Viergina Severe
Miami,USA
Summary
Problem-solving. Experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Enthusiastic and eager to contribute to team success through hard work, attention to detail. Motivated to learn and grow.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Travel Consultant
American Express
06.2024 - Current
- Built strong relationships with clients through exceptional communication and personalized service.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Streamlined booking processes for increased efficiency and reduced client wait times.
Sales Executive
W
06.2022 - Current
- Achieved sales goals and service targets by building customer relationships
- Organized the HelmsBriscoe reception
- GCAW 2022 and 2023 champion
- Presented valuable sales presentations to the National Group Sales and MILUX Team
- Researched sales opportunities to exceed sales goals by soliciting business with 3 closures
- Conducted site inspections with 17% closing
- Onboarding of the Team
- Updated our Sales Organizational chart, Idea Group Size chart and Sales Presentation
- Conducted our Funnel Report and pull the Status Change Report
- Assisted with the lead’s assignments
Welcome Desk Manager
W
03.2021 - 06.2022
- In charge of new hire training onboarding plan and submitted performance evaluations
- Developed trainings, tasks and process guidelines
- Trained our New Managers
- Stepped into the moonlight TC role and learned new skills and conducted the night audit
- Created successful work schedules for the department
- Performed the Welcome BSA audit reports, participated in driving our mobile metrics and met 2/3 goals compared to previous years
Elite Supervisor
W
05.2019 - 03.2020
- Nominated Talent of the month in October 2019
- Acknowledged by my GM as an Epic Talent with multiple mentions in Trip Advisor and GSS which our scores increased to 80%
- Collaborated with team members to achieve target results, while delegating tasks
- Luminous Concierge and Cobalt Concierge and captured our Elites preferences
Rooms Controller/ Supervisor
W
08.2016 - 05.2019
- As Supervisor, fixed any discrepancy, ran high balance, guests’ recovery issues
- As Rooms Controller, ensured the house was balanced, United Crew arrivals process
- Managed the upgrade program in 2017 leading the Team to surpass our annual goal
- Obtained BI Certification and Interviewed individuals adding value to the Team
Welcome Agent – Whatever Whenever Agent (Phone Operator)
W Hotels
03.2015 - 08.2016
- Answered phone calls, processing check-in, checkouts, guests’ recovery, GXP requests
- Assisted the Director of Rooms Lydie with work projects
- Assisted the Marketing Manager with events and happenings on property
Passenger Service Agent & Customer Service Agent
Swissport & American Airlines
09.2012 - 12.2014
Ticket Sales Agent
Sora S.A. / Delta Air Lines
06.2009 - 03.2010
Travel Agent
Sans Souci Travel Agency
01.2005 - 05.2009
Education
Certification in Hospitality & Tourism Management -
Florida Atlantic University
Boca Raton, FL01.2020
Degree - Foreign Languages & Translation French, Creole, English, Spanish
Quisqueya University
Haiti01.2008
Skills
- Lightspeed
- Marsha
- CI
- Empower
- Knowland
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Microsoft PowerPoint
- Delta Term
- SABRE
- Goal driven
- Sense of urgency
- Fast learner
- Proactivity
- Flexible
- Responsible
Certification
- Diploma in Therapeutic Massage and Hydrotherapy, Educating Hands, School of Massage, 09/01/14
- Certificate of Achievement in Customer Service, American Airlines, Miami International Airport, 11/01/12
- Certificate in Ticketing and Global Sales, Delta Air Lines, Salt Lake City UT, 01/01/10
- Certificate in Spanish Languages, Universidad Catolica Tecnologica de Barahona, Dominican Republic, 08/01/05
Timeline
Travel Consultant
American Express
06.2024 - Current
Sales Executive
W
06.2022 - Current
Welcome Desk Manager
W
03.2021 - 06.2022
Elite Supervisor
W
05.2019 - 03.2020
Rooms Controller/ Supervisor
W
08.2016 - 05.2019
Welcome Agent – Whatever Whenever Agent (Phone Operator)
W Hotels
03.2015 - 08.2016
Passenger Service Agent & Customer Service Agent
Swissport & American Airlines
09.2012 - 12.2014
Ticket Sales Agent
Sora S.A. / Delta Air Lines
06.2009 - 03.2010
Travel Agent
Sans Souci Travel Agency
01.2005 - 05.2009
Certification in Hospitality & Tourism Management -
Florida Atlantic University
Degree - Foreign Languages & Translation French, Creole, English, Spanish
Quisqueya University
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