Customer Service Sales

Javier Chavez

**** * **** **, *** ***, Hialeah, FL 33018 / (Cell) 305-***-**** / acuucq@r.postjobfree.com

Professional Summary:

Highly results-oriented and proactive in finding cost-effective solutions to problems. Driven to surpass company goals. Dedicated to cutting costs and reducing employee turnover. Seasoned management professional who excels in establishing excellent working relations with customers, employees, vendors, contractors and media. Focused on team building and talent development by cultivating a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that thrive company growth.

Work History:

Customer Care and Reservations Associate:

Marriott Customer Care and Reservation Center. Doral, Florida, USA January 2016 to Current

Achieved a conversion percentage of calls into actual reservation of more than 34%.

Delivered personalized, lasting and satisfying service and experience to guests.

Sales associate:

Twin Brothers Transport / Silcary Enterprise. Hialeah, Florida, USA January 2014 to December 2015

Increased profits by 37% by keeping empty runs under 80-mile average, tracking truck mileage and expenses and getting a 25 cents per mile increase, despite of a more difficult environment .

Boosted gross sales by 31 % during the first 11 months of 2015.

Analyzed key aspects of the business to evaluate the factors driving results and summarizing results into weekly reports.

Effectively negotiated rates, agreements and contracts with brokers to ensure the operating budgets.

Cultivated trust between Twin Brothers Transport and brokers / customers by keeping a friendly and timely communication and by meeting schedules and quality standards.

Public Relations Specialist:

Rancho San Vicente Hotel. Viñales, Cuba March 2011 to November 2013

Helped increase customer satisfaction up to 4.87 out of 5 by providing initial contact to elite clientele, responding quickly, timely and diplomatically to their concerns and needs.

Contributed to raising stay rate from 1.5 to 3.7 nights by developing, handing out and presenting promotional materials at trade shows and fairs, interacting with the crowd and tour operators, thus generating enthusiasm and demand for the hotel products.

Planned and conducted market, customer and public opinion research to test new products and to evaluate options and implement solutions.

Developed and maintained constructive and cooperative relationships with staff, customers, tour leaders, suppliers and media.

General Manager at Cubanacan Hoteles, S.A.

La Ermita and Los Jazmines Hotels. Viñales, Cuba July 1993 to March 2011

Managed a highly motivated staff of over 150 for almost 14 years.

Developed and implemented strategic objectives and budgets to ensure achievement of profitability goals, and a high level of customer satisfaction through high quality standards, solid customer service and public relations..

Consistently year after year exceeded goals for sales, profits, expenses, inventory management, and productivity.

Developed strong relationships with department managers and staff, creating a cohesive and productive team within a deadline-driven and logistics-deficit environment.

Trained and supervised staff. Created and coordinated work schedule to ensure smooth hotel operations.

Managed the marketing mix to obtain an annual hotel occupancy rate of 89% from merely 38% over the 14-year period.

Professor

Superior Pedagogical Institute. Pinar del Rio, Cuba September 1985 to March 1993

Planned, organized, developed and control lessons for 8 years.

Trained and supervised students on research activities.

Graduated high-performance student-teachers.

Education:

MBA: Business Administration. Hermanos Saíz University. Pinar del Río, Cuba, 2008

BBA: Hotel and Commercial Management. Centro de Estudios Turísticos. Havana, Cuba. 1994

Bachelor of Arts: English Language and Literature Teaching. Superior Pedagogical Institute. Pinar del Río, Cuba. 1985

Skills:

Computer skills and Microsoft Office Suite proficient.

Bilingual: Good English and Spanish skills. Also French intermediate and German basic levels.

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