Paola Cortez

• Enhanced customer satisfaction by implementing effective communication strategies and addressing concerns promptly.
• Organized regular team-building activities to foster camaraderie and boost morale among staff members.
• Handle escalations and follow ups. Handle issue resolutions and prioritized customer needs.
• Collaborated with cross-functional teams to ensure seamless customer experiences.
• Trained new employees, ensuring a comprehensive understanding of company policies and procedures related to customer success.

• System Analytics and Operations, managed requests for Oracle customers in North America, South America, and Europe.
• Assist with high volume support, operating systems and security.

• Handle service request escalations and incidents.
• Information Systems Security
•Trained and worked with programs such as Opera, MOS, Server troubleshooting, SQL scripts and coding.

• Improved system efficiency by analyzing and optimizing software processes.

• Provided customer service to guests needing to book reservations, upgrade, or reschedule.
  •handled escalations and follow ups. Handled issue resolutions and prioritized customer needs.
• Used various programs like OTM, MARSHA, OPERA, and Sales Force to track guests’ reservations and provide support
• Assisting with High Volume Support
• Collected payments as well as follow up with Reservation’s status.

•State registration, IRS procedures, EIN application guide, annual reports, Franchise tax, ITIN process with the IRS.

• Worked with computer programs to monitor client's procedures with state applications and document filing.
• Monitored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Enforced company policies and procedures to strengthen operational standards across departments.

• Enhanced employee satisfaction by developing and implementing effective policies and procedures.

• Streamlined call center processes for improved efficiency and reduced wait times.
• Coordination, and Stocking Store.
• Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
• Answered incoming telephone calls to provide store, products and service information.