SASHA RODRIGUEZ JIMENEZ
San Antonio,USA
Summary
Client-focused and results-oriented professional with advanced expertise in customer service and business management, specializing in transportation logistics coordination. Demonstrates exceptional organizational and leadership skills, fostering collaborative relationships with clients and stakeholders. Renowned for innovative problem-solving capabilities that effectively address complex business challenges.
Overview
33
33
years of professional experience
Work History
Business Manager - Operations & Logistics
Rico Sun Tours, Inc.
San Juan, Puerto Rico
10.2012 - Current
- Oversee daily operations across multiple departments, including ops, reservations, sales, and HR.
- Manage group coordination and logistics from A to Z, including SMERF (Social, Military, Educational, Religious, and Family) and MICE (Meetings, Incentives, Conferences, and Exhibitions).
- Manage cruise accounts, including Royal Caribbean, Carnival Cruise Line, Virgin Voyages, and more.
- Lead cruise operations, such as Disney Cruise Line, with over 85 staff members.
- Tour and Transportation Coordinator and Dispatch.
- Negotiated pricing agreements with vendors and suppliers based on organizational needs.
- Designed presentations, formulated competitive proposals, calculated pricing models, and drafted contracts.
- Analyzed market trends and identified new business opportunities.
- Spearheaded product development.
- Expanded service promotions via extensive travel and network building.
- Increase the company's MICE (Meetings, Incentives, Conventions, Expos) market share.
- Ensured compliance with industry regulations and company policies.
- Interacted with customers and vendors with utmost professionalism to solve various problems.
- Developed and implemented SOPs to improve operational efficiency and service quality.
- Provided leadership, insight, and mentoring to team members. Delegate work.
Customer Service & Logistics Manager
Rico Sun Tours, Inc.
San Juan , Puerto Rico
10.2008 - 09.2012
- Provide excellent customer service to external and internal clients.
- Support the Reservations and Sales Department's customer service and sales needs from a logistical point of view.
- Served as the point of contact between customers and internal teams to de-escalate any issues and facilitate client recovery.
- Organized shift assignments to meet expected coverage demands.
- Reviewed completed work to verify consistency, quality, and drive performance improvements.
- Organized client contracts, records, and reports.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries and/or procedures.
- Conducted training sessions for staff on new products, services, and customer service techniques.
Reservations Agent & Group Sales
Rico Sun Tours
San Juan , Puerto Rico
08.2008 - 10.2010
- Complete booking process, from A to Z in RST's Reservations Dept.
- Gathered data, & prepared a full proposal in RST's Sales Dept.
- Delivered insightful advice about available service offerings and product options, resulting in sales.
- Managed interactions with vendors.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Utilized problem-solving skills to resolve customer complaints efficiently and effectively.
- Kept accurate knowledge of industry standards.
- Trained new employees on proper use of software applications used within the department.
- Attended trade shows, conventions, exhibitions, dinners and other promotional events for brand representation.
Human Resources Specialist
Rico Sun Tours, Inc.
San Juan , Puerto Rico
10.2000 - 07.2005
- Full-cycle recruiting process.
- Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
- Maintained employee records in compliance with federal and state laws, ensuring accuracy and confidentiality.
- Developed and updated HR policies and procedures manuals, ensuring alignment with best practices and legal requirements.
- Developed Standard Operating Procedures.
- Identified opportunities to improve customer service, and proposed solutions to increase efficiencies.
- Address work complaints, or other employee concerns.
- Conducted exit interviews with departing employees to identify areas of improvement in the organization.
- Enhanced departmental insight by participating in cross training efforts in Operations, Reservations & Sales.
Representatives Supervisor
Rico Sun Tours, Inc.
San Juan, Puerto Rico
05.1998 - 09.2000
- Set a high standard of performance as a model for team members.
- Managed scheduling for staff, ensuring adequate coverage for all tasks.
- Manage passenger manifests and EOD reports.
- Trained new representatives on company policies and procedures.
- Monitored employee productivity to provide constructive feedback and coaching.
- Found solutions to guest-related situations when challenges arose.
- Fostered effective collaboration among airlines, cruise ships, hotels, and team members.
Air Canada Vacations Representative
Rico Sun Tours, Inc.
San Juan, Puerto Rico
10.1994 - 04.1998
- Greeted customers and responded to inquiries in a timely manner.
- Educated customers on hotel and destination features to ensure they had an excellent vacation experience.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Generated accurate and detailed reports.
Service Representative
Rico Sun Tours, Inc.
San Juan , Puerto Rico
10.1992 - 09.1994
- I greeted customers, provided directions, and answered inquiries in a professional manner.
- Conducted welcome briefings and accurately dispatched buses at various locations.
Education
BBA - Human Resources Management
University of Puerto Rico
Rio Piedras, Puerto Rico06-1999
Skills
- Communication skills
- Attention to Detail
- Project management
- Vendor negotiation
- Logistics coordination
- Organizational skills
- Customer service
- Team leadership
- Staff training
- Problem solving
- Multitasking
- Account Management
- Human resources management
- Time management
- Logistics management
- Operations management
- CRM & TMS
- Microsoft Office
Accomplishments
- Honor Society
- Presidential Award
- Cum Laude
- CIS (Certified Incentive Specialist)
Languages
English
Full Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Business Manager - Operations & Logistics
Rico Sun Tours, Inc.
10.2012 - Current
Customer Service & Logistics Manager
Rico Sun Tours, Inc.
10.2008 - 09.2012
Reservations Agent & Group Sales
Rico Sun Tours
08.2008 - 10.2010
Human Resources Specialist
Rico Sun Tours, Inc.
10.2000 - 07.2005
Representatives Supervisor
Rico Sun Tours, Inc.
05.1998 - 09.2000
Air Canada Vacations Representative
Rico Sun Tours, Inc.
10.1994 - 04.1998
Service Representative
Rico Sun Tours, Inc.
10.1992 - 09.1994
BBA - Human Resources Management
University of Puerto Rico
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