Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Genesis Catala-Romero

Kissimmee
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Genesis Catala-Romero

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the travel and medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
years of professional experience

Work History

Norwegian Cruise Line

Cruise Specialist
08.2022 - 08.2023

Job overview

  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Helped customers with passport and visa applications.
  • Implemented automated office systems, optimizing client, and data communications as well as records management.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.

Jetblue Airways Corp

Customer Support
10.2021 - 03.2022

Job overview

  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.

Advent Health Celebration

Referral Coordinator
11.2020 - 10.2021

Job overview

  • Processed referral requests from patients, doctors and other health care professionals.
  • Responded to patient inquiries to offer timely updates regarding referral status.
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Monitored referrals to foster timely completion and followed up with physicians to facilitate.
  • Scheduled appointments with specialists on behalf of clients.

Swissport Sausa-Spirit Airlines

Guest Service Agent
01.2019 - 05.2020

Job overview

  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
  • Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.

Inktel Contact Center Solutions

Call Center Customer Service Representative
06.2017 - 09.2017

Job overview

  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Detailed payment options and explained price, receipt and billing details to customers.

Education

Florida Technical College
Orlando, FL

Technical Diploma from Medical Assistant Technician
05.2018

Gateway High School
Kissimmee, FL

High School Diploma
05.2016

Skills

  • Sensitive Information Handling
  • Client Resolution
  • Customer Satisfaction
  • Customer Needs Assessments
  • Credit Card Handling
  • Travel Itineraries
  • Travel Bookings Processes
  • International and Domestic Travel
  • Hotel Accommodations
  • Customer Referrals
  • Customer Inquiry and Response
  • Customized Travel Package
  • Collect Payments
  • Plan Trips
  • Cancellation Policies
  • Special Needs Clients
  • Travel Insurance Sales
  • Itinerary Preparation
  • Travel Destination Advice
  • Book Transportation
  • Microsoft Word
  • Sales Expertise
  • Active Listening
  • Microsoft PowerPoint
  • Retail Sales Customer Service
  • Microsoft Excel
  • Credit Card Payment Processing
  • Customer Relations
  • Staff Training
  • Professional Telephone Demeanor
  • Travel Planning
  • Document Control
  • Medical Terminology Knowledge
  • Records Preparation
  • Typing Proficiency
  • Shipping Procedures Understanding
  • Quality Assurance Controls
  • Conflict Resolution
  • Refund Processing
  • Service Standard Compliance
  • Computer Proficiency
  • CRM Software
  • Call Center Operations
  • Technical Support
  • Data Evaluation
  • Multi-Line Telephone Operation
  • Problem-Solving Ability
  • Call Triaging
  • Administrative and Office Support
Availability
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Timeline

Cruise Specialist

Norwegian Cruise Line
08.2022 - 08.2023

Customer Support

Jetblue Airways Corp
10.2021 - 03.2022

Referral Coordinator

Advent Health Celebration
11.2020 - 10.2021

Guest Service Agent

Swissport Sausa-Spirit Airlines
01.2019 - 05.2020

Call Center Customer Service Representative

Inktel Contact Center Solutions
06.2017 - 09.2017

Florida Technical College

Technical Diploma from Medical Assistant Technician

Gateway High School

High School Diploma

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Genesis Catala-Romero