Fernando Ospina Jr
Orlando,USA
Summary
Dynamic professional with strong problem-solving skills and a willingness to learn, complemented by excellent communication abilities. Dedicated to contributing to team success and driving positive results through collaboration and innovation. Eager to embrace new challenges while advancing organizational objectives with dedication and enthusiasm. Proven ability to adapt quickly to changing environments and deliver impactful solutions.
Overview
9
9
years of professional experience
Work History
Booking Support
Sonder
02.2024 - 11.2025
- Managed end-to-end reservation lifecycles for a global portfolio of mobile-first apartment-hotel units, ensuring seamless check-ins and high occupancy rates.
- Resolved complex booking discrepancies including overbookings, payment failures, and last-minute cancellations by coordinating between guests, property tech, and on-site teams.
- Optimized guest satisfaction scores by providing rapid-response support via omnichannel platforms (App, SMS, and Email), maintaining an average response time of [X] minutes.
- Navigated proprietary property management systems (PMS) and CRM tools to troubleshoot digital key issues and building access codes, reducing on-site staff interventions.
- Collaborated with City Operations teams to relocate guests during maintenance emergencies, balancing guest empathy with company relocation cost-targets.
- Identified and reported platform bugs to the engineering team, contributing to the improvement of the guest-facing booking interface.
Administrative Assistant
Espoflorida
12.2019 - 12.2024
- Revamped filing system, reducing admin time by 50% & saving company resources.
- Achieved 25% decrease in office expenses by identifying cost-effective suppliers and negotiating long-term contracts.
- Successfully managed the calendar and schedules for 5 executives, coordinating 50+ meetings and events per month, resulting in improved time management and organization.
- Streamlined office operations by implementing new filing system, resulting in 25% increased efficiency and saved 10 hours/week for team.
Customer Service Rep/Sales Rep
Target
01.2017 - 10.2019
- Drove 20% annual revenue growth as a Top Performer by executing effective marketing strategies that boosted company profits.
- Recognized as Top Performer in sales for exceeding sales goals by 30%. Developed and implemented new sales strategies resulting in increased revenue.
- Achieved highest customer satisfaction score of 98% in team. Increased client retention by 25% due to excellent customer service.
- Implemented a customer feedback program that resulted in a 90% customer satisfaction rate, leading to increased customer retention and revenue.
Skills
- Appointment Setting
- Communication
- Conflict Resolution
- Customer Loyalty
- Customer Satisfaction
- Maximise Sales Revenues
- Operations Management
- Problem Solving
- Team Leading
- Workforce Scheduling
- Written and Verbal Communication
- Flexible and adaptable
- Computer skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Booking Support
Sonder
02.2024 - 11.2025
Administrative Assistant
Espoflorida
12.2019 - 12.2024
Customer Service Rep/Sales Rep
Target
01.2017 - 10.2019