Customer Service

Experienced, multilingual professional with a proven track record of 10+ years of superb customer service. Ability to develop and implement human resource practices and procedure to ensure an effective workplace. Analytical, detail-orientated expert with the aptitude to examine situations and provide solutions.

Areas of Strength and Expertise

Verbal & Written Skills

Hospitality

Fosse & Lightspeed

English, Portuguese & Spanish

Strategic Planning & Analysis

Leadership & Motivation

Customer Care

Budgetary Analysis

Relationship Building

Professional Experience

Navy Federal Credit Union, Naval Support Activity, Bahrain 2014-2016

Supervisor, Branch Operations

Increased cash flow through self-auditing efforts and marketing and promotional activities

Recruited, trained, motivated and evaluated new team members through incentive implementation

Maintained compliance for all security, safety, emergency and HR related policies and procedures

Improved company efficiency by monitoring and leveraging appropriate resources

Blizzard Entertainment, Austin, TX 2012-2014

Customer & Billing Support

Increased customer satisfaction through successful solution-focused communication and problem-solving techniques

Maintained customer confidentiality while performing account maintenance and data entry

Provided solutions via phone, chat, and email in a timely and accurate manner as first point of contact for call center customer inquiries and issues

Sheraton Austin Hotel at the Capitol, Austin, TX 2011-2012

Front Office Supervisor

Trained and supervised all front desk employees and PBX associates

Developed daily summary reports to all department heads and supervisors

Utilized social media and email to support company awareness and guest satisfaction

Marriott Courtyard Rancho Bernardo, San Diego, CA 2006-2010

Sales & Catering Coordinator

Coordinated group housing contract, room blocks and rooming lists

Increased revenue through direct calling, cold-calling, site tours and breakfast networking

Improved front desk efficiency through successful management of guest accounts and customer service polices

Collaborated with front desk staff and supervisors to maintain hotel’s customer satisfaction expectations

Education

Bachelor of Science in Business Administration, 2004 Centro Integrado de Ensino Superior do Amazonas

Awards

Employee of the Quarter, 2015 Navy Federal Credit Union

Employee of the Month, 2010 Sheraton Austin Hotel

Employee of the Year, 2007 Marriott Courtyard

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