JOHN CASTILLO
Plantation,FL
Summary
Dedicated worker with excellent customer service, time management and problem-solving abilities.
Multilingual and successful in building lasting client relationships and repeat business. Performance-focused professional with an articulate and collaborative nature. Seeking a new role in a dynamic work environment with room for growth and career advancement.
Overview
15
15
years of professional experience
Work History
Cruise Specialist
Oceania Cruises Inc.
Miami, FL
07.2023 - Current
- Provided customer service to clients regarding cruise packages, itineraries, and travel information.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained knowledge of current promotions and specials offered by cruise lines.
- Processed payments from customers using credit cards or alternative payment methods.
- Advised passengers about travel documents required for international trips.
- Tracked changes in policies related to visas, passport requirements.
- Ensured compliance with company policies when dealing with customers' personal data.
- Enhanced customer satisfaction ratings by resolving technical and account issues efficiently.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Resolved any issues that arose during a client's trip in a timely manner.
- Maintained relationships with travel partners and vendors.
Housekeeping Supervisor
Sonder
Miami, USA
07.2021 - 02.2023
- Supervised employees in daily process of cleaning vacant and stay-over guest rooms
- Trained new employees on duties and responsibilities of department
- Inventoried stock to verify available supplies and equipment in adequate amounts
- Proficient with business tools such as: Slack, Asana, Home base, Workday, Dispatch, Google sheets, Google docs and Microsoft office
- Inspected vacant ready and cleaned rooms to verify best possible presentation to guests
- Examined building to determine need for repairs and cleaning issues
- Ensured that supplies and equipment were available in adequate amounts
- Recommended changes that improved service and increase operational efficiency
- Conducted monthly inventory count on linen to reduce waste and theft
- Evaluated team member performance and adjusted training based on needs of hotel
Hospitality Agent
Sonder
Miami, USA
04.2019 - 06.2020
- Welcomed hotel guests by greeting visitors, answering questions and responding to requests
- Offered information pertaining to available services, hotel facilities and local points of interest
- Transmitted and received messages, using telephones and telephone switchboards
- Contacted maintenance and housekeeping for assistance per guest request
- Monitored inventory levels and restocked items as needed for hotel guests
- Conducted regular property inspections to identify potential maintenance issues
Customer Service / Reservations Supervisor
Intercaribbean Airways
Santo Domingo, Dominican Republic
06.2016 - 01.2019
- Administered training and development programs to increase overall job performance
- Observed staff performance with ticket observations and call observations to identify training needs
- Resolved escalated complaints and answered questions regarding policies and procedures
- Developed innovative strategies to maximize organizational efficiency
- Taught company procedures to new employees and increased progress by identifying areas of weakness
Customer Service / Reservations Agent
Intercaribbean Airways
Santo Domingo, Dominican Republic
06.2012 - 05.2016
- Answered phones to assist customers in making, altering, or canceling reservations
- Advised customers of ongoing promotions or available upgrades to enhance experience
- Used computer to access information on schedules, rates and routes to answer customer inquiries
- Assisted clients in planning and coordinating reservation needs
- Handled and responded to customer inquiries through online chat and email
Customer Service / Technical Support Agent
Dish Network - Stream Global Services
Santo Domingo, Dominican Republic
08.2009 - 07.2010
- Handled customer complaints and escalated issues according to procedures
- Provided customers with overview of installation activity, site-specific information, and access to technical contacts
- Troubleshot issues on device-specific problems, network performance and signal connectivity
- Provided pre-sales, post-sales, and service delivery support
- Supported customers and colleagues with catered technical advice
Education
Diploma - Hospitality Management
Universidad Pedro Henriquez Ureña (UNPHU)
Santo Domingo, Distrito Nacional08.2017
High School Diploma -
Notre Dame School
Santo Domingo, Distrito Nacional08.2009
Skills
- Microsoft Office
- Spreadsheet Tracking
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Google Spreadsheets
- Customer Relations
- Hotel Reservations
- Technical Support
- Travel Planning
- Critical Thinking
- Customer Service
- Customer Escalations
- Daily Timekeeping
- Staff Training
- Team Development
Languages
Fluent, Fluent
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Cruise Specialist
Oceania Cruises Inc.
07.2023 - Current
Housekeeping Supervisor
Sonder
07.2021 - 02.2023
Hospitality Agent
Sonder
04.2019 - 06.2020
Customer Service / Reservations Supervisor
Intercaribbean Airways
06.2016 - 01.2019
Customer Service / Reservations Agent
Intercaribbean Airways
06.2012 - 05.2016
Customer Service / Technical Support Agent
Dish Network - Stream Global Services
08.2009 - 07.2010
Diploma - Hospitality Management
Universidad Pedro Henriquez Ureña (UNPHU)
High School Diploma -
Notre Dame School
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