Carla Marchan
DIEGO MARTIN ,POS
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in PBX.
Overview
16
16
years of professional experience
Work History
Lead Reservations Agent
Hyatt Regency Trinidad
Port Of Spain
11.2007 - 02.2021
- Boosted bookings 50% using detailed knowledge of facility, services and offerings when closing reservations for customers.
- Managed all reservations and fielded inquiries for a multimillion dollar annual revenue hotel.
- Printed itineraries and tickets for average of 600 passengers each week.
- Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
- Provided clients with assistance in preparing required travel documents and forms.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
- Contacted customers to advise on travel conveyance changes and to confirm reservations.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Improved operations by working with team members and customers to find workable solutions.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
- Performed site evaluations, customer surveys and team audits.
Customer Service Representative
DirectOne
Port Of Spain
04.2005 - 11.2007
- Assessed customer needs and upsold products and services to maximize media and vacation sales.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted approximately 40 customers each day with billing inquiry questions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered service and support to each customer, paving way for future business opportunities.
- Answered 200+ inbound calls per day and directed to designated individuals or departments.
- Educated customers on special pricing opportunities and company offerings.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Reviewed account and service histories to identify trends and issues.
- Interviewed customers regarding service issues and reported feedback to management team.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Evaluated customer account information to assess current issues and determine potential solutions.
Education
GED -
Mucurapo Senior Comprehensive
Port of Spain 06.1988
GED -
Diego Martin Junior Secondary
Diego Martin 06.1986
Skills
- Phone etiquette
- Customer reservations
- Travel reservations
- Travel sales
- Telephone reception
Timeline
Lead Reservations Agent
Hyatt Regency Trinidad
11.2007 - 02.2021
Customer Service Representative
DirectOne
04.2005 - 11.2007
GED -
Mucurapo Senior Comprehensive
GED -
Diego Martin Junior Secondary