Customer Service Manager

Summary of Qualifications

Accomplished and results-driven individual with an extensive background in business management, sales and customer service. Leader and team player with a proven ability for targeting, analyzing and implementing policies and ideas to achieve maximum results while under rigid time constraints. Seasoned communicator and manager with a successful record of establishing relationships of trust and respect with customers and colleagues. Consistently deliver projects on time. Dedicated, loyal and trustworthy.

Professional Experience

Travel + Passion + Luxury January 2012 – June 2016

Miami Shores, Fl. Executive Assistant & Office Manager

Oversee day-to-day operations for Mr. Michael Morejon, C.R.O,and Sr V.P. including agenda, travel planning, answering company communications and responsible for all daily correspondence

Assist in event planning and representing brand at industry related events providing customer presentations

Bookkeeper and financial management for the organization

Market on The River September 2011 – Present

Miami, Florida Customer Service Specialist

Responsible for accepting deliveries and overseeing invoicing and product management

Cashier, responsible for opening and closing of all accounting of register

Manage openings and closings of store location. Varied depending on scheduling

CubaTour March 1998 – July 2011

Havana, Cuba Sales Representative, Office Manager & Sales Support, Tour Manager & Guide

Customer support specialist for all international clientele overseeing the preparation of client welcome packages

Customize specialty programs for clients based on client budget presentations

Specialization in customer resolution. Answered client inquires, problems and complaints. Consistently resolve customer concerns with a focus on customer satisfaction in an effort to promote return business

Prepare monthly reports for management team. Met or exceeded sales goals consistently averaging 30-40% year-over-year growth

Design new programs, contract new vendors & negotiate rates

Responsible for all marketing initiatives of tours and excursion programs to foreign customers

Managed reservations and availability with hotels, restaurants & museums specific client programs

Liaison with the field sales and tour team serving as the facilitator for all client tours, departures & arrivals

Responsible for daily financial deposits of all daily client payments

Supervise and implement training program for all new representatives

EDUCATION

University of Havana, Cuba

Bachelor of Science May 12, 1997

English and Russian Literature

GPA 4.7 (Maximum possible 5.0)

Multi-Lingual

English and Spanish

French, (Intermediate level with ability to read, write and speak)

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