ROSA ZAMBRANO DE LEON
Indio,CA
Summary
Dynamic customer service leader with extensive experience at Hilton Grand Vacation Club, excelling in inventory management and team leadership. Proven track record in enhancing guest satisfaction and streamlining operations. Adept at data analysis and event coordination, driving results through collaboration and effective communication.
Overview
2
2
years of professional experience
Work History
Lead Front Desk
HILTON GRAND VACATION CLUB
Palm Desert, USA
11.2023 - Current
- Ensure agents maintain excellent customer service.
Check that the charges are correct in the system.
Follow up on our guests' complaints or suggestions.
Perform the Tally process to return points for stays to Hilton Honors members.
Set our agents' weekly schedules.
Manage inventory in the system.
Assign rooms for our reservations.
Front Desk Agent/Night Audit
HILTON GRAND VACATION CLUB
Palm Desert, USA
01.2023 - Current
- Verify that the credit card totals are balanced. Verify the in-house renter’s room revenue, resort fee, EMP, ICR’s RR, any exchangers RFs, and all security deposits were authorized. Verify agent reports: bank count reconciliation (start and end), cash drop (if applicable), shift report, folio adjustment report, and checklist. Perform a bucket check for paper reg cards, collect all agents' sheets, and file them with the night audit. Verify B2B reservations with "Arrivals" and "Departures," and affix any reservations needing to be linked.
Call Center Dispatcher
ROCHE PANAMA PRODUCTS, S.A.
- Supervise the Engineers of Central America and the Caribbean in the customer service process.
- Monitor care and conduct surveys of annual customer satisfaction.
- Carry out events, meetings and conventions at the Central America and the Caribbean.
- Responsible for the training of new Dispatcher in Mexico, for the opening of the call center.
- Prepare monthly and quarterly reports on equipment and parts available in inventory and dispatch the orders to the different countries (Center America and Caribbean).
Customer Service and Sales
COPA AIRLINES
, Panama
- Company Overview: (Panama)
- Sales of tickets and vacation packages.
- Assist guests with their travel needs, answering questions, checking in, and boarding.
- Assist guests whose luggage has been lost or damaged.
- (Panama)
Management Assistant
AEROPERU
, Panama
- Company Overview: (Panama)
- Prepare sales reports and hold monthly meeting with the airlines association, prepare meeting Minutes.
- Sales of tickets and vacation packages.
- (Panama)
Management Assistant
TRANSCANAL AGENCY, S.A.
- Responsible for preparing arrival documents for containers, invoices, bill of lading, to review and transporting to the different storages.
- Creating inventory and keeping records of transportation, keep accounting books (debit and credit), payroll, accounts receivable and accounts payable.
Customer Service Representative
DELL PANAMA
Panama, Panama
- Receive calls from customers in the United States and Latin America/ customer service.
Sales Agent/Customer Services Representative
DIABETIC NETWORKS
- Sales of device to measure sugar in Diabetic patients.
Education
Ignite Leaders Program
Hilton Grand Vacation
Florida City, FL04-2025
English -
University of Florida
01.1998
Bachelor of Systems -
Latin University of Costa Rica
01.1995
One year - Computer Programming
Institute of Specialized Techniques
01.1993
Bachelor of Commerce - Accounting and clerical duties
Richard Neumann College
01.1990
Skills
- Customer service
- Inventory management
- Sales reporting
- Event coordination
- Data analysis
- Systems operations
- Team leadership
- Collaboration
- Organizational skills
Languages
- English
- Spanish
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Lead Front Desk
HILTON GRAND VACATION CLUB
11.2023 - Current
Front Desk Agent/Night Audit
HILTON GRAND VACATION CLUB
01.2023 - Current
Call Center Dispatcher
ROCHE PANAMA PRODUCTS, S.A.
Customer Service and Sales
COPA AIRLINES
Management Assistant
AEROPERU
Management Assistant
TRANSCANAL AGENCY, S.A.
Customer Service Representative
DELL PANAMA
Sales Agent/Customer Services Representative
DIABETIC NETWORKS
Ignite Leaders Program
Hilton Grand Vacation
English -
University of Florida
Bachelor of Systems -
Latin University of Costa Rica
One year - Computer Programming
Institute of Specialized Techniques
Bachelor of Commerce - Accounting and clerical duties
Richard Neumann College
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