Yadira Pons Ricardo
Miami,FL
Summary
Proven expert in Customer Service and CRM, I excelled at Hotel Las Tunas by adeptly handling escalated calls, enhancing customer satisfaction, and mentoring new staff. My blend of effective communication and complaint resolution skills led to significant improvements in client relations, showcasing my ability to achieve positive outcomes under pressure. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Costumer Services
Hotel Las Tunas
2013.01 - 2023.09
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Tourism Agent
Campismo Pupolar Tourism Agency
2005.01 - 2012.12
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Education
High School Diploma -
Tourism Training Center, Las Tunas
Cuba12.2020
High School Diploma -
Hotel And Tourism School Holguin
Holguin, Cuba02.2001
High School Diploma -
ESPA Anibal Aponte Martinez
Cuba07.1998
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Complaint Handling
- Problem Resolution
Certification
- [Turistic marketing] Training - (from 11/15/2020 to 12/31/2020)
- English language courses Training - (02/03/2000-02/08/2001)
Languages
Spanish
Native or Bilingual
English
Elementary
Timeline
Costumer Services
Hotel Las Tunas
2013.01 - 2023.09
Tourism Agent
Campismo Pupolar Tourism Agency
2005.01 - 2012.12
High School Diploma -
Tourism Training Center, Las Tunas
High School Diploma -
Hotel And Tourism School Holguin
High School Diploma -
ESPA Anibal Aponte Martinez
- [Turistic marketing] Training - (from 11/15/2020 to 12/31/2020)
- English language courses Training - (02/03/2000-02/08/2001)
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