Hamlet Somarriba
Miami,FL
Summary
Resourceful and experienced worker offering expertise in customer service and file management. Detail-oriented team player with strong organizational skills.
Overview
20
20
years of professional experience
Work History
Guest Administration Specialist
Carnival Cruise Line
01.2013 - Current
- Penalty reviews for hardship cases
- Providing and applying credits for discounts
- Work with inquiries of guests onboard sailings
- Air reimbursements
- Transfer of credits
- Milestone redemptions and creation
- Barclay report
Guest Solutions Phone Agent
Carnival Cruise Line
01.2006 - 01.2013
- Worked closely with supervisors to problem solve solutions for our travel partners and direct guests
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Handled escalated calls with professionalism, finding resolutions that satisfied both customer needs and company guidelines.
Guest Solutions Email Team
Carnival Cruise Line
01.2010 - 01.2012
- Replied to travel agents and direct guests with answers to general questions and problem solving
- Mentored team members, improving overall performance and productivity levels.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Individual Sales and Service
Carnival Cruise Line
02.2005 - 01.2006
- Made new reservations for travel agents or direct guests
- Answered general questions prior to sailing
- Worked closely with Resolutions department to resolve any complaints or issues promptly, maintaining positive brand image in eyes of both current and potential clients.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Cross-trained and backed up CVS during wave season
- Met customer call guidelines for service levels, handle time and productivity.
Education
No Degree - Cyber Security
Miami Dade College
Miami, FL06-2027
High School Diploma -
Southwest Senior High School
Miami, FL06.2001
Skills
- Customer Service
- Decision-Making
- Team Collaboration
- Attention to Detail
- Personable and Approachable
- Continuous Improvement
- Problem-Solving
- Multitasking
- Reliability
Timeline
Guest Administration Specialist
Carnival Cruise Line
01.2013 - Current
Guest Solutions Email Team
Carnival Cruise Line
01.2010 - 01.2012
Guest Solutions Phone Agent
Carnival Cruise Line
01.2006 - 01.2013
Individual Sales and Service
Carnival Cruise Line
02.2005 - 01.2006
No Degree - Cyber Security
Miami Dade College
High School Diploma -
Southwest Senior High School