Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Natalia Casillas

San Diego,CA
Natalia Casillas

Summary

A dedicated bilingual professional in the global tourism industry, with 10+ years combined experience in customer service, administration, retail and hospitality environments with great interpersonal skills, highly motivated towards goals.

Outgoing and detail-oriented, proficient at building and maintaining professional relationships with excellent organizational, communication skills and strategic planning abilities.

Overview

11
years of professional experience

Work History

Bluewater Vacation Homes

Guests Services and Sales Agent Lead
04.2021 - Current

Job overview

  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Communicated problems regarding homes to housekeeping services and maintenance personnel.
  • Maintained high level knowledge of Vacation rental services offered to answer guest questions.
  • Ensuring guest satisfaction with constant communication with guests, answering any question regarding the area, home amenities and making sure the team is responding to every text or OTA message and following up with any guest request.
  • Creating On Call calendar for the team each month.
  • Managed employee training for 7 new hires over a period of 10 months, offering continuous guidance and mentorship on best practices while providing constructive feedback.

GoFundMe

Customer Service Representative
10.2020 - 12.2020

Job overview

  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed customer accounts and fundraisers
  • Primary point of contact for customer inquiries and directly responsible for keeping customers happy and ensuring customer success as well as gathering feedback to testing new features among other responsibilities.
  • answered a minimum of 100 emails daily.

Embassy Suites

Food and Beverage Supervisor
07.2019 - 04.2020

Job overview

  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Maintained sound financial footing by overseeing department profit, loss and budgeting.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Planned operations to effectively cover needs while controlling costs and maximizing service.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Scheduled and rotated staff for adequate coverage and fair distribution of workload.
  • Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
  • Supervised food presentation and plating to enhance visual appeal.
  • Controlled expenses and boosted profitability by managing food and labor costs.
  • Managed inventory
  • Set and oversaw weekly and special event menu plans.
  • Monitored food inventory and supplies to prevent waste.

Sales Associates

Sales Associate
06.2016 - 06.2019

Job overview

  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Achieved or exceeded company-defined sales quotas.
  • Built diverse and consistent sales portfolio.
  • Built relationships with customers to promote long term business growth.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Stayed current on company offerings and industry trends.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Hotel Marquis Reforma

Reservations Agent
04.2012 - 05.2016

Job overview

  • Worked closely with front desk to achieve full occupancy of property.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Resolved various issues and discrepancies for customers.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Provided customers with information about availability and pricing.

Education

BlueMountains International Hotel Mgmt School
Australia, NSW

BBA from Hospitality Administration And Management
06.2014

University Overview

Skills

  • Bilingual (English and Spanish)
  • Operational Efficiency
  • Guest Satisfaction
  • POS Transactions
  • Account Management
  • Product Sales
  • MS Office
  • Recruiting, hiring and training
  • Customer service
  • Inventory Monitoring
  • Client Relationship Management
  • Conflict Management

Languages

Spanish
Native or Bilingual
English
Native or Bilingual
French
Elementary

Timeline

Guests Services and Sales Agent Lead
Bluewater Vacation Homes
04.2021 - Current
Customer Service Representative
GoFundMe
10.2020 - 12.2020
Food and Beverage Supervisor
Embassy Suites
07.2019 - 04.2020
Sales Associate
Sales Associates
06.2016 - 06.2019
Reservations Agent
Hotel Marquis Reforma
04.2012 - 05.2016
BlueMountains International Hotel Mgmt School
BBA from Hospitality Administration And Management

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Natalia Casillas