Evelin Hernández Marin
Iztacalco,Mexico
Summary
Dynamic professional with a proven track record at Royal Caribbean International, excelling in high-pressure environments. Expert in leveraging strong sales and customer service abilities alongside comprehensive knowledge of destination ports. Skilled in utilizing Cruise software like Hybriss and Fidelio, ensuring guest satisfaction and operational efficiency. Demonstrates exceptional teamwork and independent problem-solving skills, significantly enhancing guest experiences.
Overview
4
4
years of professional experience
Work History
Shore Excursions Staff
Royal Caribbean International
Miami, FL
08.2024 - Current
- Actively market and sell available shore excursions to guests through presentations, information booths, and personalized interactions.
- Answer guest questions about excursions, handle booking requests, address concerns, and resolve any issues that may arise.
- Coordinate with local tour operators to ensure smooth operations, including transportation, schedules, and guest safety.
Guest Services Officer
Royal Caribbean International
Miami, USA
07.2022 - Current
- Actively listens and extends assistance in order to resolve all guest issues
- Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy
- Attends meetings, training activities, courses and all other work-related activities, as required
Customer Service Representative
Teleperformance
Delegación Iztapalapa, Mexico
11.2020 - 12.2021
- Managed calls, emails, and customer service inquiries
- Identified and assessed customers' needs to achieve satisfaction
- Handled customer complaints, providing appropriate solutions and alternatives
Education
Bachelor's Degree - Foreign Languages
Universidad Juárez Autónoma De Tabasco
Villahermosa, Tabasco08.2015
Language Study Stay - English and French
Sherbrooke University
Quebec, Canada08.2013
Skills
- Ability to work independently and as part of a team
- Strong sales and customer service abilities
- Knowledge of destination ports
- Computer proficiency to access and update guest information and excursion details
- Strong knowlege of Cruise software such as Hybriss, Fidelio and AS400
Languages
Native language, Advanced, Intermediate, Intermediate
Languages
Spanish
Native/ Bilingual
English
Full Professional
Portuguese
Full Professional
French
Limited
References
References available upon request.
Timeline
Shore Excursions Staff
Royal Caribbean International
08.2024 - Current
Guest Services Officer
Royal Caribbean International
07.2022 - Current
Customer Service Representative
Teleperformance
11.2020 - 12.2021
Bachelor's Degree - Foreign Languages
Universidad Juárez Autónoma De Tabasco
Language Study Stay - English and French
Sherbrooke University
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