Customer Service Sales
Resume:
Esperanza “Hope” Cuesta
Miami Beach, FL 33140
Objective – I am seeking a professional position in a challenging environment where I can apply my 30 years’ experience providing administrative support to the daily operations of the business. My proficiency ranges from all types of Office/Word applications including Outlook, Excel and PowerPoint. I have proven ability to efficiently plan and manage multiple assignments to meet deadlines.
Consumer Service Specialist –
ABC Financial Services, Inc. – June 2015 to Sept 2016
Rewrite contracts and make changes to existing agreements for clients.
Provide owners with monthly dues collected and setup payouts.
Help club owners understand and use their client reporting system.
Assist members with updating their billing method.
Educate members on the term and conditions of their agreement providing cancellation procedures and resolving any problems or concerns.
Make outbound soft collection calls.
Address inbound emails from both clients and members taking the appropriate action and ensuring a response to each email.
Provide excellent customer service using my sales through service skills ensuring the callers first in every aspect of the call
Public Relations/Event Coordinator –
American Airlines – October 2013 to June 2015
Assist customers with their airline travel needs.
Identify concerns and personal requirements to offer options and/or solutions that are tailored to each individual.
Counsel the caller using knowledge of products and services to up sell and maximize their experience.
Provide excellent customer service using my sales through service skills ensuring the callers first in every aspect of the call.
Started and served as Secretary for the Miami Chapter of the Latin Diversity Network
Compangie du Ponant Yacht Cruises – November 2012 – October 2013
Assist Travel Partners and Direct Guests in booking their most memorable vacations on a French Luxury Yacht Cruise Liner with expeditions to Antarctica and Arctic Circle.
Coordinate voyages to the Mediterranean, Russia, Asia and Caribbean.
Provide office support between the sales team and travel partners.
Prepare travel documents, commissions, and invoicing.
Keep detailed logs of all bookings, inquiries and cancellations.
Prepare training material and incentive program.
Attend travel trade shows to offer cruise services to the travel industry.
Provide excellent customer service using my sales through service skills ensuring the callers first in every aspect of the call.
Walt Disney World Hotel and Resorts – April 2008 – October 2013
Assist families to create their dream vacation by using my expertise and product knowledge to enhance their vacation. Increase resort revenue by focusing on the guest and increased sale by suggesting additional features available to make their visit more memorable.
Surprise and delight the guest using my personal experiences while reinforcing the Walt Disney World Brand. Participate in the Spanish speaking language line to help create vacation packages for those families visiting Walt Disney World Resorts reassuring them that language is not a barrier.
Translated spiels from English to Spanish to assist teammates in providing Spanish Speaking Guests with the utmost Disney experience.
Provide excellent Guest Service by demonstrating my skills and resourcefulness in a high volume area.
Help teammates achieve set goals by creating specialized tips and techniques for which I received recognition by my leaders for my initiative and enthusiasm.
Consistently achieved an average Quality Monitoring score above 90%.
Provide excellent customer service using my sales through service skills ensuring the callers first in every aspect of the call
General Office Manager –
Signius Communications – February 2000 to August 2011
Analyzed prior influx of calls and forecast staffing needs.
Worked closely with new and existing clients in creating their account specific set-up, data entry order form and help menu best suited for their products and customer base.
Implemented Quality Monitoring program using recognition and accountability to promoted awareness of the ATSI/CAM-X Award of Excellence Program resulting in securing a position in the top 5 for six consecutive years.
Coordinated the new hire of agents including implementing agent training programs. Oversaw all aspects of daily operations including payroll, billing and collections, while managing a team of 60 agents.
Provide excellent customer service using my sales through service skills ensuring the callers first in every aspect of the call
Additional duties held throughout my employment at Signius Communications:
Administrative Assistant/Executive Assistant to Corporate Vice President (Part-Time)
Coordinate the daily schedule for the call centers in his region.
Assist the manager with all aspects of the business focusing on the billing and collection accounts.
Made travel arrangements for VP.
Prepare site analysis spreadsheet for all 54 sites to be presented at the weekly pipeline meetings.
Assist other GM’s with their office and traveling needs.
Education
Graduated High School from Miami Senior High in 1980
Associates in Arts - Business Administration - Miami-Dade Community College 1984
Recognition
Secretary of the Miami Chapter American Airlines Latin Diversity Network Employee Resource Group
Member of National Association for Professional Executive Women since 2007
Achieved the ATSI/CAM-X Award of Excellence since 2006
Skills
Bilingual Spanish/English. Demonstrated proficiency in Microsoft Word, Excel. Outlook and PowerPoint. Knowledge of NICE and Compass monitoring system, Aacorn reservation system, Startel CMC programming including statistical and analytical reports.
References available upon request
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