Summary
Overview
Work History
Education
Skills
Timeline
Annalisa Zagara

Annalisa Zagara

Sales & Customer Service Expert

Summary

Over 10 years of experience in sales-focused roles, customer support, staff training, and quality management, both on-site and remotely. Customer Experience Specialist with a strong diving industry background and a passion for excellence. Proven ability to handle customer complaints, streamline operations, and improve service standards. Trilingual communicator (Italian, English, Spanish) with a strong sense of empathy, detail orientation, and leadership.

Overview

23
23
years of professional experience
4
4
Languages

Work History

General Manager

Blue Magic Scuba Cozumel
11.2024 - Current
  • Oversee day-to-day operations of the dive shop and hostel, ensuring a seamless guest experience from booking to departure
  • Lead a multilingual team of dive instructors, front desk agents, and hostel staff with focus on sales, safety, hospitality and efficiency.
  • Manage sales reservations and inquiries via email, phone, and social media platforms (WhatsApp, Instagram), maintaining a quick and professional response rate
  • Develop and monitor KPIs (occupancy, tour sales, guest satisfaction, staff performance) to ensure consistent business growth
  • Handle conflict resolution and customer complaints with empathy and professionalism
  • Act as main point of contact for external partners, tour agencies, and suppliers

Padi Dive Instructor & Center Manager

Various Employers
07.2002 - 11.2024
  • Enhanced client retention rates by offering customized packages tailored to individual interests and abilities.
  • Increased customer satisfaction by implementing effective sales strategies and providing exceptional customer service.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Resolved customer complaints professionally and promptly, maintaining a positive brand image and enhancing customer loyalty.
  • Increased customer loyalty with personalized shopping experiences and excellent service.

Recruiter & Customer Support

Pro Dive International
08.2023 - 12.2024
  • Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
  • Conducted video call interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Improved employee retention rates through thorough candidate screening and interview techniques.
  • Respond to customer complaints and inquiries via email
  • Support operations remotely,by conduction quality assurance controls and ensuring improvements after investigation

Quality Manager

Pro Dive International
11.2017 - 10.2021
  • Oversaw quality standards across multiple locations, improving customer satisfaction and operational safety
  • Supervised over 60 staff members and resolved service issues impacting client experience and profit
  • Handled many customer emails monthly, including complaints and refund requests
  • Led seasonal training programs and updated quality control procedures to align with compliance standards

Education

Bachelor of Science - Marine Biology

Tor Vergata University , Roma Italy
05.2001 -

IDC Staff Instructor -

PADI
05.2024 - 05.2024

Skills

Sales-driven mindset

Timeline

General Manager - Blue Magic Scuba Cozumel
11.2024 - Current
PADI - IDC Staff Instructor ,
05.2024 - 05.2024
Recruiter & Customer Support - Pro Dive International
08.2023 - 12.2024
Quality Manager - Pro Dive International
11.2017 - 10.2021
Padi Dive Instructor & Center Manager - Various Employers
07.2002 - 11.2024
Tor Vergata University - Bachelor of Science, Marine Biology
05.2001 -

Similar Profiles

CREATE PROFILE
Annalisa ZagaraSales & Customer Service Expert