Bernice Ramirez
Pflugerville,TX
Summary
Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.
Overview
35
35
years of professional experience
Work History
Assist Support Team
Marriott International, Inc.
10.2014 - Current
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
- Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
- Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
- Enhanced customer satisfaction by implementing effective support strategies and streamlining processes.
Latin America Division Reservation Sales Associate
Starwood Hotel and Resorts
04.2014 - 10.2014
- Determining customer needs and provide world class service to corporate, leisure and group travel customers
- Assisting guest with questions and concerns regarding there Starwood preferred guest account
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
Case Management Specialist
Sears Holding Corporation
07.2004 - 04.2014
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery.
- Maintained accurate records and documentation, ensuring compliance with regulatory requirements and facilitating seamless audits.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
Wholesale Travel Consultant
Travel Bound Inc.
06.1990 - 05.2004
- Determined customer needs and provided world class service to corporate, leisure and group travel customers
- Supported clients via phone and email
- Booked airfare, bus, cars, rail and hotels
- Organized trips for individual, family and business travelers.
- Built strong relationships with clients through exceptional communication and personalized service.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
Education
Associate of Arts - Communications & Public Relations
Hostos Community College
Bronx, NY01-1992
Skills
- Team management
- Coaching and mentoring
- Customer service
- Network troubleshooting
- Fluent bilingualism
- Problem-solving
- Customer support
- Data entry
- Call center experience
References
Furnished Upon Request
Timeline
Assist Support Team
Marriott International, Inc.
10.2014 - Current
Latin America Division Reservation Sales Associate
Starwood Hotel and Resorts
04.2014 - 10.2014
Case Management Specialist
Sears Holding Corporation
07.2004 - 04.2014
Wholesale Travel Consultant
Travel Bound Inc.
06.1990 - 05.2004
Associate of Arts - Communications & Public Relations
Hostos Community College
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