Maria Torresano
Summary
Committed Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Excellent teamwork creating a healthy work environment within the company.
Overview
7
7
years of professional experience
Work History
Customer Service Representative and Salesman.
Hotel Le'Castell
04.2013 - 07.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Tour Guide
Freelance Work With Different Travel Agencies
05.2009 - 08.2012
- Guided groups of up to 40 people on scheduled tours.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Trained to handle medical issues and accidents to take appropriate action and promote safety and well-being of tour groups.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Informed tour members of safety risks associated with attractions, confirming customer security.
- Demonstrated superior professionalism while interacting with customers and vendors.
- Worked closely with management staff to create new and lucrative tours.
- Planned and executed efficient tour routes by using maps and other navigational tools.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
- Built personal relationships with guests to promote positive experiences.
Education
BBA - Hospitality Administration And Management
Universidad Tecnologica Equinoccial
Quito, Ecuador10.2012
Skills
- Active Listening
- Microsoft Excel
- Professional Telephone Demeanor
- Managing Multiple Tasks
- Promotional Support
- Travel Planning
- Customer Consulting
- Administrative Support
- Conflict Mediation
- Product Organization
- Reading Comprehension
- Problem-Solving Ability
- Money Handling Abilities
- Critical Thinking
- Closing Sales
- Sales Expertise
- Customer Relationship Management
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative and Salesman.
Hotel Le'Castell
04.2013 - 07.2016
Tour Guide
Freelance Work With Different Travel Agencies
05.2009 - 08.2012
BBA - Hospitality Administration And Management
Universidad Tecnologica Equinoccial
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