service financial services company. Meet customer needs
regarding your needs in debit cards, online banking, balances, payments recurring,
direct debits, bill payments, among others.

Customer service telephone executive

Santander - Tlalnepantla, Mexico.
November 2020 - January 2021
Customer service financial services company. Meet customer needs with regarding
your needs in credit cards, debit cards, and online products, among others functions.
Director's assistant
Ingessa - Naucalpan, Mexico.
February 2020 - June 2020
Assist the director of the company with his agenda and appointments. File
organization, drafting trades, cash management of operating expenses, sending
quotes to vip clients. Among other activities.

Responsible for accounts receivable

Palladium Hotel Group - Santo Domingo, Dominican Republic
April 2016 - February 2018
Recovery of credit accounts of large international tour operators such as Tui Group,
Thomas Cook Group, Expedia, Hotelbeds, among others. Initially hired as assistant
and after two months she was promoted to discrepancy collections analyst, later I was
in charge of accounts where together with my team we managed to reduce the time of
collection of the managed accounts.

Contract Analyst
Cedarcreek International - Santo Domingo, Dominican Republic
April 2014 - April 2016
Analysis of the information contained in the contracts established between the hotel
chain (Karisma) and tour operators and travel agencies, in charge of verifying that all
the information contained in the contracts was correctly entered in the system to
facilitate the billing and collection departments performing their functions.

Travel Agent, Reservations and Ticket Office

El Dorado Travel - Air Antilles
September 2012 - April 2014
Planning and elaboration of individual and group itineraries. accommodation
reservations, flights, transportation, excursions, and events. Sale of international air
tickets and nationals. Provide the client with all the necessary information to carry out
their trips as well as the visa and security requirements that they must know to carry
out the same. Sale of air tickets, know the routes and airports and their connections
through the Saber system. Customer service, knowing the market, competition and the
tourist offer international.

Competencies
• Organization and planning
• Human relations
• Domain of computer tools
• Information Analysis
• Ability to solve problems
• Initiative

•
Education and formation
Bachelor of Tourism and Hospitality Administration mention Marketing and
Management Tourism Administration, Marketing and Tourism
APEC University - Santo Domingo. Dominican Republic
May 2010 - October 2016

Skills, knowledge and languages

• Advanced English
• Basic French
• Excel, PowerPoint, Word
• Time management
• Customer service