NEREIDA RAMOS DIAZ
LEHIGH ACRES,FL
Summary
Dynamic customer service professional with extensive experience at Carnival Cruise Line, excelling in conflict resolution and effective communication. Proven track record in enhancing guest satisfaction and maximizing booking revenue through strategic decision-making and active listening. Bilingual in Spanish, adept at fostering strong customer relations in fast-paced environments. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
22
22
years of professional experience
Work History
Casino Sales & Support
Carnival Cruise Line
01.2022 - Current
- Handle a high volume of inbound sales and service calls with varying degrees of complexity from casino guests
- Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries
- Perform this by achieving productivity standards and goals set by the department while maintaining a high level of customer service
- Perform moderate decision-making functions as it concerns updating promotions on reservations and/or waiving penalties and fees to resolve issues and maintain guests' goodwill
- Must collaborate with cross-functional departments and respond in a positive and expedited manner
- Partner with our internal departments such as PVP's, Services, and Fun Experts, to assist casino guest bookings to maximize booking revenue.
Service Appointment Coordinator Supervisor
Mercedes Benz of Miami Autonation
01.2016 - 01.2021
- Making appointments / Answering Phones
- Sending emails to service advisors regarding pending vehicles
- Checking the status of vehicles
- Confirming appointments
- Emailing recall orders to Parts Dept
- Verifying towed vehicles have arrived
- Communicating with roadside assistance
- Scoring service calls
- Walking the lot to locate towed vehicles
Office Manager
Weston Dental Associates
01.2003 - 01.2015
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Answer phones
- Make appointments
- Collect payments through checks, cash, or credit cards
- Pull and file patient charts
- Make a daily deposit
- Verify dental insurance coverage.
Education
GED -
American Senior High
Miami, Fl06.1988
Skills
- Conflict resolution
- Lead generation
- Sales reporting
- Payment processing
- Effective communication
- Decision-making
- Customer relations
- Multitasking
- Active listening
- FLUENT In Spanish
Accomplishments
- Proactive planning led to a notable increase in morale in all departments.
- Created a customer satisfaction survey, drastically reducing potential issues.
Languages
Conversational
References
References available upon request
Timeline
Casino Sales & Support
Carnival Cruise Line
01.2022 - Current
Service Appointment Coordinator Supervisor
Mercedes Benz of Miami Autonation
01.2016 - 01.2021
Office Manager
Weston Dental Associates
01.2003 - 01.2015
GED -
American Senior High
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