Carlos Waldy Bautista Blanco
Santiago
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication, and succeed in a multicultural environment while worked and lived with people from all around the world.
Overview
10
10
years of professional experience
Work History
Guest Service Agent
MSC Cruises
02.2023 - Current
- Successfully completed Guest service training and got promoted from Guest Service Trainee to Guest Service Agent within 2 months, the average time to be promoted is 3-4 month
- Provided accurate information and answers to guest/crew questions, requests, or concerns
- Handled difficult situations like Medical Emergencies, Missing persons, and other concerning issues in a very outstanding way, while following procedures and taking proper actions in perfect timing
- Worked as part of a team while performing under pressure and demonstrated very strong problem-solving skills
- Worked and lived in an international environment with crewmembers and guest from all over the world
- Assist with embarkation operations while welcoming more than 4,100 guests and maintaining a friendly, positive, and professional manners.
Airport Operations Crew
JetBlue Airways
04.2021 - 01.2023
- Processed flight tickets and seat upgrades for guests while identifying guest needs for additional products or services
- Created positive start to passenger trips by greeting passenger and providing seamless check-in and ticketing experience.
- Provided exceptional customer service to fulfil customer needs and ensured a safe environment especially during irregular operations (IROPS)
- Communicated with customers to keep them constantly informed and assisted with special needs
- Coordinated with other agencies to maintain safe and secure airfield environment.
- Conducted check-in’s via computer.
Customer Service Representative
Support Services Group
06.2020 - 03.2021
- Answering phone calls and chats from customers professionally and responding to their inquiries and complaints
- Researching required information using available resources
- Identifying, escalating priority issues, and reporting to the high-level management
- Interacted with guests and staff using clear and professional language.
Merchandise and Attractions
Disney College Program
08.2019 - 01.2020
- Followed procedures during attractions evacuation process and guarantee guest safety and satisfaction
- Explained the attraction and rules in a fun, safe encouraging way
- Achieved merchandise budget goals by selling paintings by Disney artists such as Thomas Kinkade and Will Gay, along with hand crafted figurines, and ornaments
- Demonstrated outstanding teamwork, communication, efficiency, and courtesy skills as well as safe practice and procedures in a multicultural environment with guest and cast-member from all around the world.
Sandwich Artist
Subway
04.2014 - 08.2016
- Extended a cheerful and helpful manner while greeting guests and preparing their orders
- Demonstrated a complete understanding of menu items to explain to guests accurately
- Used point of sale systems as well as the cash register to record the orders and compute the amount of the bill and handled payment from guests.
Education
Bachelor’s Degree - Hotel And Restaurant Management
Pontificia Universidad Católica Madre Y Maestra (PUCMM)
Santiago, Dominican Republic01.2020
Skills
- Native Spanish speaker, fluent in English, and intermediate in Italian
- STCW certificated (Crowd and crisis management, Firefighting basic training, Medical first aid, Personal survival technics, and Security awareness)
- Harvard Manage Mentor certificated in difficult interactions and coaching
- Passionate about customer service, and aviation with more than 4 years of experience
- Resilient and highly adaptable to new environments, people, and cultures
- Computer skills: Sabre, Fidelio, MATRA, New Hotel, Microsoft Dynamic, Office and more
- ServSafe certificated in food protection manager
- Guest Complaint Resolution
- Payment Collection
- Guest Communication
- Guest Relations
Websites
Languages
Spanish
Native language
English
Advanced
C1
Italian
Elementary
A2
Timeline
Guest Service Agent
MSC Cruises
02.2023 - Current
Airport Operations Crew
JetBlue Airways
04.2021 - 01.2023
Customer Service Representative
Support Services Group
06.2020 - 03.2021
Merchandise and Attractions
Disney College Program
08.2019 - 01.2020
Sandwich Artist
Subway
04.2014 - 08.2016
Bachelor’s Degree - Hotel And Restaurant Management
Pontificia Universidad Católica Madre Y Maestra (PUCMM)
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