Sales Customer Service

Mendy M. Solórzano

*** ** ******** ***** * Port St Lucie, FL 34984

305-***-**** * abkdjq@r.postjobfree.com

** ***** *********** ********** *** Fortune 500 Companies

Enhancing performance and productivity for bottom-line results

SUMMARY

A charismatic leader, I have extensive hospitality experience. I have held positions in business

development, strategic sales, customer service and analysis. I am able to establish meaningful

relationships with potential vendors/clients, recognize and exploit market trends, effectively

negotiate contracts and skillfully inspect and uphold service standards while maintaining a

sensitive disposition between internal staff and clients.

CORE COMPETENCIES

Business Development Team leadership Project Management

Contract Negotiation Training Quantitative Analysis

Budget Management Sales Quality Control Certified Nursing Assistant

CAREER HIGHLIGHTS

Designed and developed research and special projects platform which enhanced customer

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service and worked single-handedly with outside Sales force and Senior Management to

ensure efficient cost effective service and savings for the company.

Established and managed over one thousand consumers turning them into loyal repeat

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clients

Analyzed Domestic and International hotel and transportation contracts and performed

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site inspections to negotiate rates and future contracts

SKILLS

• Proficient in Siebel, GDS – Amadeus & Sabre, Magellan, Polar, Talisma, Mapper, Enterprise,

Brio, Oracle, Revelex, POS and Microsoft programs such as Excel, Word, Power Point, Publisher,

Outlook and Money 2000

• Sustain immaculate data entry

• Impeccable written and verbal skills

EXPERIENCE

Assistant Store Manager, District Bridal Show Team Leader 1/2008-10/2008

Men’s Wearhouse Tux - Jensen Beach, FL

Managed retail and rental store where I managed a team up to 12 staff members. Successfully upheld

service standards, inventory control, analyze all retail and rental reports on a weekly basis and constantly

coached team by monitoring suggestive selling to maximize revenue. I exceeded both the

Hospitality/Service goal Retail sales goal each quarter. I also became the District Bridal Show leader

within only 6 weeks of my hire date.

Hotel and Transportation Analyst, Research and Special Projects Coordinator, Sales Captain,

Customer Service, TLC Team 2000 - 2007

Carnival Cruise Lines - Miami, FL

Hotel and Transportation Analyst is the Air/Sea Department’s liaison with hotels, transportation, and

service suppliers. The primary responsibilities are to initiate and participate in contract bids and

negotiations, set service standards and inspect supplier services to ensure said standards are met. I

implemented a new service standard by performing random audits for our transfer and hotel vendors by

ensuring that their staff met my expectations. This was to guarantee that the average Carnival guest did

receive quality service before and after their cruise.

As a Research and Special Projects Coordinator, the primary responsibility is to ensure that all guest

and/or travel agents receive efficient services for any research or current issues with their reservations.

Monitor all incoming calls and target guests with complaints to resolve their issue prior to cruise. I

assisted with the design of the Electronic Documents program and performed tests to be certain that each

guest was satisfied with the new documents procedures online. I co-created the TLC desk. This position

required that I worked with the Legal Department and Guest Relations executives and contact guests that

have had severe service complaints. I would develop a professional relationship and turn them in to a

repeat Carnival guest. I would stay in contact with them throughout the year.

As a Sales Captain, I assisted with the coaching of 25-30 agents within an outbound sales call center.

Cold calling and ongoing monitoring to ensure all calls were meeting expectations. As a member of the

team, I exceeded the monthly sales quota by 40%, while assisting my team with any questions or help

with their call campaigns.

Call Center Reservation Sales Coach 1998 - 2000

Delta Airlines - Coral Gables, FL

Managed a team of up to 18 reservations agents by providing leadership, supervising daily service levels

and sales quotas, monitored calls to ensure agents met mission statement and maintained a service goal of

98%. My position was responsible for quality assurance, quarterly reviews and appraisals. Each week, I

facilitated informational and motivational meetings with my team.

EDUCATION

Completed CNA program and currently enrolled in prerequisites for 2011 Nursing Program at IRSC

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