Karla Rivera
Miami,FL
Summary
Bringing over 10 years of experience in the customer service field, with a strong ability to cultivate relationships at all organizational levels to align with business strategies, resolve communication challenges, and enhance team performance. Known for consistently exceeding sales targets, combined with a conscientious and resourceful approach to advising and motivating teams for both individual and collective success.
Overview
8
8
years of professional experience
Work History
Reservations Sales Specialist
PR Global Reservations
02.2022 - 12.2023
- Implemented quality control processes to minimize booking errors and maintain high levels of customer satisfaction.
- Contributed to overall sales strategy by providing input on target markets, seasonal promotions, and product development ideas based on customer feedback.
- Provided exemplary customer support during high-volume periods, maintaining professionalism under pressure.
- Conducted regular performance evaluations of team members, identifying areas for improvement and implementing necessary coaching or training initiatives.
- Maintained strong relationships with clients, ensuring repeat business and positive referrals.
- Collaborated with marketing team to develop promotional offers tailored to specific customer segments, driving increased bookings.
Administrative Assistant
Paulie Express Services
04.2019 - 01.2022
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Front Desk Supervisor
Fontainebleau Resort
10.2015 - 03.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
Education
Associate of Arts - Business Administration
Miami Dade College
Miami, FL06.2020
High School Diploma -
Instituto San Francisco
Tegucigalpa, Honduras01.1995
Skills
- Reservation software
- Goal-Oriented
- Upselling strategies
- Performance Tracking
- Travel bookings
- Customer Engagement
- Hotel accomodations
- International Travel
- Multitasking Abilities
Accomplishments
- Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Reservations Sales Specialist
PR Global Reservations
02.2022 - 12.2023
Administrative Assistant
Paulie Express Services
04.2019 - 01.2022
Front Desk Supervisor
Fontainebleau Resort
10.2015 - 03.2020
Associate of Arts - Business Administration
Miami Dade College
High School Diploma -
Instituto San Francisco
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