         ACCOMMODATION SERVICE EXECUTIVE LL       Professional Summary    Customer service and sales expert who identifies customer needs and delivers
solutions to problems. Driven to exceed sales and customer satisfaction goals and build long term
relationships with the clients. Creates a positive experience through high quality
customer care.
Bilingual manager able to build, lead and train efficient and friendly service teams.      Core Qualifications          Client-focused  Results-oriented  Quick learner  Superior communication skills  Cheerful and energetic  Effective team player              Experience      ACCOMMODATION SERVICE EXECUTIVE ll   12/2016   to   Current     Company Name   City  ,   State       Communicate with Partners by telephone or by e mail to provide guidance and assistance regarding Booking.com platform Extranet.   ​   Provide commercial advise and orientation to  partners based on Booking.com business model.      Gather information to solve partner and guests issues regarding reservations in order to coordinate assistance with Customer Service department.      Review and process new partnership registrations and set them ready to open on Booking.com webpage.      Keep partners and guests as center of all our operations to guarantee maximum satisfaction.     ​         CUSTOMER SERVICE EXECUTIVE   02/2016   to   11/2016     Company Name   City  ,   State       Communicate with customers by telephone or by e mail to provide information
    about hotel reservations, take or enter information, cancel reservations,  gather complaints details .  Keep records of customer interactions or transactions, recording details of
    inquiries, complaints, or comments, as well as actions taken.  Check and ensure that appropriate changes were made to resolve customers'
    problems.  Contact customers to respond to inquiries or to notify them of claim
    investigation results or any planned adjustments.  Refer unresolved customer grievances to designated departments for further
    investigation.          GENERAL MANAGER /SALES MANAGER   12/2011   to   01/2016     Company Name   City  ,   State       Managed sales team generating daily new memberships according to sales
    quota, interacted with prospects and new customers and provided high level of
    service to achieve 100% customer satisfaction and company revenue.  Hired and trained all sales and customer service staff.  Monitored customer preferences to determine focus of sales efforts.  Developed,implemented and monitored programs to maximize customer
    satisfaction.  Manage projects or contribute to committee or team work.  Create, maintain, and enter information into databases.          GENERAL MANAGER   01/2005   to   12/2011     Company Name   City  ,   State       Managed sales and customer service operation  Control retention and attrition  Responsible for new hire process  Supervised over 30 employees  Reported to District Vice President           GUEST SERVICE MANAGER   01/2000   to   12/2004     Company Name   City  ,   State       Served as public relations representative for the hotel.  Assisted guests with any special requests during their visits.  Answer inquiries pertaining to hotel services, guest registration, and travel
    directions, or make recommendations regarding shopping, dining, or
    entertainment
    Record guest comments or complaints, referring customers to managers as
    necessary.  Transmit and receive messages, using telephones or telephone switchboards.  Accomplishments researched, calmed and rapidly resolved client conflicts to ensure customer
   retention increasing it up to 85% per month.  Consistently generated additional revenue through skilled customer services
   and sales techniques used to generate new corporate.  accounts to service high
   volume employee corporations.  Satisfactory managed company new locations pre saleand openings to
   guarantee revenue profit and investment return.          Education      J.D.  :   Law   2000       Universidad Santa Maria   City  ,   State  ,   Venezuela      Law      Courses on Military Law, Criminology .         Bachelor of Science  :   TOURISM   1995       IUTIRLA   City  ,     Venezuela     Tourism and Hospitality Management Barcelona Hospitality and
Tourism
Instituto Universitario de Tecnologia Industrial "Rodolfo Loero Arismendi", El Morro, Anzoategui Graduated Cum Laude        Professional Affiliations    National Association of Professional Trainers      Languages     Bilingual English- Spanish,
          proficient in Portuguese, French
          and Italian.      Skills     Customer services supervision,decision making, dependable, staff training and development, problem solver, public relations,dynamic team player able to motivate employees to reach high level of performance while using maximum potential.    Online skills development courses ,The Open University :    Commercial awareness.  Conversations and interviews.  Developing high trust work relationships.  Difference and challenge in teams.  Discovering development management.  Facilitating group discussions.  Making decisions.  Speeches and speech making.  The importance of interpersonal skills.  The role of a manager.  Three principles of coaching approach.    