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Customer Service Manager

Miami, Florida, United States
November 08, 2018

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Ariel Fabregas

Leisure Travel, Tourism, Hospitality professional



Commercial Director

Vivid Travel Ltd (previous Vstar Travel Ltd)

Start-up Luxury online tour-operator. Build up the commercial foundations. Competitor analysis, selection of destinations and products. Assist in the brand building process. Build up relationship with travel providers and hotels. Assist the board with ad-hoc assignments.

Managing Director

Travel Republic Ltd - Emirates Group

Start-up the company's first international operation/branch. Source office venue, setting up and fitting office, sourcing personnel, training and coaching staff, and managing the operation throughout. Supervision: website translation, content review. Call center management (Sales and Customer Services). Responsible for the Call centre budget. Human Resources direct responsibility. Sourcing personnel, full selection process, complying with local regulations from start to finish. Responsible for staff payroll, performance reviews, and disciplinary processes. Overseeing the closure of the operation with the subsequent employee dismissal process. (50+ staff) Hotel Purchasing /contract manager

Travel Republic Ltd - Emirates Group

Purchasing responsibility. Hotel contracts management. Create portfolio of directly contracted hotels for the first time for Travel Republic in Spain. Build relationship with new Hotels. Negotiate competitive rates, source special offers and provide full support from the sales perspective to the customer service aspect. Constantly monitor performance, through price comparison exercise and regular analysis of KPI data. Reporting and presenting on a regular basis. Revenue accountability.

Customer Relations Manager

Travel Republic Ltd

Personal Info


Miami 33186, USA







Decision making




Conflict resolution

Highly operational, organized


Outlook, Excel, Word, Power point

New media: social, mobile and search

Thrive in multicultural environment


Bilingual: Spanish and English




Passionate travel & hospitality professional with more than 15 years of experience. Goal oriented with a can-do attitude. Self-motivated with strong leadership skills who enjoys building teams. Thrives in multicultural environment. Excellent communicator with great people skills. Bilingual Spanish-English and learning other languages. Computer literate, up-to-date with new media: social, mobile and search. Analytical and numerical, persistent and persuasive, confident and loyal. Looking for my next great job opportunity having recently relocated to the US.

*** Master certificate in Hospitality management with Cornell University. ***

-Completed July 2018-

Build up the customer relation department. Set up procedures and streamline processes to reduce customer complaints ratio. Assist in the development of an in-house electronic complaint management system. Customer Relations Manager

Air Malta and Holiday Malta.

Maltese airline and Tour-operator in London, UK.

Handling customer complaints and respond to customers following the company ́s quality and service standards.

TUI-UK - Various positions

Tui UK (Thomson Holidays)

1999 - 2001: Resort reservation, customer service and administration executive. 2001 - 2003: Customer service team leader.

2003 - 2005: Resort customer service and sales representative. Education

Cornell University at Ithaca New York

Master – Hospitality management.

Revenue management, leadership, new media, financial statements. International Tourism Academy – Varadero, Cuba

Postgraduate certificate – Tourism and hospitality marketing. University of Matanzas at Matanzas, Cuba

BA – English literature and language.

English-Spanish translations and interpreting.

History, literature, language and culture of English speaking countries. Methodology – Teaching English as second language. 09-2008




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