Office related skills - Customer Serv - Ms Office tools - Spanish bili
Resume:
Emilio GUEVARA
*** * **** **., *******, FL ****2
adx6tc@r.postjobfree.com
Work experience
Visa Officer Assistant
British Embassy in Havana
Nov 2011 - Feb 2023
Dealt with walk-in visa applicants at the counter, providing personalized customer service to each of them. No complaints from customers in 11 years.
Implemented new filing procedures that guaranteed the immediate localization of relevant document related to customers.
Implemented new appointment system to optimize the visa processing time and to better satisfy customers expectations.
Operated IT systems as well as regular MS Office tools so as to achieve the goals of the organization related to provide an excellent, secure and accurate service to customers.
Consular Officer
British Embassy in Havana
Nov 2011 - Feb 2023
Dealt with distressed British Nationals (tourists mainly) that needed emergency consular assistance.
Developed highly personalized customer service to each affected person.
Kept record of every action carried out to resolve customers’ problems using specific IT systems, in addition to the effective use of MS Office tools.
Kept updated on changing work procedures and guidance through permanent study oriented by the company.
Head of Assistance Department
ASISTUR – Cuban agent of international travel insurance companies
Jul 1993 - Sep 2011
Trained employees in travel insurance subject as well as on how to assist insured people needing help covered by their policies.
Implemented new work procedures to guarantee the best possible service to final customers in accordance with the relevant insurance company’s policies.
Creates a 24 hours alarm center to provide effective assistance to customers.
Kept permanent surveillance and update on contracts signed with both local service providers and international insurance companies (mainly from Europe and Canada).
Kept permanent attention to the invoicing process as well as to receivable and payable accounts.
Education
University of Szeged – Hungary
Bachelor’s Degree, Mathematics
Graduated 1979
Center of Accountancy and Financial Studies - Havana
Diploma, Management
Graduated 1998
Center of Accountancy and Financial Studies - Havana
Diploma, Insurance
Graduated 2001
British Embassy - Havana
Certificate, Customer Service – Handling of difficult conversations – MS Office Tools
Graduated 2011-2022
Skills
Communication
Customer Service oriented
Attention to details
Office organization
Prioritization
Proficient in MS Office tools (EXCEL, Word, Teams, …)
Languages: Spanish (native) – Hungarian (fluent)
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