Customer Service Travel Agent

MAURICIO ARROYO

*** * ***** **. ******, Co *****

Ph.720-***-****

**********@*****.***

Summary

Mauricio Arroyo has been a key contributor in multiple customer service sales and sales positions. An experienced bilingual communicator; able to maintain cultural sensitivity, create rapport with members of diverse groups, and stimulate income growth. Driven by accomplishing productivity and exemplary customer satisfaction results, he is also effective in accomplishing assignments on time, providing high quality customer service, and meeting project deadlines. Mauricio enjoys creating effective team-building plans. Always eager to cooperate and participate in new and fast paced production and one-call resolution, Mauricio appreciates and takes advantage of every learning opportunity, as well as utilizing his knowledge and skills whenever possible. Having over 15 years experience in the Customer Service field, Mauricio is always striving to fulfill the values and mission of the organization through ethical performance of his responsibilities.

Skills/Strengths

Customer Service Skills

General Office Skills

Customer First-Contact Resolution

Microsoft Office Platform

Fluent In English

Fluent in Spanish

EXPERIENCE HIGHLIGHTS

West Telemarketing Corporation

Customer Service Representative (03/01 TO 08/05)

Handled customer In-Out calls in English and in Spanish.

Maintained solid customer relationships by handling questions and concerns with speed and professionalism.

Performed data entry tasks utilizing proprietary software programs.

Researched skills to troubleshoot synchronous customer issues.

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Cendant Travel Agency

Front Desk Travel Agent (09/05 to 03/08)

Provided excellent bilingual (English/Spanish) customer service

Resolved customer inquiries through multiple contact channels, including phone and email.

Addressed and resolved customer inquiries to ensure first contact resolution.

Accurately logged all Customer Support and Help Desk contacts, using email/chat tracking software.

Knowledge of customer service included air travel reservations, hotel reservations, ground transportation, information on local attractions and other leisure activities for vacationists.

Convergys for First Data/Western Union

Web Customer Support Specialist/Help Desk (03/08 TO 03/18)

Provided top-quality multi-lingual (English/Spanish/French) customer service for the online help desk.

Resolved customer inquiries through multiple contact channels, including phone, chat, and email.

Assisted customers and website users with technical assistance issues and online support in English, Spanish, or French language.

Assisted agencies with income recovery and deposit/fees replacement for final consumers.

Accurately recorded all Customer Support and Help Desk contacts, using email/chat tracking software.

Lake Steam Russian and Turkish Spa

Manager on Duty (04/15 to Date)

Provided high quality bilingual English and Spanish front desk service.

Resolved issues for daily guests and club members.

Maintained communication with clients and administration through various communication channels mainly phone and email.

Answered phone calls, completed paperwork and sales reports, managed membership lists, and supervised maintenance and other service personnel.

Education

High School diploma

Denver Community College

Denver, Co.

College

MSU

Cert. modern languages

Denver, Co

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