Laura Alina Radu

To work with organizations that aim to be the best in their line of business, offer opportunities to contribute to their goals; and provide an atmosphere that fosters personal and professional growth.

2007 – Present                      LAR  Hospitality Consultants (freelancer)

Training & Customer Service Consultant

Offering consultancy in Customer Service Management and Training.

• Coordinate and advise the clients build a robust Guest Service division.
• Assesses training needs of the company in conjunction with management and impart appropriate soft skills training programs.
• Monitor and advice on the changing employees’ behaviour and attitude.
• Motivate the employees in improvise their dedication to their job and the client.
• Monitor and report the effectiveness of training programs and seek ways to continuously improve content and delivery.

2008 – 2009             Hecc Alliance Romania & Netherlands

Hecc is one of the first multinational contact centers specializing in the technology industry and providing customer care in 21 European languages.

Training Manager             

• Created pro-active training solutions which addresses the  business needs along with improving the individuals within the organization resulting in improved organizational performance.
• Improved the level of quality and customer service from 18 up to 25 out of 30 (client survey score).
• Developed, design and implement the soft skill training programs (on Customer Service, Basic Call Handling & Communication, Time & Stress Management etc) to all the Technical Support Engineers and Team Leaders.
• Trained and monitored the Technical Support Engineers and prepare appropriate training needs assessments.

2004 - 2007              Maadi Guides & Glimpse Magazine, Egypt

Maadi Guides is a publishing company that issues 4 magazines and offers design & printing facilities, as well as marketing solutions.

Client Relationship Director (self employed)

• Overseen magazine’s client relationships and daily operations; assisted in the overall planning and strategy for the magazine; Developed and maintained the publication budget;
• Delivered soft skills training to all employees, etc
• Planned the magazine’s content (reviewing, rewriting, and editing the work of writers)

1998 – 2003              Americana, Egypt

Americana Group is pioneer of the food industry in the Arab world. Americana brands & franchises includes: Hardee's, Heinz, KFC, Pizza Hut, Saint Cinnamon, T.G.I Fridays, etc

Pizza Hut Egypt - Customer Services & Training Manager

• Conducted Training and Development programs as per Pizza Hut International Standards in: Customer Service, Customer Mania, C.H.A.M.P.S. & Service and Hospitality, Time Management & Communication and Local Store Marketing
• Implemented and Evaluated international service standards
• Prepared and analyzed client surveys to determine the strengths and weaknesses of the services
• Achieved the award for leading the development, management and execution of the first Guest Relations Program, Pizza Hut Worldwide

T.G.I. Friday’s Egypt – Customer Service & Marketing Coordinator

• Achieved the Silver Star medal for accomplishing the successful opening of the second TGI Friday’s store in Egypt
• Maintained a strong relationship with the press and arranged a minimum of one press   release per month in two newspapers and two magazines
• Increased the company revenues, developing a business luncheon loyalty program and promoting it with the different offices within the neighborhood

1996–1998    Hilton International

Hilton is the flagship brand of Hilton Hotels Corporation, with over 500 Hilton brand hotels across the world.

Guest Relations & Reception  Manager- Nile Hilton Ladbroke Casino

• Established the Reception and Customer Service departments for newly opened branch in Egypt and managed department of  14 personnel
• Trained staff on reception and client tracking computer systems and Customer Service
• Suggested complimentary services and that increased guest fidelity with 40%

Guest Relations / F&B Sales  Co-ordinator – Hurghada Hilton Resort

• Offered a high quality guest service, ensuring a comfortable and welcoming atmosphere; handled guest inquiries, feedback, complaints and requests and ensured customer satisfaction
• Performed Duty Management & ensured the department is recognized for offering superior service
• Expanded sales to include local market catering; increased division revenues per outlet by suggesting a general plan for the promotion of F&B sales
• Supervised marketing and promotion campaigns & organized Dinners and Conferences

2006                                        IMI (certified by Cambridge) Egypt

Freelance Trainer                IBM Education Egypt

Conducted training in: Business Etiquette, Communication, Time Management, Hospitality, Public Relations, etc

2004                                        Dear Guest Magazine

Freelance Writer

Wrote articles about Customer Service, Public Relations, Sales & Marketing and other subjects, according to the magazine’s demand

2011 – Upselling Skills – Rotana Hotels & Resorts - UAE

2010 - CRM Training Course - Open Learning World - Romania

2010 - Motivation Training Course - Open Learning World - Romania

2009 - The Business Plan Seminar  - Professor Mark Juliano - Open Culture Cources

2009 - Building a Team Seminar  - Professor Mark Juliano - Open Culture Cources

2008 - Basic Call handling & Communications Training Course - Hecc Alliance - Netherlands

2002 - Recruitment Consultant Training  - CHA International - Egypt

1999 - Time & Stress Management - Americana Egypt

1999 - Leadership Training - Americana Egypt

1996 - The Basics of Service - Hilton International - Hurghada Hilton Resort – Egypt

1999 – 2001      Professional Carrier Development Institute Georgia, USA

Diploma in Hotel & Restaurant Management

1999 – 2001      Thompson University Pennsylvania, USA

Business Management with Options in Marketing

1999 – 2003      Romanian Academy of Management, Constantza, ROM

"The Management of Commerce & Tourism"

Romanian  - Mother tongue

English       - Excellent

Arabic       - Good (spoken)

Italian        - Good

French       - Good

Conducting Training and Coaching

Presentation skills

Excellent Communication Skills

Time & Stress Management

Excellent Supervisory Skills

Proactive Customer Service  and Upselling Skills

Business Etiquette Skills

Computer Skills

Very good working Knowledge of Microsoft Word, Excel, Power Point, Publisher, Adobe Photo-Shop, Corel, Fidelio, Opera, as well as various reception and client tracking programs

Arts, Animal care, Ballroom dancing