LIGIA LEAL
Guatemala
Summary
Bilingual professional with over 10 years of experience in collections, customer service, hospitality, and tourism. Currently working at Cocori Lodge, as a front desk receptionist for both national and international travelers. Strong background in problem-solving, account management, and effective communication. Passionate about delivering outstanding guest experiences, always recognized for empathy, responsibility, and a positive attitude. I enjoy meeting new people, hearing new perspectives and work together to improve professionally.
Overview
18
18
years of professional experience
Work History
Receptionist
Cocori Lodge
01.2025 - Current
- Welcome and assist guests, ensuring a warm and professional first impression.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated communication with housekeeping and maintenance teams to ensure smooth daily operations.
- Maintained accurate records of reservations, cancellations, and special requests using property management systems (cloudbeds).
- Processed payments and maintain accurate records of reservations and transactions.
Travel Consultant / Travel Agent
LAX Travel San Cristóbal
01.2020 - Current
- Provide personalized service to both domestic and international clients.
- Coordinate itineraries, reservations, and travel recommendations. Work closely with hotels, airlines, and local tour operators to ensure a seamless travel experience.
Team Lead / Collections Representative
HCL – Xerox
11.2015 - Current
- Supervise and audit credit applications, refunds, and invoice adjustments.
- Analyze accounts, resolve discrepancies, and lead a team focused on compliance and client satisfaction.
Customer Service Representative
247 Customer
09.2012 - 11.2015
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Handled calls for Citi Cards, processed payments, and explained card benefits. Focused on customer satisfaction, accuracy, and retention.
Customer Service Representative
NCO (Alorica)
09.2010 - 07.2012
- Provided phone assistance for T-Mobile customers, including activations, credit reviews, and general support.
Portfolio Analyst
Capgemini/Coca-Cola
10.2008 - 02.2009
- Managed client accounts and collections. Followed up with corporate clients and ensured payment resolution.
Education
Bachelor of Arts (B.A.) - Graphic Design
Universidad Rafael Landívar
GuatemalaHigh School Diploma -
Colegio MacDermont
GuatemalaSkills
- Administrative tasks
- Travel arrangements
- Exceptional customer service
- Regulations and compliance
- Organized
- Time Management
- Auditing
- Accounts Receivable
- Problem Solving
- Written and Oral Communication
LANGUAGES
Spanish - Native
English - Bilingual
Timeline
Receptionist
Cocori Lodge
01.2025 - Current
Travel Consultant / Travel Agent
LAX Travel San Cristóbal
01.2020 - Current
Team Lead / Collections Representative
HCL – Xerox
11.2015 - Current
Customer Service Representative
247 Customer
09.2012 - 11.2015
Customer Service Representative
NCO (Alorica)
09.2010 - 07.2012
Portfolio Analyst
Capgemini/Coca-Cola
10.2008 - 02.2009
Bachelor of Arts (B.A.) - Graphic Design
Universidad Rafael Landívar
High School Diploma -
Colegio MacDermont