Customer Service Sales

CONNIE PACHECO

Toronto, ON 647-***-**** ******.*********@*****.** https://www.linkedin.com/in/connie-pacheco

PROFILE

An enthusiastic, results-driven Senior Customer Service, Distribution Specialist with 20+ years’ experience in the hospitality industry. A loyal professional with a proven track record of exceeding client and employer expectations by delivering first-rate service in areas of communications, facilitation, administration, and coordination. A highly-adaptable team player, highly proficient in cross-functional duties specific to the hospitality field. A seasoned talent who strikes excellent rapport and then builds strong relationships with key partners while streamlining corporate processes to grow corporate initiatives. A personable leader who effectively problem solves and maintains calm decorum, even in challenging, fast-paced environments to increase company morale and bottom line profitability. Key Competencies Include:

Service Now CRM Solutions • OTA Spreadsheet Management • Interpersonal Communications • Opera • PMS • MS Office Suite • GDS • FS.com & Mobile APP • Lanyon • OTA Extranets • TRUST Sabre Synxis • Distribution Management

Mentorship, Junior Staff Training

PROFESSIONAL EXPERIENCE

MARLEE DENTAL OFFICE, Toronto, ON 2018 – 2018

DENTAL RECEPTIONIST (2018 – 2018)

Greeted patients by smiling and making eye contact

Answered incoming calls and responded to approximately 100 patient inquiries daily

Coordinated with dental insurance companies to ensure claims were paid

Accuratly entered and maintained all patient records and medical information into data system

Managed dentists’ and hygienist schedules by confirming patients appointments

Key Achievement:

Performed a wide array of tasks to ensure the proper functioning of the office

Worked with teammates to create a positive, high-energy office atomsphere

FOUR SEASONS HOTELS & RESORTS, Toronto, ON 2011 – 2018

DISTRIBUTION SPECIALIST (2015 – 2018)

Utilized diverse software programs such as MS Office Suite, GDS, FS.com, Lanyon, TRUST Sabre Synxis, and Revenue Management Portal, PMS, ORS

Improved workflow distribution in liaison with other organizations

Built and developed productive, mutually-beneficial, and trustworthy relationships

Handled the Distribution Portal Calendar launched for new hotels

Managed, maintained package rates and inventory through all connected channels

Coordinated with Director of Revenue, Reservations Managers, Director of Marketing, and Worldwide Sales Managers on customer service support issues, resolutions

Key Achievement:

Supported a plethora of hotel executives and sales managers, both interdepartmentally and externally, resulting in excellent process streamlining and significant reduction in lost revenue

OTA ONLINE TRAVEL AGENCY SPECIALIST (2012 – 2015)

Updated highly-accurate rates, availability, cancellation policies, and taxes data and information in HBSI Demand Gateway

Guaranteed hotel needs, requests were met in a timely, effective fashion

Chaired meetings and conference calls with hotels, sales offices, and partners

Facilitated orientation, training for new hires; mentored junior staff

Managed complex OTA spreadsheets

Key Achievements:

Performed regular, cross-functional support duties for hotel locations and OTA, resulting in improved information and documentation accuracy, saving company both time and money

Initiated new hotels through OTA partners; worked closely to ensure process conformance, resulting in improved compliance

CUSTOMER SERVICE LEAD AGENT (2011 – 2012)

Served current and prospective guests in all aspects of reservations to ensure a personalized stay

Aided Reservation Sales Specialists with coaching, daily job function and assisted with prevention, de-escalation of issues and complaints

Authored guest profiles with updated data; maintained personal preferences

Provided feedback for properties on reservation-related concerns

Monitored agent performance through CMS Real Time and historical reports

Targeted communication received through various channels regarding reservations, WRO operating systems, and profile queries

Completed projects ahead of deadlines, building trust with Directors and senior staff

Key Achievements:

Led, motivated teams of agents, resulting in increased effectiveness of support given to Managers at hotel locations and, ultimately, dramatically-improved client engagement and satisfaction

Received Platinum Top Sales Lead Agent designation, subsequent promotion, and monetary reward for excellence in customer service

EDUCATION

Hospitality & Tourism Hotel Management Certificate

Toronto School of Business, Toronto, ON

VOLUNTEERISM

*Currently working with a special needs child and elderly

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