Sales Customer

María Cristina Fuentes Duran

** ** ** *** ***** fl 33135 •Cell: 786-***-****•********@*****.***

Guest Services, Public Relations and Sales Executive

Graduated at Havana University as a Bachelor in English Language, with over 20 years of experience in sales, guest services and public relations for the travel industry, tourism and services. Responsible for assistance to clients, treatment of complaints and claims, public relations and customer services in Guitar, Tryp and Melia Hotels companies in Cuba. Operating management hotel system for reservations, sales and quality reports at the Client Assistance Department.

Professional strengths and abilities include:

Phone operator system / Marketing / Sales / Quality management /Tourism and Hospitality / Public relations / Travel Agency / Customer services / MS & Apple OS /MS Office/ Bilingual: English-Spanish

PROFESSIONAL EXPERIENCE

At this moment I am working at the agency Cubatravel Services as an airport clerk at Miami International airport checking documents to passengers travelling to Cuba through American airlines.

Business Center Executive

2007- 2016

Tryp Habana Libre -Melia Hotels International, Havana, Cuba

There, I worked as a sales promoter dealing with direct sales promotion and having information of activities for tourism in different ways. I guaranteed the correct functioning of the computers used by clients and helping them to use them. I also worked on effecting deposits and issue reports using computer equipment and other means of information to facilitate the promotional activities that develop tourism agencies, as well as tourist centers. I also worked to guarantee travel plans, working at the reservation office, supporting the hotel booking, suggesting modifications, and requesting for trips abroad through embassies mainly concerning the United States embassy, for which I empowered the required documentation for such a process as well as working online systems for any type of step in the different applications clients had.

Customer Assistance Executive

2004-2007

Tryp Habana Libre - Melia Hotels International, Havana, Cuba

I was promoted to the Client Assistance Department, in which we had the responsibility to assist clients and their complaints and suggestions. Computerized tracking of complaints, thanks and inquiries from customers across the Cuba Division. Performed daily processing of customer surveys as well as preparing reports for senior management. Daily monitoring of customer reviews on websites and social networks (e.g. TripAdvisor and ReviewPro). At that time, I received a course about ethical tourism and client assistance. I was there for four years giving information about hotel services, offering abundance as restaurants, excursions and flights.

Phone Operator

1997-2004

Tryp Habana Libre - Melia Hotels International, Havana, Cuba

There, we received external and internal phone calls. We gave assistance to clients in terms of information about the different services we had or anything concerning to our services, such as restaurants, hours of services, and places to visit in the city or in any other place of the country, I atended to the reservations department in the management of reservations, confirmations, responses to requests for information on services and the hotel schedules.

Education

Bachelor in English Language, 1985

University of Havana – Havana, Cuba

Skill

Phone operator system / Marketing / Sales / Quality management / Tourism and Hospitality / Public relations / Travel Agency / Customer services / MS & Apple OS / MS Office / Bilingual: English-Spanish

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