Customer Service Real Estate

Christopher Leserra

Email: *********@********.***

Address: *** ** **** ** *** 8-7

City: Stuart

State: FL

Zip: 34994

Country: USA

Phone: 772-***-****

Skill Level: Director

Salary Range: $20,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Christopher Leserra

Leserra Properties LLC Founder-CO Owner Co-Founder Owner MMRE Group

Location

Miami/Fort Lauderdale Area

Industry

Travel/Airline/Real Estate

Christopher Leserra's Overview

Past

* Vice President CO-Owner CO-Founder at MMRE Group

* Realtor at Keller Williams

* CEO-President at Leserra Properties LLC-Founder and CO-Owner

* Sabre Ticketing at Online Vacation Center

* Realtor at MAJESTIC PROPERTIES

* Interactive Travel at Inter globe Travel

* Interactive Travel Agent at American Express Business Travel

* Front Office Manage rat Marriott Hotel

* Concierge-Employe eat Century Hotel

* Concierge/Special Services-Employee at United Airlines

* Concierge-Employee at Hotel Astor

* Station Manager-Employee at Leisure Air

* Team Leader-Employee at Peoples Express Airlines / Continental Airlines

Education

* Northwood University Business

* Glades Day School US-Florida

* Gold Coast School Of Real Estate

Christopher Leserra's Summary

Objective:

To obtain a professional position that will utilize my background and offer me the opportunity of upward mobility and creativity. Years of relevant work experience:

More than 15 Years

Specialties

Multi GDS Sabre, Amadeus, Shares, Apollo and Worldspan

Christopher Leserra's Experience

Vice President CO-Owner CO-Founder

MMRE Group

May 2011- September 2011 (5 months)Miami/Fort Lauderdale Area

Investment Real Estate Company

Realtor

Keller Williams

Privately Held; 10,001+ employees; Real Estate industry

January 2010- September 2011 (1 year 9 months)Miami Beach Florida

Whether you are buying or selling a property in Miami or Miami Beach and beyond, my goal is to provide the tools and resources you need to make a smart and stress free real estate investment.

CEO-President

Leserra Properties LLC-Founder and CO-Owner

March 2006- September 2011 (5 years 7 months)Miami/Fort Lauderdale Area

Property Management

Sabre Ticketing

Online Vacation Center

Public Company; 51-200 employees; ONVC.OB; Leisure, Travel & Tourism industry

March 2009- January 2010 (11 months)Plantation FL

Online Vacation Center

Participate in the planning and implementation of new software programs or system enhancements for Travel Services Maintain excellent utilization of and relationships with airlines and hotels Reviews and manages air, hotel and transportation cost and ensures that meet budgeted targets Participate in budget forecasting and reviews Develop and implement Quality Control strategies that will improve the agents' work performance and increase customer service levels Create and maintain a metric system to analyze and justify staff increases or decreases Responsible for setting Fare Variance guidelines and procedures and ensure that the supervisors and staff follow them Consistently motivate and coach staff to achieve excellence Handle all escalated service calls, professionally and in a timely manner. Identify the core of the problem and find ways to better service our guests Liaise and develop a rapport with all airlines, vendors, internal and external guests Ensure that guests with flight interruptions are handled professionally and within an acceptable time frame; guest updates are sent to ship board and pier personnel Communicate and work with airlines/suppliers to waive penalties and assist our mutual guests for ship delays or voyage changes Plan, allocate and manage staff resources that outline and support department procedures and set standards. Oversee training and development of direct reports and provide feedback during probation period by submitting required department evaluation form

Skills: Sabre

Realtor

MAJESTIC PROPERTIES

Privately Held; 201-500 employees; Real Estate industry

January 2000- January 2010 (10 years 1 month)Miami Beach

Realtor

Interactive Travel

Interglobe Travel

August 2006- March 2009 (2 years 8 months)Miami/Fort Lauderdale Area

Responsible for the timely and accurate servicing of Travel arrangements for clients. Emphasis on the support of ticketing and exchanges. Additional duties include navigational and internet support. Perform functions in changes and exchanges to existing bookings, working with 2nd level support to est. critical impacts to the customers booking tools. Ensure above optimum customer service through effective use of the worldwide web, multi GDS systems and handling special customer request and maintains excellent client relations.

Interactive Travel Agent

American Express Business Travel

Public Company; 10,001+ employees; AXP; Financial Services industry

March 2001- March 2006 (5 years 1 month)Miami Lakes Florida

Responsible for the timely and accurate servicing of arrangements for leisure clients. Emphasis on the support of ticketing and exchanges. Additional duties include navigational and internet support. Perform functions in changes and exchanges to existing bookings, working with 2nd level support to est. critical impacts to the customers booking tools. Ensure above optimum customer service through effective use of the worldwide web, multi GDS systems and positive telephone service techniques; handling special customer request and excellent client relations.

Front Office Manager

Marriott Hotel

Privately Held; 501-1000 employees; Human Resources industry

July 1999- January 2000 (7 months)Palm Beach Gardens

Assist in interviewing selection, training and counseling of front office associates, ensuring hospitality standards are maintained. Ensured all guest concerns and requests are resolved promptly and properly. Verify the accuracy of opening count. Maintain and control all room blocks, pre-registration and pre-assignment of rooms. Ensured checkouts have been pulled and verified periodically. Ensured the accuracy and completion of all folios, room changes, credit approvals, etc

Concierge-Employee

Century Hotel

December 1998- July 1999 (8 months)Miami Beach Florida

Provide information to guest/visitor inquiries; coordinate all guest requests for special arrangement of services, courteously, efficiently informed the guest of hotel services, features and room amenities.

