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Customer Service Agent
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Competencies
Provided end-to-end support, complaint resolution, and customer communication in hospitality and platform settings.
Engaged in cross-selling, upselling, and closing sales for hotel room bookings and add-on services.
Supported onboarding of new agents and served as a resource for operational questions within customer support teams.
Utilized CRM systems and managed back-office tasks to support customer service and sales processes.
Education
Languages
Summary
Experienced in delivering customer satisfaction, supporting agents, and boosting sales in hospitality and platform support roles.
Key Achievements
- Handled guest retention and issue resolution for Airbnb and L’Oréal, improving customer satisfaction.
- Supported onboarding and training of new customer support agents, contributing to operational efficiency.
- Owned cross-selling and upselling initiatives, supporting hotel sales and service improvements.
Experience
Customer Service Agent
Handled guest retention for Airbnb when travelers considered leaving their current stay; resolved issues to encourage guests to continue their reservation., Supported subscription retention for L’Oréal users considering cancellation by addressing concerns and proposing suitable options., Delivered...
Customer Service & Sales Specialist
Owned cross-selling/upselling and closing of room sales for the Linchris hotel portfolio (e.g., higher room categories, add-ons, and packages)., Supported five hotel accounts including JW Marriott Savannah and Fontainebleau Miami Beach, ensuring prompt and effective guest assistance., Transitioned...