Victor Villanueva
Pembroke Pines,FL
Summary
Professional ,Reliable,and punctual Employee who successfully handles fast-paced tasks in a timely manner while keeping a high customer service attitude. Proven willingness to take on any task to support team and help business succeed. A team player, Offers strong verbal and computer and customer service abilities Skills. Always eager to learn.
Overview
11
11
years of professional experience
Work History
Guest Experience Specialist
Norwegian Cruise Line
Miami, FL
01.2023 - Current
- Reviewed post cruise issues
- Conducted surveys to gauge guest satisfaction levels with services and amenities.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Assisted in compensating guests to retain loyalty to company
Resolution Desk Agent
Norwegian Cruise Line
Miami, Florida
05.2021 - 01.2023
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Handled escalations from direct guest, travel agents.
- Assisted team members in different departments with voiding fees, changing effective dates, and any system access that was restricted to them.
- Emailed ships on sailing dates for assistance and approvals
Hybrid Agent
Norwegian Cruise Line
Miami, FL
10.2019 - 05.2021
- Answered inbound calls from multiple departments such as groups, concierge,international callers and direct guest
- Maintain high level of customer service as well as use tools given to provide accurate information to guests
- Service existing reservations and assist travel agents and or direct guest with bookings
- Posses up to date knowledge about our ships,itineraries and regulations
Call Center Agent
Iberostar Star
Miami, FL
08.2018 - 10.2019
- Accommodated callers with special needs such as language interpretation and call escalation to specific departments
- Completed routine transactions for customers such as opening accounts and processing payments
- Delivered accurate organizational information, including products, services, and procedures
- VV
- Safeguarded customer data by observing all information security policies and confidentiality guidelines
- Completed inquiries and followed up with customers to share findings and offer solutions
- Updated records with all interactions and customers transactions.
Sales Associate
Macy's
Miami, Florida
05.2017 - 08.2018
- Located hard-to-find items for customers, checking sister stores and other businesses to satisfy unique needs
- Helped customers navigate store, complete sales, and process returns
- Created memorable customer experiences by offering personalized sales support
- Answered customers' questions about products, prices, and availability
- Improved sales process by delivering feedback to management
- Cleared out older stock regularly, assisting with clearance markdowns and special sales promotions.
Wait Staff Member
Magic City Casino
Miami, FLORIDA
07.2014 - 01.2016
- Helped keep dining room clean by pre-bussing tables and quickly handling spills
- Reset and cleaned tables efficiently between seatings
- Completed opening, closing, and shift change tasks on-schedule each day
- Addressed food issues, concerns, and needs with food and nutrition services team
- Contributed to efficient dining room operations by restocking supplies and backing up team members
- Trained new staff on proper procedures and strategies to maximize efficiency
- Memorized menu additions, changes, and limited offerings and answered questions regarding dietary restrictions and nutrition information.
Education
High school diploma -
Miami Coral Park Sr. High
Miami, Florida05.2013
Skills
- De-escalation Techniques
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Bilingual
- Complaint handling
- Feedback collection
- Guest relations
Contact
Miami, FL 33172
Languages
- English
- Spanish
- Portuguese
Timeline
Guest Experience Specialist
Norwegian Cruise Line
01.2023 - Current
Resolution Desk Agent
Norwegian Cruise Line
05.2021 - 01.2023
Hybrid Agent
Norwegian Cruise Line
10.2019 - 05.2021
Call Center Agent
Iberostar Star
08.2018 - 10.2019
Sales Associate
Macy's
05.2017 - 08.2018
Wait Staff Member
Magic City Casino
07.2014 - 01.2016
High school diploma -
Miami Coral Park Sr. High