Reservations Agent Call Center

ROXANA

HERNANDEZ

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

407-***-****

HIGHLY COMMUNICATIVE

PROFESSIONAL WITH MORE

THAN 5 YEARS OF EXPERTISE

WORKING FOR HIGH-END

HOTEL CHAINS. TEAM PLAYER

WITH ABILITY TO PROVIDE

EXCEPTIONAL GUEST SERVICE.

DELIVERING HIGH LEVELS OF

CUSTOMER SATISFACTION.

SKILLS

Guest experiences

Guest accommodations

Policy and procedure adherence

Office and staff streamlining

Reservations management

Marketing

Communications

Organized

Customer service-oriented

Timeline management

Project management

EXPERIENCE

RESERVATIONS AGENT / CALL CENTER

WORK FROM HOME

09/2020 TO 05/10/2022

• Take ownership of customer issues

• Troubleshoot problems and drive

resolution

• Escalate unresolved issues to relevant

internal teams

• Collect prompt and accurate customer

feedback.

• Document knowledge as solution

article

• Master the use of a help desk

software.

RESERVATIONS AGENT / FORTUNE

HOUSE HOTEL MIAMI

01/2019 TO 03/10/2020

• Answered incoming phone calls and

developed friendly rapport with callers

while answering questions, making

recommendations and leading

conversations to bookings

• Managed online booking inquiries and

assisted guests and travel partners with

questions throughout entire booking cycle.

• Prepared customer invoices, accepted

payments and processed refund and

cancellation requests

2

ROXANA HERNANDEZ

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

407-***-****

• Arranged for group hotel bookings in

collaboration with sales department for

weddings and special events

• Managed and closed reservation calls to

increase bookings by maintaining strong

knowledge of resort products, services and

facilities

EDUCATION

BUSINESS ADMINISTRATION :

Business Administration And Management,

08/2018

UNIVERSIDAD POLITECNICA DEL

ECUADOR - QUITO - ECUADOR

High School Diploma: 07/2013

FRADELL - QUITO - ECUADOR

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