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Milena
Customer Service & Hospitality Professional with 15+ years in Travel, Hospitality, and Call Center Industries
Video resume
Contact
Competencies
Exceptional ability to understand and meet customer needs, ensuring high satisfaction and loyalty.
Proven expertise in managing hotel operations, lounge services, and guest relations.
Fluent in English and Spanish, with extensive experience in bilingual customer support and concierge services.
Skilled in leading teams, staff development, and implementing training programs to optimize performance.
Proficient in Office Suite, Marsha, Opera, and Zeus for operational and administrative tasks.
Education
Languages
Summary
Dedicated professional with over 15 years in hospitality, travel, and call center industries. Skilled in guest relations, team leadership, and bilingual support, delivering exceptional service and operational excellence.
Key Achievements
- Led lounge operations and staff training at Marriott, enhancing guest experience and operational efficiency.
- Managed bilingual customer service teams at Teleperformance and IGT Solutions, improving client satisfaction scores.
- Provided concierge services at Royal Caribbean, delivering personalized experiences to high-profile guests.
- Developed and implemented staff training programs in hospitality and customer service, boosting team performance.
Experience
Call center bilingual agent
Call center bilingual agent
Executive Lounge Manager
Managed Lounge operations and personnel. Leading staff training and development initiatives
Senior Guest Services Officer
Concierge
Skills
Video Transcript
Video Transcript 1
Well, the strategy that I will use in this case will be first giving priority to the shipping promise date. That will be the first one. And also I will have a customer type. I don't know if it's any membership or something that we will need to consider before sending or dispatching. Also the availability that as the company we have. Also, I'll take in consideration the geography, meaning the road or, you know, the position that the dispatch should be go through. And finally, if it's any type of product, then I will consider that as well.
Video Transcript 2
Hi, my name is Catherine. I'm from Colombia. I'm looking for a job that allow me to work from home since I have a two-year-old baby. I have over 20 years of experience in customer service, so I know how important it is to give your customers the first impression and to be the first contact to guide them properly. So I would appreciate if you can review my resume, and I'm looking forward to hear from you. Thank you so much.