YESENIA FONSECA

• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Resolved various issues and discrepancies for customers.
• Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
• Handled billing information over phone.

• Troubleshot problems for callers and helped independently resolve common issues.
• Explained product prices and packages as well as answered questions and addressed concerns of customers.
• Made average of 200 outbound and inbound calls per day.
• Recorded contact information of customers and potential customers in internal database.
• Delivered exceptional results under tight deadlines by demonstrating adaptability in high-pressure situations.
• Assisted with training and orientation of new employees.
• Answered calls, took messages, and transferred calls to correct individuals.
• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.

•Oversaw multiple databases to facilitate the pre-check-in process at the facilities.

• Coordinated vendor activities to ensure effective customer service.

• Monitored and recorded customer arrivals.

• Managed and documented pertinent information within the computer system.

• Responsible for carrying out the activities included in the daily activities program, reinforcing the image, philosophy, and style of the hotel.
• Organize the activities of the day, always taking into account the number and age of the children.
• Collaborate with the rest of the team in the development of socio-cultural activities.
• Increased parent satisfaction with the program by maintaining open communication channels and addressing feedback promptly.
• Evaluated staff performance regularly, offering constructive feedback and guidance to enhance overall team effectiveness.
• Organized special events and field trips to broaden children''s exposure to various cultural experiences.

• Collaborated on everyday operational duties with operations director.
• Answered customer questions about hours, seating, and menu information.
• Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
• Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.