ADRIANA BALABANEANU
Brasov
Summary
Dynamic professional with extensive experience in guest services and operations management . Proven track record in enhancing guest satisfaction and optimizing team performance through effective coaching and SOP development. Skilled in project management and budgeting, consistently driving operational excellence and fostering a culture of quality assurance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Aftermarket Transaction Assurance
GoDaddy
Brasov
09.2024 - Current
- Ensured 100% accurate domain sale transactions, driving seamless transfers, payouts, and compliance.
Data Quality Analyst
Foundever
Brasov
07.2020 - 10.2023
- Led 30-agent team, surpassing quality and production goals through data-driven coaching.
- Enhanced service activation accuracy by 25% and improved customer satisfaction.
- Streamlined Tier 1 & Tier 2 support processes, ensuring seamless device transitions and technical resolutions.
Senior Customer Service Representative
Computer Generated Solutions
Brasov
11.2019 - 07.2020
- Resolved high-impact sales issues, restoring customer loyalty and decreasing repeat complaints by 15%.
- Optimized team procedures, improving overall efficiency and response time.
Marketing Manager
FOG Printing Services
Manama
01.2017 - 01.2019
- Executed strategic campaigns, increasing brand visibility and fostering partnerships with high-profile vendors.
- Introduced quality controls across all materials, maintaining consistent brand prestige.
Director of Operations
Wadi Al Sail Mall
Riffa
03.2016 - 12.2016
- Managed 150-member administrative team, improving operational efficiency and employee engagement.
- Implemented SOPs, aligning departmental processes with contract and financial objectives.
- Oversaw property management, sales, leasing strategies, and design/fitting projects.
Residence Manager
The Ritz-Carlton, Bahrain
Bahrain
12.2014 - 03.2016
- Directed 11 staff members, managing 21 serviced apartments with luxury standards.
- Maintained budget adherence while ensuring resident satisfaction and safety.
- Led projects, inspections, and operational improvements to enhance service quality.
Facility Manager
Nardin Properties
Manama
10.2013 - 01.2014
- Oversaw facilities operations, including maintenance, capital improvements, and security compliance.
Guest Service Manager
Al Areen Palace & Spa Resorts
Bahrain
07.2013 - 10.2013
- Supervised Front Office (6), PBX (2), Guest Relations (2), Concierge (11), Housekeeping (30) teams.
- Directed spa and villa refurbishments, coordinated vendor replacements, and executed villa deep cleanings.
- Led events and guest service initiatives, enhancing overall satisfaction.
Guest Relations Manager / Quality Assurance
Sofitel Zallaq Thalassa Sea & Spa
Zallaq
08.2011 - 06.2013
- Elevated service standards by leading Guest Relation Team and assisting VIPs and Front Office.
- Achieved top scores in Mystery Shopper evaluations through consistent service excellence.
- Implemented SOPs to standardize operations and enhance guest experiences.
- Developed management reports to drive data-informed improvements in service delivery.
Assistant Guest Relations Manager
Gulf Hotel Bahrain Convention & Spa
Manama
10.2010 - 08.2011
- Managed front desk, housekeeping, and VIP Lounge operations, boosting guest satisfaction by 12%.
- Developed team training programs to enhance service consistency.
Senior Customer Relations
Riffa Views B.S.C
Riffa
08.2009 - 09.2010
- Founded Customer Relations Department, achieving 20% satisfaction increase in 6 months.
- Reduced complaints by 15% and enhanced team performance through structured processes.
- Orchestrated property handovers with a 98% client approval rate.
Senior Customer Service Executive
DAMAC Properties
Dubai
08.2007 - 02.2009
- Coordinated cross-department resolutions to reduce time-to-resolution for customer inquiries.
- Drove customer communications and conducted monthly satisfaction surveys to gather feedback.
- Supported new development launches with high-conversion presentations for prospective clients.
Reservations Executive
Jumeirah International
Dubai
12.2005 - 03.2007
- Managed global reservations through Opera and Fidelio, consistently achieving sales and up-sell targets.
- Recognized multiple times as Employee of the Month for outstanding performance.
- Acquired IFH Certificates of Excellence for exceptional service delivery.
Front Office Executive
Sheraton Jumeirah Beach Resort Towers
Dubai
06.2003 - 11.2005
- Directed front office tasks, including check-in/out procedures, cashiering, and concierge assistance.
- Coordinated logistics for large group arrivals of more than 60 guests.
- Delivered exceptional food and beverage hosting to elevate guest interactions.
- Optimized front desk operations to provide timely and efficient service.
Education
Project Management Principles & Practices -
University of California Irvine
01.2018
Budgeting & Scheduling Projects -
University of California Irvine
01.2015
Fundamentals of Management -
University of California Irvine
01.2015
Initiating & Planning Projects -
University of California Irvine
01.2015
Skills
- Front office and Guest services leadership
- Luxury brand standards and Guest satisfaction
- Team coaching and Performance management
- SOP development and Quality assurance
- Project and event management
- Budgeting and resource optimization
- Cross-departmental collaboration
Languages
- English, Fluent
- Italian, Conversational
- French, Conversational
- Turkish, Learning
- Korean, Learning
Certification
- Project Management Principles and Practices – University of California, Irvine | Coursera | Jul 2018
- Budgeting and Scheduling Projects – University of California, Irvine | Coursera | Oct 2015
Defined project milestones and schedules; managed resource planning and forecasting - Fundamentals of Management – University of California, Irvine | Coursera | 2015
Leadership, SMART goal setting, and network building
Languages
Romanian
First Language
English
Proficient (C2)
C2
Italian
Upper Intermediate (B2)
B2
French
Intermediate (B1)
B1
Turkish
Beginner
A1
Korean
Beginner
A1
Timeline
Aftermarket Transaction Assurance
GoDaddy
09.2024 - Current
Data Quality Analyst
Foundever
07.2020 - 10.2023
Senior Customer Service Representative
Computer Generated Solutions
11.2019 - 07.2020
Marketing Manager
FOG Printing Services
01.2017 - 01.2019
Director of Operations
Wadi Al Sail Mall
03.2016 - 12.2016
Residence Manager
The Ritz-Carlton, Bahrain
12.2014 - 03.2016
Facility Manager
Nardin Properties
10.2013 - 01.2014
Guest Service Manager
Al Areen Palace & Spa Resorts
07.2013 - 10.2013
Guest Relations Manager / Quality Assurance
Sofitel Zallaq Thalassa Sea & Spa
08.2011 - 06.2013
Assistant Guest Relations Manager
Gulf Hotel Bahrain Convention & Spa
10.2010 - 08.2011
Senior Customer Relations
Riffa Views B.S.C
08.2009 - 09.2010
Senior Customer Service Executive
DAMAC Properties
08.2007 - 02.2009
Reservations Executive
Jumeirah International
12.2005 - 03.2007
Front Office Executive
Sheraton Jumeirah Beach Resort Towers
06.2003 - 11.2005
Project Management Principles & Practices -
University of California Irvine
Budgeting & Scheduling Projects -
University of California Irvine
Fundamentals of Management -
University of California Irvine
Initiating & Planning Projects -
University of California Irvine
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