Luciell Diaz
Kissimmee
Summary
Knowledgeable and dedicated customer service professional pursuing a challenging position where I can utilize my qualified skills, gain more experience, and expand my knowledge. Service driven team player with outgoing, positive demeanor and proven skills in establishing or developing relationships and surpassing goals expectations. Excellent reputation for handling difficult situations, resolving problems and/or complaints. Articulate, energetic, and results-oriented, with exemplary passion for maintaining or improving customer satisfaction and contributing to the company's success.
Overview
12
12
years of professional experience
Work History
Disney Cruise Vacation Agent
Disney Cruise Lines
07.2022 - Current
- Responsible to stay up to date with all of the policies and procedures required to successfully assist our Guests with booking new reservations as well as modifying existing reservations.
- Identify Guests wants and needs in order to ensure the best service possible before the start of their vacation and a smooth experience during their sail, by using sales techniques, and deploying Guest service skills in a large-volume inbound call center.
- Protect Guest's privacy by verifying and confirming all personal identifiable information, and provide solutions when concerns may arise.
Owner Services Representative
Wyndham Destinations
06.2018 - 05.2020
- Delivered exceptional customer service to every Club Wyndham Owner by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted with searching for availability and booking reservations at different resorts and destinations as well as provided Owners with tools and education needed to maximize their points utilization for existing and future vacation plans.
- Exceeded sales goals by educating owners on benefits of adding Points Protection Plan to their new and existing reservations.
ECommerce Sales & Service Agent
Disney Travel Operations
03.2016 - 06.2018
- Provided excellent service to guests through phone calls, emails, and live chat with questions or concerns regarding their 'My Disney Experience' account.
- Assisted with vacation planning, linking parks tickets, resorts and dining reservations, as well as recommended additional activities and events available. Also utilized upselling skills to upgrade products already purchased.
- Strived to provide one-call resolution that would supersede their needs and expectations, in order continue with their vacation planning as smoothly as possible.
Member Care Advocate
United Health Care
07.2015 - 03.2016
- Worked directly with Members and Providers to discuss information regarding their health plan coverage, eligibility of benefits, evidence of coverage, bills or claims received.
- Confirmed benefits, requested referrals and pre-authorizations to their physician.
- Empowered to resolve most complex health care related concerns, document grievances and complaints, as well as report medical incidents.
Guest and Hotel Accommodations Service Executive
Booking.com
03.2013 - 06.2015
- Assisted local and international guests, via phone calls and emails, with inquiries and requests regarding past, existing, or upcoming reservations.
- Jump started Accommodations (Owners/Managers) with the set up of their facility on the Booking.com Website. Provided guidance on how to navigate through the Extranet to load photos, descriptions, location, and rates and availability of their facility. As well as assisted with clarifying commissions and payments procedures and/or concerns.
- Executed plans to overcome overbooking situations and other related reservations concerns by partnering with the accommodations. Also, identified fraudulent activities from either returning guests or accommodations and followed up to set up expectations, and resolutions.
Education
High School Diploma -
Gateway High School
Kissimmee, FL01.2005
Certification of Completion - Medical And Office Administration
Worcester Vocational High School
Worcester, MA01.2004
Skills
- Excellent Customer Service
- Bilingual (Spanish)
- Critical Thinking
- Active Listening
- Attention to details
- Technical Support
- Web Research
- Office Administration
- Typing (50 WPM)
- Microsoft Suite
- Medical Administration
- Medical Terminology
- Front Desk Administration
Additional Skills
During my work experiences, I have also gained knowledge in additional programs and systems such as TRIP, Teams, Zoom, One Source, SharePoint, Wiki, Navinet/Navimedix, AllScripts, Conexxus, and the Extranet. I have also been successfully trained in Walt Disney Company's systems such as The Hub, My Disney Experience, Schedules, NICE, E.D.N.A, BlueTool/Axis, CastApp, Vincent, Baymax, A La Carte, KANA, Live Person, and Live Engage, Genesys, Seaware, Process Hub, and Disney Cruise Line's intranet.
Timeline
Disney Cruise Vacation Agent
Disney Cruise Lines
07.2022 - Current
Owner Services Representative
Wyndham Destinations
06.2018 - 05.2020
ECommerce Sales & Service Agent
Disney Travel Operations
03.2016 - 06.2018
Member Care Advocate
United Health Care
07.2015 - 03.2016
Guest and Hotel Accommodations Service Executive
Booking.com
03.2013 - 06.2015
Certification of Completion - Medical And Office Administration
Worcester Vocational High School
High School Diploma -
Gateway High School
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