Catalina is a bilingual professional with extensive experience in customer interaction, public speaking, and brand storytelling in the hospitality and retail sectors. Proven ability to drive sales, enhance customer satisfaction, and train teams in fast-paced environments.
Skilled in delivering compelling presentations and engaging diverse audiences effectively.
Proficient in managing high-volume customer inquiries, resolving issues, and enhancing experience.
Capable of creating engaging narratives to promote products and build brand loyalty.
Experienced in developing training modules and coaching teams to improve performance.
Royal Caribbean
Delivered daily high-conversion presentations influencing guest purchasing decisions. Controlled large audience interactions, maintaining attention and engagement throughout sessions. Translated product features into compelling value-driven messaging. Handled objections live, increasing conversion confidence and closing rates. Collaborated with marketing teams to optimize messaging and guest targeting
Effy Jewelry
Represented a luxury brand, driving sales through high-level storytelling and product positioning. Increased customer engagement through personalized demonstrations and interaction. Built repeat business through relationship-driven communication strategies. Elevated in-store experience during peak traffic through strong presence and control. Trained team members to improve communication performance and brand consistency
Sitel
Delivered structured training sessions improving team communication effectiveness. Coached employees to elevate customer interaction and performance outcomes. Maintained high-volume performance while ensuring service quality standards. Identified and corrected communication gaps impacting customer experience
B.A.
What motivates me about representing a brand at events is the opportunity to turn it into a real human experience. I enjoy connecting people to something meaningful, so taking a brand's message and making it feel personal, not just promotional. To ensure that I align with the brand's mission, I start by understanding it deeply, the value, the story, the audience. Then I adapt my communication to match that identity. During the events, I stay very aware of the audience, making sure that the message is landing while staying consistent with the brand's voice. And at the end, for me, it's about everything is about being authentic while staying true to the brand's identity.
What motivates me about representing a brand at events is the opportunity to turn it into a real human experience. I enjoy connecting people with something meaningful, taking a brand's message and turning it into making it something personal, not just promotional. To ensure that I align with the brand's mission, I start by understanding it deeply, the values, the story, the audience, and then I adapt my communication to match that identity. During the events, I stay very aware of the audience, making sure that the message is landing while staying consistent with the brand's voice. And at the end for me, it's about being authentic while representing the brand.
This was on the same job and they informed me that we were gonna have a charter cruise for diehard jewelry fans. The moment that I heard that, I knew I had to pivot and I changed my whole messaging and presentation style. Instead of trying to give them emotions, I decided to give them facts. Why did I change? Because they were very large jewelry collectors. The emotion was already there, was already gone. So by giving them information they might not know, I would start igniting again that passion for jewelry. It turned out great, the sales skyrocketed as well, and these people that had been collecting jewelry for years were approaching me to give them more information and facts about different stones, settings, and such. And this was such a rewarding time for me.
Okay, this is the same job, and every now and then we had charter cruises. Charter cruises meant that it was a specific type of people boarding the ship. In this instance, it was diehard fans of jewelry. They had collections that you couldn't imagine. And I knew that in this instance, emotion would not help because they were there already. So what I did was that, again, I shifted. And what I did was I investigated everything about jewelry, giving them information they had no idea, giving them very hard specifications, not only of the stone, but where it came from, what it meant for different people, what can the jewelry bring for them. This allowed them to discover another side of their passion that they didn't know it existed. And it really helped me connect with them as well.
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Competent in utilizing CRM systems for customer management and sales support.
Royal Caribbean International
Managed high-volume guest interactions, guiding customers through booking processes and service inquiries in a fast-paced environment. Handled customer concerns and escalations, ensuring timely resolution and maintaining guest satisfaction. Maintained accurate CRM records and supported sales and performance tracking activities. Collaborated with marketing and guest services teams to support promotional initiatives and improve guest engagement. Provided peer support during peak operations to ensure service consistency and smooth workflow
Effy Jewelry
Delivered personalized customer experiences in a high-volume international retail environment. Trained and onboarded new team members on CRM systems, customer interaction standards, and sales processes. Coached colleagues on communication techniques and service delivery to maintain consistent customer experience. Handled complex customer situations and escalations, ensuring resolution and customer retention. Collaborated with internal teams and cruise staff to ensure seamless operations during peak periods
Olympus, Sitel
Provided customer support via phone and email while maintaining strong customer satisfaction levels. Trained new hires on CRM systems, call flow structure, and customer service protocols. Supported team development by guiding colleagues on handling calls and improving communication. Identified areas for improvement and provided structured feedback to enhance performance. Handled high-volume inquiries while maintaining accuracy and efficiency
Well, on the same setting, on the same job that I had to deliver live jewelry presentations, every now and then we had these special cruises. And they were charter, charter cruises. So each charter cruise brought different type of people. There was one charter cruise that was people that were diehard fans of jewelry. So I quickly had to shift my presentation style and the things that I was saying. Because I did not need to connect emotionally with these people because they were already there. They were already collecting jewelry. And in this instance, I basically had to really give them the specs and make them more excited about learning more about jewelry. It still wasn't just about selling, it still wasn't just about giving a price because they're jewelry collectors, so they're gonna buy it. But it was more about data and information about jewelry that they had no idea. So I started doing my own research, investigating everything regarding jewelry, and giving them different type of information they were not aware. Where did it come from? What was happening in that area? What was that country famous for? How were they mining these gems? What did the gem meant in different type of civilizations? So it started bringing out and reinforcing their passion to jewelry in such a different way that that also helped me.
One experience that stands out was when I started delivering live jewelry presentations, both on the theater and retail settings on board. At first I focused solely on the product, the specs, the manufacturing process, the value, and I quickly noticed that guests were not engaging. The brand that I was representing was a family-owned business built on legacy, pieces passed on from generation to generation. So I quickly shifted my approach. Instead of selling jewelry, I would sell emotion. I would invite people to think about family members, milestones, celebrations, people, or memories they would like to carry or pass on. And the shift was immediate. People became more engaged, more present, and more emotionally connected. Now, as soon as we had this shift, sales skyrocketed. And not only that, but people were coming back to share their stories with me and even thanking me for helping them find something meaningful. So this was a very important understanding on my side that representing a brand and delivering presentations, it's not only about talking, but it's about connecting to audience, to your audience, so you can deliver emotions and bring something inside of them that it's important for the brand, but it's important for their lives.
One experience that stands out was when I started delivering live presentations.
Hi, my name is Catalina. I'm very excited about the event presenter and brand ambassador role. I have strong communication skills and experience engaging diverse audiences, delivering clear, energetic presentations, and representing brands professionally.
Hi, my name is Catalina. I'm very excited about the Event Presenter and Brand Ambassador role. I have strong communication skills and experience engaging diverse audiences, delivering clear, energetic presentations, and representing brands professionally.
