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Customer Support Specialist with 4+ years in Service & Hospitality Industries
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Competencies
Expert in resolving customer issues efficiently, ensuring high satisfaction and loyalty.
Skilled in active listening, conflict mediation, and providing empathetic support across channels.
Proven ability to diagnose and resolve technical and operational problems swiftly.
Experienced in utilizing Power BI, SQL, and Excel for data visualization and performance metrics.
Effective in managing detailed records, monitoring updates, and coordinating team activities.
Education
Languages
Summary
Dedicated professional with over 4 years of experience in customer support, property management, and hospitality. Skilled in resolving complex issues, enhancing customer satisfaction, and leveraging data for informed decision-making.
Key Achievements
- Achieved a 95% first-contact resolution rate while managing guest claims at The Office Gurus.
- Coordinated property maintenance and resolved fines, improving operational efficiency at Pronto BPO.
- Resolved technical issues and managed systems effectively during tenure at Teleperformance / TELUS.
- Streamlined customer ticket handling for booking errors and service complaints at The Functionary.
Experience
Customer Support
Resolution of technical problems, Query management, Handling incoming calls, Systems and software management
Property solution and maintenance coordinator
Coordinate with managers and team to resolve problems., Maintain detailed records of each job that needs to be performed., Provide periodic monitoring updates to each owner., Resolution of fines imposed by the respective mayor's office on a specific property., Adapt solutions to any setback that may arise.
Vacational hoteling resolution representative
Proactively addressed and managed guest claims via phone, email, and chat, achieving a [95%] first-contact resolution rate., Provided remote assistance to guests to resolve property access issues (smart lock codes, coordination with hosts)., Coordinated with local maintenance and cleaning crews to resolve critical incidents (lack of supplies, breakdowns)., Conducted post-incidence follow-ups with guests to verify satisfaction with the solution provided, increasing customer loyalty.
Traveler advisor and ticket selling
Managed and resolved customer tickets related to booking errors, seat assignments, and fare discrepancies., Addressed customer complaints regarding service delays, cleanliness, driver conduct, or onboard amenities., Assisted passengers during service disruptions.