Marina Diaz
Santo Domingo Norte,Provincia Santo domingo
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated Sales expert in hospitality experienced in seasonal roles with a superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising, and marketing skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service & Sales Supervisor Remote
OutPLEX DR
Santo Domingo , Santo Domingo Norte
04.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented and developed customer service training processes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
- Cross-trained and backed up other customer service managers.
- Handled customers in fast-paced setting in coordination with solid team of 19 customer service associates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers with, special order requests, and arranging merchandise pick-up.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Provided information regarding charge accounts and loyalty programs.
- Recommended products to customers, thoroughly explaining details.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved escalated issues over phone with 10-15 customers daily.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Developed, updated and organized ICA, salesforce databases to handle customers.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Sought ways to improve processes and services provided.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Surpassed sales goals through implementation of effective marketing strategies.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Reservations Assistant
Punta Cana Resort & Club
Punta Cana , Provincia La Altagracia
11.2016 - 07.2018
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Maintained awareness of types of rooms available in different resort locations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow-through on all calls with confirmations and dissemination of requested information.
- Worked closely with the front desk to achieve full occupancy of the property.
- Prepared customer invoices, accept payments, and processed refund and cancellation requests.
- Handled billing information over the phone.
- Utilized reservations system Opera and Rainmaker to input key data into hotel's database system.
- Improved operations through consistent hard work and dedication.
- Managed on-site evaluations, internal audits, and customer surveys.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Handled reservations and answered questions from interested patrons for 3 completely different hotels with more than 400 rooms.
Sales & Marketing Manager
Lorenzillos Punta Cana
Punta Cana, 11
07.2018 - 04.2020
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Engaged with customers to effectively build rapport and lasting relationships.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training reaching and passing our sales goal from 15% to 25% of sales per interaction.
- Maintained records related to sales, returns, and inventory availability.
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Processed product returns and assisted customers with other selections.
- Solved customer challenges by offering relevant products and services.
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Provided positive first impressions to welcome existing, new and potential customers.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Updated team with relevant data on the daily basis in order to get them to improve any matrics below our goal or to show how they were doing regarding their overall performance
Client Advocate
Legal Soft Solutions
Remote , Remote
06.2021 - Current
- Maintained a positive office environment using active listening and prompt problem-solving.
- Worked with clients to improve life choices and maximize the benefits of programs.
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources, and presented results.
- Maintained energy and enthusiasm in theafast-paced environment.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used tools like salesforce, Zendesk, Slack, etc to maintain constant communication with our clients and employers
Education
Marketing - Marketing Management And Research
Universidad Dominicana Organización & Métodos
Santo Domingo High School Diploma -
Colegio Adventista Metropolitano
Santo Domingo 06.2009
Skills
- Customer service management
- Efficient customer service expert
- Salesforce Software
- Product and Service Promotion
- Decision Making
- Sales Program Coordination
- Sales Projections
- Performance Evaluations
- Staff Training and Development
- Problem Solving
- Customer Complaint Resolution
- Presentations and Public Speaking
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 25 staff members with a high volume of calls during high season and also training the temporary representatives with out impacting our customer satisfaction metric.
- Managed large groups arrangements (up to 400) at restaurants, clubs, hotels etc for many of our clients.
- managed to have the high end hotel of the brand at full capacity meeting the minimum of 7 nights during holiday season under Rack Rate.
Certification
- MCAS - Microsoft Certified Application Specialist
- Sales Essentials Certificate
- Sales Manager Certificate
Family time
I have two beautiful kids a boy and a girl they are the best part of me and i always work thinking that they deserve to have the example of a hard working achieving mom looking out for them. we play every day we talk and we always try to make the most four time together.
Timeline
Client Advocate
Legal Soft Solutions
06.2021 - Current
Customer Service & Sales Supervisor Remote
OutPLEX DR
04.2020 - Current
Sales & Marketing Manager
Lorenzillos Punta Cana
07.2018 - 04.2020
Reservations Assistant
Punta Cana Resort & Club
11.2016 - 07.2018
Marketing - Marketing Management And Research
Universidad Dominicana Organización & Métodos
High School Diploma -
Colegio Adventista Metropolitano
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