SILVIA ROXANA SALAMANCA
Bogotá,Colombia
Summary
Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in communication, problem-solving, and teamwork, consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.
Overview
11
11
years of professional experience
Work History
Destinations Specialist
CELEBRITY CRUISES
01.2023 - Current
- Assisted guests in selecting and booking shore excursions to enhance their travel experience.
- Coordinated logistics for excursions, ensuring timely departures and efficient transportation.
- Provided local insights and recommendations to guests, enhancing their understanding of port destinations.
- Led onboard presentations about upcoming excursions, promoting engagement and interest.
- Host of the “Behind the Scenes Ship Tour” and other Ship Experiences onboard.
- Trained new staff on excursion procedures and customer service protocols to maintain service quality.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Assisted in the preparation of promotional materials for excursions, contributing to marketing efforts.
Guest Services Associate
NORWEGIAN CRUISE LINE
11.2019 - 08.2022
- Processed cash and credit transactions accurately, maintaining daily financial records.
- Conducted outreach efforts to educate businesses and travelers about customs regulations, fostering a culture of compliance among stakeholders.
- Coordinated logistics for guest services, ensuring timely responses to requests and needs.
- Provided detailed information on onboard amenities and activities, improving guest engagement.
- Managed guest feedback collection, identifying trends and areas for service improvement.
- Translated documents from English to Spanish.
- Assisted non-native English-speaking guests with any request.
Chats Representative (Sirius XM USA)
OUTPLEX
01.2021 - 06.2021
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Proactively identified trends in customer inquiries, providing insights for possible improvements in products or services offered.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Managed high volume of chat inquiries while maintaining a professional and empathetic tone throughout interactions.
- Completed business correspondence, transcription, and data entry.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Identified potential sales opportunities during chat interactions and provided appropriate recommendations to boost revenue.
Receptionist & Bar Tender
MASAYA HOSTEL
05.2017 - 08.2019
- Managed front desk operations, ensuring seamless check-in and check-out processes for guests.
- Handled guest inquiries and provided information about hostel services and local attractions.
- Processed cash and credit transactions accurately, maintaining daily financial records.
- Collaborated with kitchen staff to create and serve a diverse menu of beverages.
- Trained new employees on hospitality standards and customer service protocols.
- Assisted in organizing hostel events and activities to enhance guest engagement.
- Utilized a booking system to manage reservations and optimize room occupancy.
- Coordinated with local vendors to arrange transportation and excursions for guests.
- Provided assistance to non-native Spanish speakers, ensuring clear communication and safety in the city.
Exchange Receptionist
MASAYA HOSTEL
02.2019 - 03.2019
- Managed front desk operations, ensuring smooth check-in and check-out processes for guests.
- Trained new reception staff on operational procedures and customer service best practices.
- Handled guest inquiries and provided detailed information about hostel services and local attractions.
- Processed cash and credit transactions accurately, maintaining daily financial records.
- Collaborated with local businesses to provide guests with insights on nearby attractions and activities.
Administrative Assistance
PROSESALUD
03.2016 - 05.2017
- Managed daily office operations, ensuring smooth functionality and support for staff.
- Conducted data entry and maintained databases, ensuring accuracy and up-to-date information.
- Organized and coordinated meetings, handling logistics and materials for attendees.
- Enhanced team collaboration through proficient coordination of virtual meetings and conference calls across various time zones.
- Conferred with customers by telephone, chat or email to provide information.
- Uploaded files for team use on Google Suite and SharePoint.
Rep. Customer Service (AT&T)
CONVERGYS
04.2015 - 03.2016
- Responded to customer inquiries via phone, providing accurate information and support.
- Troubleshot technical issues for customers, guiding them through step-by-step solutions.
- Educated customers on product features and benefits, enhancing their overall experience.
- Monitored calls for quality assurance, identifying areas for improvement in service delivery.
- Maintained up-to-date knowledge of products and services to provide informed assistance.
Rep Customer Service (COMCAST)
TELEPERFORMANCE
01.2015 - 03.2015
- Responded to customer inquiries via phone, providing accurate information and support.
- Troubleshot technical issues for customers, guiding them through step-by-step solutions.
- Educated customers on product features and benefits, enhancing their overall experience.
- Monitored calls for quality assurance, identifying areas for improvement in service delivery.
- Maintained up-to-date knowledge of products and services to provide informed assistance.
Education
Debutant I, Basic Course - French
Technology Education Corporation CET
01.2018
MEWS System And Front Desk Training - Property Management System For Hotels
Masaya Hostel
Bogotá01.2018
Technician - Graphic and advertising communication
National Institute of Learning INCAP
01.2017
BPO standard course of study - English Course
ENGLISH FOR WORK SENA
01.2015
Technician - Clothing Manufacturing And Design of Patterns
SENA
Bogota, Colombia 01.2014
High School - undefined
Liceo Moderno Walt Whitman
01.2012
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Management collaboration
- Teamwork and collaboration
LANGUAGES
Spanish
Native or Bilingual
English
Full Professional
Portuguese
Professional Working
Timeline
Destinations Specialist
CELEBRITY CRUISES
01.2023 - Current
Chats Representative (Sirius XM USA)
OUTPLEX
01.2021 - 06.2021
Guest Services Associate
NORWEGIAN CRUISE LINE
11.2019 - 08.2022
Exchange Receptionist
MASAYA HOSTEL
02.2019 - 03.2019
Receptionist & Bar Tender
MASAYA HOSTEL
05.2017 - 08.2019
Administrative Assistance
PROSESALUD
03.2016 - 05.2017
Rep. Customer Service (AT&T)
CONVERGYS
04.2015 - 03.2016
Rep Customer Service (COMCAST)
TELEPERFORMANCE
01.2015 - 03.2015
Technician - Graphic and advertising communication
National Institute of Learning INCAP
BPO standard course of study - English Course
ENGLISH FOR WORK SENA
High School - undefined
Liceo Moderno Walt Whitman
Debutant I, Basic Course - French
Technology Education Corporation CET
MEWS System And Front Desk Training - Property Management System For Hotels
Masaya Hostel
Technician - Clothing Manufacturing And Design of Patterns
SENA