Mauricio Lopez Gonzalez
Guadalajara,Jalisco
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Destination Specialist
Celebrity Cruises
06.2023 - Current
- Face to face sales and customer care, direct coordination with tour operators and dispatch of tours with up to 2500 guest at a time, accounting and invoicing for pending- to-pay expenses, payment allocation, data entry and other admin activities.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Demonstrated strong knowledge of products and packages.
Dealt professionally with requests, complaints, reviews and refunds. - Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Followed all company policies and safety procedures to deliver quality work.
- Met or exceeded revenue targets by developing outstanding customer service level and great value services for the greatest customer experience possible.
General Manager
Muntravel Travel Agency
08.2021 - 05.2023
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Built partnership with accomodations and transportation providers to offer the top quality of service for our customers.
- Trained new employees on proper protocols and customer service standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Travel Advisor and Group Travel Coordinator
The Travellers
01.2021 - 12.2022
- Coordinate travel itineraries and routes.
- Provide customers with relevant information about must see and do, and other travelling tips on each destination
- Team work with head quarters crew and transportation personnel.
- Freelance / Part Time Job.
Reservation Agent
RIU Hotels And Resorts
06.2017 - 09.2020
- Provide effective and quality assistance for customers over the phone on their purchase/reservation process, give guidance and quick response to travel agents and tour operator on registration process and general queries.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Full time Job on a based office that required teamwork and strong communication skills.
Education
High School Diploma -
Conalep Zapopan
Zapopan, Jalisco, Mexico.07.2013
Skills
- Outstanding communication skills
- Strong criteria on problems resolution and
- Critical thinking
- Willing and committed
- Sales Expertise
- Exceptional Telephone Etiquette
- Customer Service
- Client Relations and Retention
- MS Office Expertise
- Travel Assistance
- Reservation Software
- Retail Sales Customer Service
Certification
STCW
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Destination Specialist
Celebrity Cruises
06.2023 - Current
General Manager
Muntravel Travel Agency
08.2021 - 05.2023
Travel Advisor and Group Travel Coordinator
The Travellers
01.2021 - 12.2022
Reservation Agent
RIU Hotels And Resorts
06.2017 - 09.2020
High School Diploma -
Conalep Zapopan
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