Dora Ramírez
Kailua-Kona,HI
Summary
Dynamic and results-driven professional with a proven track record at Outrigger Hotels Hawaii, Timeshare sales and Verizon excelling in guest relations and problem-solving. Recognized for enhancing guest satisfaction through effective communication and meticulous attention to detail. Skilled in reservation management and adept at adapting to fast-paced environments, ensuring seamless service delivery.
Overview
41
41
years of professional experience
Work History
PBX Hotel Operator
Outrigger Hotels Hawaii
04.2019 - Current
- Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
- Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
- Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
- Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
- Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
- Assisted over 100 customers daily by answering questions and transferring to appropriate departments.
TSA Agent
Department of Homeland Security
06.2019 - 06.2022
- Participated in ongoing training sessions, staying up-to-date on the latest transportation security procedures and technologies.
- Collaborated effectively with airline representatives to address passenger concerns or conflicts related to security measures promptly.
- Contributed to a timely boarding process by efficiently managing passenger queues at checkpoints.
- Assisted passengers with disabilities or special needs, ensuring their comfort and safety throughout the screening process.
- Prevented unauthorized access to secure areas by verifying credentials for airport personnel and contractors.
- Increased airport security by conducting thorough passenger and luggage screenings.
Auto Insurance Agent
State Farm
12.2017 - 03.2019
- Provided exceptional service through timely follow-ups with clients, keeping them informed throughout the claims process.
- Developed strong relationships with clients, fostering trust and loyalty while promoting long-term business growth.
- Educated clients on available auto insurance products, empowering them to make informed decisions regarding their coverage options.
- Ensured accurate policy administration by diligently reviewing and updating client information, reducing errors in coverage.
Sales Associate
Verizon Wireless
01.2013 - 04.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Airline Customer Service Agent
Worldwide Flight Services
12.2011 - 01.2013
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Increased repeat business through personalized interactions and building rapport with customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Airline Customer Service Agent
Aloha Airlines
06.2007 - 11.2011
- Self-motivated, with a strong sense of personal responsibility.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Timeshare Sales Representative
Pacific Monarch Resorts Inc.
01.2006 - 01.2007
- Continuously met or exceeded personal performance targets, earning recognition as a top-performing Timeshare Sales Representative within the organization.
- Participated in regular training sessions to hone sales skills, stay current on industry developments, and surpass personal performance goals.
- Conducted thorough market research to identify target demographics, optimizing marketing efforts for maximum impact.
- Attended trade shows and networking events to generate new leads and increase brand visibility within the timeshare community.
- Developed strong rapport with potential buyers to effectively close deals and secure long-term client loyalty.
- Managed a high volume of leads efficiently, ensuring timely responses and nurturing prospects into satisfied customers.
- Maximized sales revenue by staying up-to-date on industry trends and tailoring presentations to showcase the most appealing features of each property.
Timeshare Sales Representative
Lawrence Welk Resort- Escondido
02.2003 - 12.2005
- Maximized sales revenue by staying up-to-date on industry trends and tailoring presentations to showcase the most appealing features of each property.
- Worked closely with resort management teams to ensure seamless transitions for new owners upon completion of purchase transactions.
- Increased client satisfaction by providing personalized timeshare presentations and addressing their unique travel needs.
- Reached or exceeded sales quotas and preset personal performance goals.
- Mentored less-experienced coworkers in timeshare industry sales techniques and customer service practices.
Call Center Sales Representative
Verizon Communications Inc/formaly GTE
12.1984 - 12.2002
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Collaborated closely with other departments such as marketing or product management teams in order to stay informed about new offers or updates relevant to the role.
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Made average of 75-120 outbound and inbound calls per day.
Education
Bachelor of Arts - Business Management
University of Redlands
Redlands, CASkills
- Empathy and patience
- Reservation management
- Polite and engaging phone interactions
- Skilled in digital tools
- Articulate expression
- Professional communication
- Willingness to adjust hours
- Meticulous attention to detail
- Attentive listening abilities
- Multitasking
- Adaptability
Timeline
TSA Agent
Department of Homeland Security
06.2019 - 06.2022
PBX Hotel Operator
Outrigger Hotels Hawaii
04.2019 - Current
Auto Insurance Agent
State Farm
12.2017 - 03.2019
Sales Associate
Verizon Wireless
01.2013 - 04.2017
Airline Customer Service Agent
Worldwide Flight Services
12.2011 - 01.2013
Airline Customer Service Agent
Aloha Airlines
06.2007 - 11.2011
Timeshare Sales Representative
Pacific Monarch Resorts Inc.
01.2006 - 01.2007
Timeshare Sales Representative
Lawrence Welk Resort- Escondido
02.2003 - 12.2005
Call Center Sales Representative
Verizon Communications Inc/formaly GTE
12.1984 - 12.2002
Bachelor of Arts - Business Management
University of Redlands
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