Concierge/Special Services-Employee

United Airlines

Public Company; 10,001+ employees; UAUA; Airlines/Aviation industry

June 1997- October 1998 (1 year 5 months)Miami International

Assist customers with quoting fares and schedules, making reservations, issuing tickets, baggage check-in, flight check-in/boarding, resolving disservice situations, and cash handling transactions-assist customers with quoting fares and schedules, making reservations, issuing tickets, baggage check-in, flight check-in/boarding, resolving disservice situations, and cash handling transactions Provided Quality Service and Achieve Superior Customer Satisfaction *Resolve customer service and operational problems during tour of duty *Work in operation during peak or irregular periods *Spend majority of time in the operation, interacting with customers and employees *Prepare customer correspondence *Use cross-functional teams to generate and implement quality improvement ideas *Evaluate team performance through corporate quality control measurements, Meet Profitability and Cost Control Goals *Develop and monitor budgets and spending *Actively seek cost reduction ideas *Monitor lost time and administer the Attendance Control Policy Ensure Compliance with all Operations, Safety, FAA and Other Government Requirements during Tour of Duty *Investigates discrepancies and compiles statistical data for compliance purposes Provide Team Members with Fair and Equitable Treatment *Coach and counsel personnel and provide guidance to team on customer service and performance issues *Conduct performance reviews for team members on a regular basis *Document employee performance *Encourage employee teamwork to generate and implement individual and team's best ideas *Respond to employees' professional and personal issues.

Concierge-Employee

Hotel Astor

Privately Held; 11-50 employees; Hospitality industry

January 1995- May 1997 (2 years 5 months)Miami Beach Florida

Answer questions regarding and/or making arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, child care, transportation, religious workshop, cultural activities, shopping, floral services, and others. Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein. Process and notify guests of receipt of facsimiles, mail, messages and packages. Assist guests in sending of such services. Maintain current information and materials regarding hotel facilities and services, local restaurants and attractions.

Station Manager-Employee

Leisure Air

November 1993- January 1995 (1 year 3 months)Greater Atlanta Area

Administrative facilitator to the VP of Station operations. Performed all or some combination of the following duties: sort, prioritize, and reply to correspondence received; answer and respond to telephone calls; maintain and update schedules on an ongoing basis. Acts as an information resource and refers inquiries to the appropriate department or individual, when necessary. Prioritizes and manages a variety of diverse tasks and assignments, including but not limited to the following activities. Tracks work schedules and complete the payroll process. Maintained complete and accurate files through the development of filling systems and classifying, arranging, and discarding materials. Maintained the confidentiality of personnel records, paperwork, and information. Collected, compiled and input data and information in order to produce reports. Performs activities associated with business or pleasure ticketing and travel planning including; maintaining ticket records, making reservations, and processing expense reports. Coordinated and planed meetings, inside and outside the company. Maintained inventory of supplies. Performed other duties Customer Satisfaction *Resolve customer service and operational problems during tour of duty *Work in operation during peak or irregular periods *Spend majority of time in the operation, interacting with customers and employees *Prepare customer correspondence *Use cross-functional teams to generate and implement quality improvement ideas *Evaluate team performance through corporate quality control measurements, Meet Profitability and Cost Control Goals *Develop and monitor budgets and spending *Actively seek cost reduction ideas *Monitor lost time and administer the Attendance Control Policy Ensure Compliance with all Operations, Safety, FAA and Other Government Requirements during Tour of Duty *

Team Leader-Employee

Peoples Express Airlines / Continental Airlines

Public Company; 10,001+ employees; CAL; Airlines/Aviation industry

June 1985- February 1993 (7 years 9 months)Palm Beach International Airport

Directed, maintained and lead staff to meet and or exceed company performance objectives. Provided exceptional customer service to our customers transit the airport. Ensured compliance with all US federal and local government regulations. Ensured safety of all company assets. Ensured compliance with all company corporate policy and procedures. Developed and maintain an environment in alliance with corporate philosophy. Assist customers with quoting fares and schedules, making reservations, issuing tickets, baggage check-in, flight check-in/boarding, resolving disservice situations, and cash handling transactions Provided Quality Service and Achieve Superior Customer Satisfaction *Resolve customer service and operational problems during tour of duty *Work in operation during peak or irregular periods *Spend majority of time in the operation, interacting with customers and employees *Prepare customer correspondence *Use cross-functional teams to generate and implement quality improvement ideas *Evaluate team performance through corporate quality control measurements, Meet Profitability and Cost Control Goals *Develop and monitor budgets and spending *Actively seek cost reduction ideas *Monitor lost time and administer the Attendance Control Policy Ensure Compliance with all Operations, Safety, FAA and Other Government Requirements during Tour of Duty *Investigates discrepancies and compiles statistical data for compliance purposes Provide Team Members with Fair and Equitable Treatment *Coach and counsel personnel and provide guidance to team on customer service and performance issues *Conduct performance reviews for team members on a regular basis *Document employee performance *Encourage employee teamwork to generate and implement individual and team's best ideas *Respond to employees' professional and personal issues *Conduct investigations and Boards of Inquiry and, when necessary, dismiss employees for performance or attendance issues Run an Effective Operation *,

Christopher Leserra's Certifications

* Florida Real Estate Lic.

* State of Florida

* License 0676721

* January 1999

Christopher Leserra's Skills & Expertise

1 Monster

2 Airport Management

3 Amadeus

4 Shares,Sabre

5 Relocation

6 Selling

7 Real Estate

8 Short Sales

9 Sellers

Christopher Leserra's Education

Northwood University Business

Bachelor's degree,Business Administration and Management, General

1985 - 1989

Glades Day School US-Florida

High School or,General Studies

1981 - 1985

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