Customer service and sales expert who identifies customer needs and delivers
solutions to problems. Driven to exceed sales and customer satisfaction goals and build long term
relationships with the clients. Creates a positive experience through high quality
Bilingual manager able to build, lead and train efficient and friendly service teams.
Superior communication skills
Cheerful and energetic
Effective team player
ACCOMMODATION SERVICE EXECUTIVE ll12/2016 to CurrentBooking.comOrlando, FL
Communicate with Partners by telephone or by e mail to provide guidance and assistance regarding Booking.com platform Extranet.
Provide commercial advise and orientation to partners based on Booking.com business model.
Gather information to solve partner and guests issues regarding reservations in order to coordinate assistance with Customer Service department.
Review and process new partnership registrations and set them ready to open on Booking.com webpage.
Keep partners and guests as center of all our operations to guarantee maximum satisfaction.
CUSTOMER SERVICE EXECUTIVE02/2016 to 11/2016BOOKING.COMOrlando, FL
Communicate with customers by telephone or by e mail to provide information
about hotel reservations, take or enter information, cancel reservations, gather complaints details .
Keep records of customer interactions or transactions, recording details of
inquiries, complaints, or comments, as well as actions taken.
Check and ensure that appropriate changes were made to resolve customers'
Contact customers to respond to inquiries or to notify them of claim
investigation results or any planned adjustments.
Refer unresolved customer grievances to designated departments for further
GENERAL MANAGER /SALES MANAGER12/2011 to 01/2016LA FITNESS INTERNATIONALOrlando, Florida
Managed sales team generating daily new memberships according to sales
quota, interacted with prospects and new customers and provided high level of
service to achieve 100% customer satisfaction and company revenue.
Hired and trained all sales and customer service staff.
Monitored customer preferences to determine focus of sales efforts.
Developed,implemented and monitored programs to maximize customer
Manage projects or contribute to committee or team work.
Create, maintain, and enter information into databases.
GENERAL MANAGER01/2005 to 12/2011BALLY TOTAL FITNESSOrlando, FL
Managed sales and customer service operation
Control retention and attrition
Responsible for new hire process
Supervised over 30 employees
Reported to District Vice President
GUEST SERVICE MANAGER01/2000 to 12/2004HOTEL MELIA PUERTO LA CRUZPuerto Cruz, La
Served as public relations representative for the hotel.
Assisted guests with any special requests during their visits.
Answer inquiries pertaining to hotel services, guest registration, and travel
directions, or make recommendations regarding shopping, dining, or
Record guest comments or complaints, referring customers to managers as
Transmit and receive messages, using telephones or telephone switchboards.
Accomplishments researched, calmed and rapidly resolved client conflicts to ensure customer
retention increasing it up to 85% per month.
Consistently generated additional revenue through skilled customer services
and sales techniques used to generate new corporate.
accounts to service high
volume employee corporations.
Satisfactory managed company new locations pre sale and openings to
guarantee revenue profit and investment return.
J.D.: Law2000Universidad Santa MariaPuerto, La Cruz, Venezuela
Courses on Military Law, Criminology .
Bachelor of Science: TOURISM1995IUTIRLABarcelona, VenezuelaTourism and Hospitality Management Barcelona Hospitality and
Instituto Universitario de Tecnologia Industrial "Rodolfo Loero Arismendi", El Morro, Anzoategui Graduated Cum Laude
National Association of Professional Trainers
Bilingual English- Spanish,
proficient in Portuguese, French
Customer services supervision,decision making, dependable, staff training and development, problem solver, public relations,dynamic team player able to motivate employees to reach high level of performance while using maximum potential.
Online skills development courses ,The Open University :