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Competencies
10 of experience in guest services management
10 of experience in multilingual communication
10 of experience in multilingual communication
Proficient in Chinese for multilingual communication tasks
Proficient in Hotel Management Software for reservation systems tasks
Education
Languages
Summary
Professional profile
Experience
Customer Service Specialist
Delivered exceptional service to diverse clients, consistently meeting KPIs for customer satisfaction., Adapted to various customer profiles and provided tailored solutions to resolve issues efficiently., Supported U.S.-based clients such as Amazon, Verizon and Best Buy in bilingual (English/Spanish) customer service, retention, collection and IT support., Handled technical support and retention strategies to resolve service cancellations, improve loyalty, and enhance customer experience.
Front Desk Agent
Led guest satisfaction program that improved satisfaction scores by 55%., Implemented a real-time feedback system, allowing for rapid issue resolution., Improved front desk response time by implementing streamlined communication practices.
Front Desk Agent
Coordinated cultural immersion events to enhance guest experience., Developed a front desk cross-training program to boost team flexibility and service quality.