Customer Service Manager

Lucy Maria Hernandez Escober

[pic]

***********@*******.*** . Cellular -469-***-****.

Professional Highlights

. Professional Resort Manager, Reservationists Manager, Sales Manager, and

Reservationists Agent with

a broad-based background in business development, human resources,

personnel management and Resort operations. Strong leadership and

motivational skills; proven ability to quickly build rapport, establish

trust, train and motivate people of all levels. Recognized for

professionalism, positive mental attitude, commitment to excellence, and

demonstrated ability to communicate and interact effectively with senior

management, associates, and customers. Big-picture focus on company goals

has produced increased efficiencies in production and sales. Human

Resource Management, Interviewing / Training / Developing Personnel,

Benefits-Wage Administration, Management Expense and Inventory Control

Policies. Twelve years of experience in business management, sales and

sales forecasting, strategic planning, customer service, employee

supervision and development, marketing, wedding planner administrative

duties, up-sale. Well-developed communication skills demonstrated through

successful interaction with customers and staff, production of detailed

written sales and projections. Ability to establish and maintain

professional relationships.

Highlights of Qualifications

. Fast-tracked employee communications by ensuring transparency

through regular progress updates. Set

expectations for staff to aim towards a smooth transition. Assisted

sales team in promoting new client

business; helped generate revenues for Paya Bay Resort.

. Selected to develop and implement top-performing sales teams, focused on

achieving and surpassing company goals and customer expectations.

Developed and initiated innovative sales, marketing, and customer service

strategies resulting in an increased profit. Designed and developed

employee empowerment.

. Single-handedly developed and executed staff training and development

strategies, motivating and mentoring to level of service excellence.

Implemented Key Performance Indicators and coaching to achieve targets.

Dramatically increased customer loyalty, with feedback received

indicating helpful, polite staff being the major reason. Client feedback

further motivated staff and produced happy relaxed work environment.

Experience

Paya Bay Resort

2007-2010

Reservations Manager /Assistant Manager

. Lead by example; setting the right example and having actions that speak

louder than words; modeling world-class customer service, sales

performance, and a winning attitude; define the team vision and

celebrates performance successes as goals are met & exceeded. Recommend

and participate in all management decisions including goal setting,

talent assessment, performance management, recruitment and development.

. Provide coaching and direction to the Resort team to take action and to

achieve operational goals; constantly reviews store environment and key

business indicators to identify problems, concerns, and opportunities for

improvement. Coordinate training to staff to ensure all employees are

trained in procedures such as opening and closing, cashiering, returns

and all other functions related to the operation of Paya Bay Resort.

. Demonstrate confidence and focus during periods of high volume or

unexpected events to keep store operating to standard and to set a

positive example for the Paya Bay Resort team.

. Constantly reviewing emails for bookings on a continuous basis. This had

consisted of building relationships with online customers, over the phone

and in person. In addition, collecting payments, deposit and assisting

with any customer needs to value a great stay at Paya Bay Resort.

Tropicalrez

2005-2007

Reservations Specialist

. Taking care of booking in the Island of Roatan up to the mainland.

. Promote packages

. Promoting activities around the island and the mainland.

. In charge of receiving payments from customers.

. Confirming and reconfirming booking with different Resorts and Vacation

Rentals.

. Assisted customers with any discrepancies and activities.

. Assisted customers with emails and international inbound and outbound

calls.

Palmetto Bay Resort

2006

Reservations Manager

. Human Resource

. Scheduling

. Meetings

. Conversion Rate

. Dollar per transactions and Daily activities.

. Taking care of booking in the Island of Roatan up to the mainland.

. Promote packages

. Promoting activities around the island and the mainland.

. In charge of receiving payments from customers.

. Confirming and reconfirming booking with different Resorts and

Vacation Rentals.

. Assisted customers with any discrepancies and activities.

. Assisted customers with emails and international inbound and outbound

calls.

Misty Lodge

2002-2005

General Manager

. Managed a smooth transition to help improve increases by developing the

team to understand the importance of sales vs. goals.

. To ensure the staff of great benefits behind a successful team and

store.

. Manage Daily operations such as, providing effective training in the

areas of customer service.

. Implementing strategic thinking and planning.

. Utilize existing tools to identify and prioritize communications and

regularly uses discretion to filter communications to the Resort team;

communicate clearly, concisely and accurately in order to ensure

effective Resort operations.

. Sharpen skills by establishing development goals with manager, on the job

training, utilizing internal and external training programs; work towards

the goal of obtaining a great Resort execution.

. Provide coaching and direction to the store team to take action and

to achieve operational goals.

Paradise Tours/MC tours

1998-2002

Reservations Agent/ Sales Manager

. Evaluated, established goals, and set performance standards.

. Developed staffing plans.

. Work schedules.

. Commission budgets and time lines.

. Generated system audit reports, error and accident reports.

. Assigned departments.

. Promote packages.

. Promoting activities around the island and the mainland.

. In charge of receiving payments from customers.

. Confirming and reconfirming booking with different Resorts and

Vacation Rentals.

. Assisted customers with any discrepancies and activities.

. Assisted customers with emails and international inbound and outbound

calls.

. Issue local and International flights and well a international packages

that includes, Hotel, transfers and in some cases entries to different

Attractions' all over the world

Mundirama

1996-1998

Travel Agency

. In charge of receiving payments from customers.

. Confirming and reconfirming booking with different Resorts and

Vacation Rentals.

. Assisted customers with any discrepancies and activities.

. Assisted customers with emails and international inbound and outbound

calls.

. Issue local and International flights and well a international packages

that includes, Hotel, transfers and in some cases entries to different

Attractions' all over the world

Education

Cape Town Hotel-school for Hospitality, Tourism Management (Degree in

tourism) 2002-2004

UNAH ( Lic. en Comercio Internacional) 1990-1995

Glendale High School (High School Diploma) 1994-1990

Sagrado Corazon de Jesus (Elementary School) 1990-1979

Languages:

. Spanish

. English

. Italian

. Portuguese 20%

Other Studies:

Sales and Marketing (America Express) Miami. Florida

System One Amadeus (Continental Airlines) Houston, Texas

Sales and Marketing (MC Tours) San Pedro Sula

Business Symposium (Instituto Hondureno de Turismo) Tegucigalpa, Honduras

. On Sept 17 I will be moving to a one bedroom apartment

at the Budget suites of America Grand Prairie.

I have a legal right to work and remain in the U.S.

Reference upon available request

Contact this candidate