JEFFREY OREJUELA
1015 KEYMAR DR
Summary
Accomplished Customer Service Supervisor with a proven track record at Hilton Grand Vacations, enhancing customer satisfaction and fostering team collaboration. Expert in problem-solving and time management, I've successfully managed escalated issues, ensuring high service quality. My approach has consistently resulted in improved customer loyalty and team efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Hilton Grand Vacations
07.2023 - 12.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
Customer Support Specialist
Royal Caribbean Cruise Line
02.2021 - 07.2023
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Education
High School Diploma -
Newcomers High School
Queens, NY08-2017
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Billingual English/ Spanish
Languages
Spanish
Full Professional
English
Native or Bilingual
Timeline
Customer Service Supervisor
Hilton Grand Vacations
07.2023 - 12.2024
Customer Support Specialist
Royal Caribbean Cruise Line
02.2021 - 07.2023
High School Diploma -
Newcomers High School
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