Juan Hernandez

• Work closely with 15 + team members to improve performance
• Monitor daily activities, provide hands on training and mentoring
• Establish and communicate clear improvement plans with new and existing agents
• Provide on going coaching and positive feedback
• Assist supervisors with on board training of all new hires
• Collaborate with Administrative/Inventory teams to resolve any issues
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

Wyndham Destinations-Reservations Agent 05/2017-05/2019

• Established highest level of customer experience by engaging and using active listening skills to encourage travel
• Ensured customer eligibility in order to send qualified tours to increase volume at each site
• Demonstrated polite, helpful and knowledgeable attitude to promote positive brand image

Summer Bay Resort Exploria-Front Desk Supervisor 08/2016-05/2017

• Provided guest with above and beyond service, including to making outside venue reservations and setting up tours
• Trained new staff on proper procedures, compliance requirements and performance strategies
• Coordinated with housekeeping, maintenance and security to meet all guest needs
• Proved successful working within tight deadlines and fast-paced atmosphere

Summer Bay Resorts-Rooms Controller 01/2016-08/2016

Summer Bay Resorts-Front Desk Agent 02/2015-01/2016

Casino Del Sol-Tables Game Dealer 07/2004-10/2014