c/ Marroquina 23 3B 28030 Madrid

91 430 2828 - 651 302 377

Paulo.luz@hotmail.co.uk

https://es.linkedin.com/in/paulo-nunes-1913848

Profile

Professional

Experience

15 year experience working in the hospitality industry with great focus on driving results for the Company and achieving client satisfaction.

Advanced knowledge of systems directly related to client support: RVNG (CRS), Nexus (RFPs system), SalesForce, Lanyon (RFPs system) and Onyx payment.

One of my strengths is my creativity applied to the working environment seeking day to day solutions that drive more business.

Proficient with mathematics and stats.

Expert in report analysis and its practical applications. A clear vocation to problem solving and a great capacity to adapt to different situations.

2006 – 2016 Client Services Manager

Pegasus Madrid Client Services Manager for Pegasus in Madrid offering support, consultation

10 years and product sales to hotels in Spain, Portugal and Brazil with over 150 clients.

Top Clients: Silken Hotels, Catalonia Hotels, H10 Hotels, Estanplaza, Blue Tree

Achievements:

Over 92% client retention between 2010 and 2015

Employee with the highest score on the 2012 client satisfaction survey

Reached the sales targets for 3 years in a row

Not a single off sick day in 10 years of employment in Madrid

2005 – 2006 Client Support Manager

Pegasus London Responsible for a team of 9 people offering support and consultation to

1 year 4.500 hotels in Europe, Middle East and Africa.

2001 – 2005 Client Support Executive

Pegasus London Phone support to agencies and hotels in Europe covering calls in English, Portuguese

4 years and Spanish.

Achievements:

Creation and implementation of an availability and rates audit that was then used by

the Company until 2011.

Promotion to the position of Department Manager.

2000 – 2001 Customer Services Manager

TK MAXX UK Responsible for a team of 20 cashiers, client complaints, refunds, schedule and training.

1 year

Achievements:

Part of a team of 5 Managers responsible for opening a new store in Kingston,

London.

1997 – 2000 Client Services Manager

Pizza Hut UK Responsible for a team of 15 people working shifts, orders, training, cash and schedules.

3 years

Achievements:

Part of a team of 3 Managers responsible for the opening of a new Pizza Hut

restaurant in Purley Way, Surrey.

3 maximum consecutive scores of 10 in mystery dinner´s inspections for service

excellence.

Education

1987 – 1990 Fine Arts at the Federal University in Rio de Janeiro

1985 – 1986 Engineering at the Federal University in Rio de Janeiro

1983 – 1984 A levels at the Instituto Abel in Niteroi, Rio de Janeiro

Courses GDS basic course (Amadeus, Galileo and Sabre)

First Certificate in English recognized by the Cambridge University

English course for foreigners at Hammersmith College, London

Sales techniques course

Management and team building course in London

RVNG CRS system training course

Lanyon RFPs system training course

Onyx RFPs system training course

Onyx commission processing system training course

WPS commission processing system training course

PKI reservations system training course

SalesForce training course

Languages Portuguese – mother tongue (born in Brazil)

English – Bilingual (12 years resident in England)

Spanish – Bilingual (11 years resident in Spain – spanish nationality)

Other

Interests

Songwriter for 2 Pop bands since 1985

Blog on football shirt design: footballshirtart.blogspot

Studying German and Japanese

Asian Movies