Lacramioara Haliu
Airline Ground Operations OTP/BBU and Flight Sales Management
Bucharest
Overview
17
17
years of professional experience
2008
2008
years of post-secondary education
3
3
Languages
Work History
Senior Quality Analyst
Genpact
05.2025 - Current
- As a Senior Quality Analyst on the Spanish market, I ensure the highest standards of quality and performance are met.
- Conducting in-depth quality assessments and audits to evaluate content moderation, user interactions, and compliance with client's community guidelines and policies.
- Analysing data trends and identifying areas for improvement to enhance user experience and operational efficiency.
- Collaborating with cross-functional teams to develop and implement quality assurance strategies tailored to the Spanish-speaking audience.
- With a strong focus on accuracy, cultural relevance, and language nuances, I ensure that client's platforms deliver a safe, engaging, and inclusive experience for Spanish-speaking users worldwide.
Checkin and Ground Operations Officer OTP/BBU
ROMANIAN AIRPORT SERVICES
06.2023 - 05.2025
- Ensured a seamless and efficient passenger experience from check-in to boarding.
- Direct interaction with passengers, handling ticketing, baggage, and compliance with airline and airport regulations.
- Coordinate with ground operations teams to ensure smooth aircraft turnaround and on-time departures.
Airport Representative
Coral Travel Group
05.2023 - 01.2025
- First point of contact for guests, ensuring a seamless and welcoming experience from the moment they arrived at the airport.
- Providing exceptional customer service, coordinating travel arrangements, and assisting guests with their needs throughout the start of their journey.
Customer Advocate
Hootsuite
11.2019 - 12.2022
- As a Customer Advocate at Hootsuite, I served as the primary point of contact and trusted advisor for our customers, ensuring they derive maximum value from our platform.
- My role involved actively listening to customer needs, addressing concerns, and providing tailored solutions to enhance their social media management experience.
- I collaborated closely with cross-functional teams, including product, support, and sales, to advocate for customer feedback and drive continuous improvement.
Customer Service Specialist
Airbnb
09.2017 - 09.2019
- I specialized in providing exceptional customer support to Spanish-speaking users, ensuring an enjoyable and equitable experience for both guests and hosts.
- My responsibilities included Customer Assistance: resolving inquiries, troubleshooting issues, and providing clear and effective solutions related to bookings, payments, listings, and Airbnb policies.
- Leveraging my understanding of the Spanish-speaking market to address cultural nuances and enhance customer satisfaction.
- Handling a high volume of calls, emails, and chat interactions with professionalism and efficiency.
- Proactively identifying and addressing customer concerns to maintain Airbnb's reputation for outstanding service.
- Staying up-to-date on Airbnb's platform updates, features, and guidelines to provide accurate and reliable information.
- Working closely with colleagues and supervisors to meet performance goals and contribute to a positive team environment.
- With strong communication skills, empathy, and a passion for helping others, I created positive experiences that reflect Airbnb's commitment to hospitality and community.
Travel Manager
Triptailor
04.2017 - 08.2017
- As a Travel Manager at Triptailor, I specialized in crafting unforgettable travel experiences tailored to the unique needs of our clients.
- Leveraging my expertise in destination knowledge, logistics, and customer service, I designed personalised itineraries that aligned with individual preferences, budgets, and travel goals.
- My role involved collaborating with a global network of partners, including hotels, tour operators, and transportation providers, to ensure every detail was meticulously planned.
- I stayed updated on the latest travel trends, visa requirements, and safety protocols to provide clients with up-to-date and reliable advice.
Ticketing and Sales Specialist
Paravion
09.2015 - 09.2016
- As a Ticketing and Sales Specialist at Paravion Tour, I was responsible for managing and executing all aspects of ticket issuance, reservations, and sales operations, primarily using the Amadeus ticketing system.
- Issue and manage airline tickets, hotel bookings, and other travel-related services using the Amadeus GDS (Global Distribution System).
- Ensure compliance with airline rules, fare regulations, and ticketing policies.
- Provide exceptional customer support by resolving inquiries, troubleshooting issues, and ensuring a smooth booking process.
Sales Agency Coordinator - Spain
Blue Air
09.2008 - 07.2014
- As an Airline Representative for Blue Air Airlines at Málaga Airport, Spain, I was the primary point of contact for passengers, ensuring a seamless and positive travel experience.
- My role involved providing exceptional customer service, managing flight operations, and representing Blue Air Airlines with professionalism and efficiency.
- Handle ticket sales, rebookings, and upgrades as needed.
- Process payments and maintain accurate records of transactions.
- Excellent communication and interpersonal skills in English and Spanish.
Education
Bachelor's degree - Tourism and Travel Services Management
Universitatea Româno-Americană din București
Skills
- sita
- Active Listening
- Contact Centers
Documentation skills
Quality assurance strategies
Customer services
Office administration
Supply chain distribution
Travel documentation
Passenger assistance
Timeline
Senior Quality Analyst
Genpact
05.2025 - Current
Checkin and Ground Operations Officer OTP/BBU
ROMANIAN AIRPORT SERVICES
06.2023 - 05.2025
Airport Representative
Coral Travel Group
05.2023 - 01.2025
Customer Advocate
Hootsuite
11.2019 - 12.2022
Customer Service Specialist
Airbnb
09.2017 - 09.2019
Travel Manager
Triptailor
04.2017 - 08.2017
Ticketing and Sales Specialist
Paravion
09.2015 - 09.2016
Sales Agency Coordinator - Spain
Blue Air
09.2008 - 07.2014
Bachelor's degree - Tourism and Travel Services Management
Universitatea Româno-Americană din București
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