Yahaira Velez
Orlando,Fl
Summary
Consistent Reservation Specialist with natural gifts in active listening, personal service and sales. Talented at public speaking, upselling, marketing and providing 24/7 reservation support. Organized, welcoming and dedicated to addressing inquiries and concerns in a timely and accurate fashion.
Overview
26
26
years of professional experience
Work History
Reservation Specialist/ Call Center
Days Inn
03.2021 - 02.2024
- Answered phones and assist customers in making, altering, or canceling reservations
- Respond to emails with reservation information, confirmations, and additional details
- Advise customers regarding ongoing promotions or available upgrades that may enhance their experience
- Answered questions regarding rooms, facilities, rates, and events
- Accurately record customer information and charge credit cards upon successful reservations
- Communicated via email chat and phone regarding vacation packages and upselling.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
Assistant General Manager
Checker's Rally
06.2012 - 03.2020
- Responsible for improving efficiency and increasing departmental profits while managing the company's overall operations
- Oversaw several elements including hiring staff, operating budgets, inventory and audits
- Labor control and launching price promotions that could attract more customers
- Collected Bank deposits, acting store manager and key holder to 7 stores
- Implemented new strategies to increase sales revenue and customer satisfaction
- Organized team meetings and delegated staff work stations to deliver overall productive shift structure.
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
Dispatcher/ Administration
J&P Freight Express
02.1998 - 04.2012
- Promoted quickly to front office management after successfully working in every department and possessed remarkable office atmosphere to all customers and employees
- Delegated all drivers to their scheduled routes for deliveries
- Processed payroll as well as AR/AP.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Business Administration and Entrepreneurship -
Florida Technical College
01.2013
High School Diploma -
Oakridge High School
06.1997
Skills
- Customer Service
- Photography
- AR/AP
- Fluent in English & Spanish
- Familiar with all MS tools and software
- Adaptability
- Detail Oriented
- Active listening skills
- Team Development
- Reservation software
- Computer literate
- Administrative experience
- Personal service experience
- Telephone reservations
- Customer Engagement
- Phone Etiquette
- Upselling proficiency
- Travel Planning
- Transportation information
- Hotel accomodations
- Problem-Solving
- Critical Thinking
Languages
Spanish
Full Professional
Timeline
Reservation Specialist/ Call Center
Days Inn
03.2021 - 02.2024
Assistant General Manager
Checker's Rally
06.2012 - 03.2020
Dispatcher/ Administration
J&P Freight Express
02.1998 - 04.2012
Business Administration and Entrepreneurship -
Florida Technical College
High School Diploma -
Oakridge High School
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