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Work Background
Ona Hotels & ApartmentsCustomer Service Specialist | Sales
Mar. 2024Barcelona, Spain* Assisted 100 clients per day in finding and booking accommodations, improving booking efficiency by 20% increase in customer satisfaction and repeat bookings
* Managed reservations, modifications, and cancellations, ensuring seamless customer experiences
* Resolved guests concerns and special requests, including payment issues and booking discrepancies
* Managed an average of 100 tickets per day, resolving customer inquiries efficiently
* Provided customer support in English, Spanish and Portuguese, ensuring a seamless guest experience
* Used Salesforce and Zendesk to track guest interactions and improve service efficiency
* Assisted in implementing service improvements, reducing average response time by 30%
* Technical support: Help customers with problems related to online bookings or use of the hotel website
Centro Médico HostafrancsReceptionist
Aug. 2020 - Dec. 2023Barcelona* Managed patient reception, invoicing, and appointment scheduling, ensuring efficient service delivery
* Processed insurance claims and authorizations, improving billing accuracy
* Handled inquiries via phone, email, whatsapp and web providing multichannel support
* Assisted patients and doctors in resolving scheduling conflicts and service - related issues
* Provided bilingual support in english and spanish, ensuring clear communication between patients and medical staff
* Assisted in optimizing front - desk operations, reducing wait times by 30 %
* Oversaw social media management to enhance engagement and service accessibility
Turispay viajesDirector
Jan. 2010 - May. 2020Uruguay* Led the management, sales and operations of a travel agency specializing in customized travel experiences
* Designed customized travel experiences, leading to high client satisfaction and retention
* Managed reservations for flights, hotels, transfers, cars, private medical insurance and excursions coordinating with global suppliers
* Organized and led group travel experiences worldwide, ensuring seamless execution
* Established partnerships with hotels, airlines and tour operators to enhance offerings
* Lead a team of travel consultants, improving efficiency, customer experience, and revenue growth
* Resolved pre, during and post travel customer issues, ensuring a seamless travel experience
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