Customer Care Service

Lenimar Schaefer

***** *** *** ** - *********, FL 34212.

Phone: 239-***-****

Email: ********@*******.***

Highly experienced customer care and fraud detection executive with over 20 years of experience in the hospitality industry, possessing an in-depth knowledge of hotel operations and reservation processes. Consistently delivered first-rate service and fostered positive relationships with customers to increase customer satisfaction and loyalty. Developed fast-track call flow processes to shorten the time-to-resolution of open cases while increasing customer satisfaction. Recognized by managers for customer relations excellence and the ability to resolve complex customer care issues effectively and quickly.

WORK EXPERIENCE

Customer Service Executive Supervisor – Fraud Department (2015 – Present)

Booking.com – Amsterdam, Netherlands (Acquired by Marjorel in 2022)

Led and assisted multiple customer care teams in resolving complex customer care issues.

Handle escalation calls turning dissatisfied customers into delighted customers.

Ensure the customer care team adheres to policies, procedures, and company programs.

Ensure that the customer service team met and/or surpassed company quality standards.

Handled relationships, communications, and negotiations with hotel and property owners during fraud detection activities.

Accomplishments:

Developed and customized customer interaction strategies to avoid long phone calls to save time and resources while increasing customer satisfaction.

Developed fast-track call flow processes to shorten the time-to-resolution of open cases.

Consistently lead customer care team to reach and surpass customer satisfaction ratings

Recipient of top 10 performer award for the past 4 years (Quality of work).

Consistently surpassed the company’s productivity metrics (Volume of work).

Consistently reached a 100% rating in customer satisfaction feedback

Guest speaker at Booking.com headquarters in Amsterdam to give a lecture on customer satisfaction strategies.

Proactively investigated, detected, and prevented fraudulent activities saving booking.com millions of dollars throughout my career.

Retail Store Manager 2012 - 2014

Super Deal Dollar Store, 2725 North Hiawassee Road, Orlando, FL 32818

Customer Focus, Tracking Budget Expenses, Pricing, Vendor Relationships, Market Knowledge, Staffing, Results Driven, Strategic Planning, Management Proficiency, Client Relationships, Verbal Communication

•Responsible for meeting store operational requirements by scheduling and assigning employees; following up on work results.

•Maintained store staff by recruiting, selecting, orienting, and training employees.

•Ensured availability of merchandise and services by approving contracts; maintaining inventories.

•Formulated pricing policies by reviewing merchandising activities; determining additional needed sales promotions; authorizing clearance sales and studying trends.

•Secured merchandise by implementing security systems and measures.

Front Desk & Guest Services Representative 2010 - 2012

Wyndham Cypress Palms, 5324 Fairfield Lake Drive Kissimmee, FL 34746

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Oversaw guest registration, reservations, and other clerical duties, with a focus on quality and courtesy.

Room’s controller – Highly skilled in maximizing room occupancy.

Train and monitor new hires in daily front desk processes and software operations.

Coordinate conference and meeting space allocation based on needs and handle event planning issues.

Marketing & Sales Executive 2008 - 2009

Hilton Grand Vacation Club, 8221 Arezzo Way, Orlando FL 32821

•Responsible for providing highly specialized services to enhance guests’ overall quality of experience at the hotel and generate leads for the timeshare’s sales team.

•To provide accurate information and advice on local events, tourist attractions, restaurants, and entertainment.

•To acquire event tickets, make reservations, arrange guided tours, and other special activities for guests.

•Arrange for shuttle services and assist guests with transportation needs.

Marketing Coordinator & Concierge 2003 - 2008

Marriott Vacation Club, 600 South Collier Blvd, Marco Island FL 34145

•Responsible for providing highly specialized services to enhance guests’ overall quality of experience at the hotel and generate leads for the timeshare’s sales team.

•To provide accurate information and advice on local events, tourist attractions, restaurants, and entertainment.

•To acquire event tickets, make reservations, arrange guided tours, and other special activities for guests.

•Arrange for shuttle services and assist guests with transportation needs.

EDUCATION

UFES – Universidade Federal do Espirito Santo – Brazil

B.A. Liberal Arts 1989

COURSES & CERTIFICATES

Fraud prevention program certificate – Booking.com

Call Center Supervision & Management certificate – Booking.com

Development Dimensions International (DDI) Manager Ready Certified

Certificate of Training in Traumatic Incident Reduction

SOFTWARE SKILLS

Microsoft Office Suit: Word, Excel, PowerPoint

Front desk operations software: Focus, On Q, PMS, Main Frame

Booking.com CRM system

LANGUAGES

English: Fluent

Portuguese: Fluent

Spanish: Fluent

SKILLS AND EXPERTISE

Guest services with special skills in guest conflict management and resolution.

Night Audit experience.

High volume and record-breaking sales lead generator.

Ability to mentor and train new hires on front desk operations software and processes.

Recognized by managers for detail orientation and multitasking abilities.

Proven history of being able to balance competing priorities and tight deadlines.

Developed a reputation for the quality of work and timely completion of projects.

Expert in various hotel front desk operations software such as Focus, On Q, PMS, and Main Frame.

Trilingual (English, Portuguese and Spanish)

BUSINESS REFERENCES

Super Dollar Store - Sabrina Wang, Owner 407-***-****

Wyndham Cypress Palms - Katara Slater, Guest Services Manager 407-***-**** ext. 2009

Hilton Grand Vacation Club - Desy Hamellet, Marketing Manager 407-***-****

Marriott Vacation Club - Pamela Cooper, HR Manager 239-***-****

Personal references are provided upon request.

Contact this candidate