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Work Background
Marbella Lane Vacation Rentals (HQ California)Customer Service Team Lead
Jan. 2022 - Mar. 2024Remote- Trained and mentored new customer service staff. - Ensured any outstanding requests or problems from the previous shifts receive priority and are resolved. - Reviewed and approved all housekeeping and maintenance staff invoices. - Provided daily support to Manager of Client Services & COO of the company as needed. - Provided feedback and suggestions to Manager of Client Services for process improvements. - Responsible in compiling documentations for disputing credit card charge backs. - Reported and filed claims with booking channels and insurance for damages by the guests. - Ensured invoices are verified and accurately recorded in the expenses tracking software used by the company. - Created property listings on booking channel for Marriott HVMI. - Maintained and ensured professional real estate pictures on property listings are current. - Responsible for permit registrations on property listings are up to date. - Prepared and submitted reports to manager for tracking payments by booking channels. - Responsible for the creation, modification, and deletion of User IDs on Google Workspace for employees.
Marbella Lane CompanyCustomer Service Representative
Mar. 2021 - Dec. 2021United States- Responded to customer inquiries and concerns related to property rentals and leases. - Ensured smooth and courteous communication with guests and homeowners. - Acknowledged all guests according to company standards, anticipated and addressed guests’ service needs. - Coordinated & followed up with housekeeping and maintenance staff for tasks assigned. - Handled and resolved tenant requests, disputes, or complaints; taking appropriate measures to address concerns and ensure customer satisfaction. - Input and maintained data entry regarding both owners. - Answered high volume of incoming communications with guests, owners, vendors, housekeeping, and maintenance. - Responded to all reservation communications received by mail, phone, and property management software. - Working knowledge on Booking Platforms such as Airbnb, Booking.com, VRBO, Expedia, Marriott HVMI and TripAdvisor. - Experienced with Guesty Property Management Systems for Vacation Rentals. - Managed all day-to-day tasks involving housekeeping, maintenance, vendor in Breezeway, the application tracking cleaning, maintenance, inspection tasks.
TeleperformanceBilingual Customer Support Agent
Aug. 2020 - Jan. 2021
Casa Andina HotelesHelp Center Operator
Dec. 2019 - May. 2020Lima, Perú
Pool Paradise LimaReceptionist
Jan. 2018 - Mar. 2018Miraflores, Lima, Peru
Airport Express LimaSales Counter
Mar. 2017 - Jan. 2018
Paradisus Palma Real by MeliáHospitality Intern
Apr. 2016 - Oct. 2016Punta Cana, República DominicanaAs intern, I carried out a lot of diverse tasks like: - Helping the guests in everything they needed like dinner reservations, lost belongings, etc.
- Dealing with complaints and inquires of guests.
- Making Wow effects to customers like for example: Making romantic or balloons jacuzzis for them.
- Taking care of guests kids in a place called Kids Zone.
- Helping to make check in and check out at the Front Desk.
- Helping to the waiters and the hostess at the restaurants.\
- Making reservations in the hotel system for foreign agencies.
- Supporting the wedding planners in the planning and execution of the event. And many more.
Holiday Inn Grand Montana ( Now Radisson Hotel Billings )Housekeeper
Dec. 2014 - Mar. 2015Billings, Montana, USAI worked there through a Work and Travel program during my summer vacations here ( in Peru ) and winter there. My functions were: - Making the beds according hotel standards.
- Cleaning bedrooms and bedrooms' bathrooms very well.
- Monitoring and reporting necessary domestic repairs and replacements.
Big Sky ResortPublic Area Attendant
Dec. 2013 - Mar. 2014Big Sky, Montana.I worked there through a Work and Travel program during my summer vacations here ( in Peru ) and winter there. My functions were: - Cleaning all interior and exterior areas in and around the buildings. Interior areas include but are not limited to hallways, lobbies, and public bathrooms.
- Helping guests at all times.
- Organizing storage areas and deep cleaning.
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