Customer Service Manager
Resume:
-*Jazmin Rojas
**** **** ***** #*** *****, FL ***66
*********@*******.***
SUMMARY OF QUALIFICATIONS:
• Energetic professional with over five years of experience in Customer Services,
dedicated to providing consistent and high quality customer Service
• Good conflict resolution skills; Work well under pressure and deadlines;
Responsible team-builder with strong leadership ability
• Excellent telephone and in-person skills; able to quickly establish rapport with
clients, identify needs, and match them with appropriate resources
• Highly organized, efficient, and energetic; able to create office systems that
improve workflow and enhance the overall environment
• Customer and Personal Service Knowledge of principles and processes for
providing customer and personal services. This includes customer needs
assessment, meeting quality standards for services, and evaluation of customer
satisfaction
• Administration and Management Knowledge of business and management
principles involved in strategic planning, resource allocation, human resources
modeling, leadership technique, production methods, and coordination of people
and resources
• Sales and Marketing Knowledge of principles and methods for showing,
promoting, and selling products or services. This includes marketing strategy and
tactics, product demonstration, sales techniques, and sales control systems
• Computer Proficient: MS Word, Excel, Access, PowerPoint, and Outlook
• Bilingual in English and Spanish (Speak, read and write)
PROFESSIONAL EXPERIENCE:
10/2008-05/2011 – Carnival Cruise Lines Miami, FL
Service Specialist
• Assist travel agents and guests with any changes to their current bookings (update
travel plans, cancel a guest, take payments)
• Answer general questions regarding their cruise, a port, an excursion, activities
pre/post their cruise
• Answer emails through Talisma software
• Adjust bookings if price has decreased
08/2008-11/2008 – Homestead Studio Suites Miami, FL
01/2008-08/2008 – Homestead Studio Suites Woodbridge, NJ
Front Desk Receptionist
• Checked in guests into the hotel
• Handled payments
• Ensured rooms were already prepared through housekeeping
• Assisted guests with questions regarding the area
• Assisted the hotel manager with reports
06/2006-03/2007 – Residence Inn Marriott Coconut Grove, Fl.
Front Desk Receptionist
• Checked in guests into the hotel
• Handled payments
• Ensured rooms were already prepared through housekeeping
• Assisted guests with questions regarding the area
• Assisted the hotel manager with reports.
EDUCATION: Miami Dade College Kendall, FL
Pursuing Associates degree in Hospitality/Tourism Management
REFERENCES AVAILABLE UPON REQUEST
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