Johncarlos Fernandez
Miami,FL
Summary
Guest Services professional with background in delivering exceptional customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, managing reservations, and ensuring smooth operations. Reliable, flexible, and focused on enhancing guest services and operational efficiency.
Overview
2
2
years of professional experience
Work History
Guest Service Representative
Miami Marlins
03.2025 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
Lead Technical Consultant
CPR Cell Phone Repair
10.2024 - 03.2025
- Managed multiple high-profile projects simultaneously, delivering each within deadline and budget constraints.
- Continuously improved internal processes by identifying areas of inefficiency and implementing targeted solutions to enhance overall team performance.
- Developed strong relationships with clients by providing exceptional technical support and expertise throughout the project lifecycle.
- Provided personalized support during device drop-offs and pickups, ensuring clarity and satisfaction.
Customer Service Representative
Concentrix
04.2023 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Business Analytics
Miami Dade College
Miami, FL05-2026
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Conflict Resolution & De-escalation
- Communication (Bilingual – English/Spanish)
- Phone Etiquette & Documentation
- POS & Cash Handling
- Time Management & Organization
Languages
Spanish
Native or Bilingual
Timeline
Guest Service Representative
Miami Marlins
03.2025 - Current
Lead Technical Consultant
CPR Cell Phone Repair
10.2024 - 03.2025
Customer Service Representative
Concentrix
04.2023 - 08.2023
Associate of Science - Business Analytics
Miami Dade College
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