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Travel and Customer Service Professional with 5+ years in Hospitality, Logistics, and Healthcare
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Competencies
Skilled in understanding client needs, resolving concerns, and enhancing customer experience across diverse sectors.
Experienced in scheduling, carrier management, and ensuring timely delivery operations in logistics environments.
Proven ability to oversee teams, delegate tasks, and improve team performance in healthcare and customer service settings.
Effective at diagnosing issues, proposing solutions, and managing conflicts to maintain service quality.
Languages
Summary
Dedicated professional with over 5 years of experience in travel planning, customer retention, logistics, and healthcare team management. Adept at enhancing customer satisfaction, streamlining operations, and leading teams to meet organizational goals.
Key Achievements
- Designed personalized travel itineraries enhancing customer satisfaction and loyalty at Hotelbeds.
- Resolved complex customer retention issues, successfully reducing cancellations and increasing service retention at Liberty Powers.
- Optimized delivery schedules and carrier coordination, ensuring timely logistics operations at Arrive Logistics.
- Led healthcare teams to meet performance and quality standards, improving operational efficiency at Quality Healthcare.
- Managed healthcare appointment rescheduling and resource allocation, improving patient service at TEMU.
Experience
Travel advisor
Create customized itineraries for clients, taking into account their interests, needs and budget. This includes flights, ground transportation, accommodations and activities.. Resolve concerns about travel documentation, insurance, visa requirements, changes in reservations, among others.. Receive and respond to calls, emails or messages from clients interested in travel. Advise on destinations, accommodation options, activities and travel packages according to their preferences and budget.. Research the best available options in terms of prices, schedules and quality of services, using specialized tools and platforms.. Make reservations for flights, accommodation, tours and other services, making sure to confirm all details with the client and manage payments.
Retentions/Collections
Investigate the reason why the customer wants to cancel, whether due to cost, dissatisfaction with the service, personal problems, or competition.. Propose options such as discounts, service adjustments, plan changes, or exclusive benefits to retain the customer.. Show understanding and commitment to the client, seeking a solution that satisfies both parties.. Follow up with customers with retention agreements to ensure that no new cancellations occur.
Logistics Coordinator/ Dispatcher
Coordinate the scheduling of product or material deliveries according to customer requests, ensuring that established delivery times are met.. Select and coordinate with appropriate carriers (truckers, trucking companies, etc.), ensuring that vehicles are available and in good condition to meet deliveries.. Monitor the status of shipments during the transportation process to ensure that they arrive at their destination on time and without problems.. Ensure that orders are processed on time and delivered correctly to customers or destinations.. Resolve any problems related to shipments or deliveries, such as delays, losses, damages or discrepancies in orders. This involves maintaining constant communication with customers to inform them of the status of their orders.
Team Leader/ Back Office
Oversee the performance of health coordinators, ensuring that they meet established objectives and quality standards.. Delegate daily tasks to the coordinators, ensuring that they are evenly distributed and that each member is clear about his or her role.. Conduct periodic evaluations of team performance, providing constructive feedback, identifying areas for improvement and offering additional support as needed.. Organize and lead daily or weekly meetings to review objectives, resolve issues, and ensure the team is aligned on priorities and objectives.
Team Leader
Help resolve health care related issues, such as rescheduling appointments, problems with physician availability, or challenges with medical resources.. Define specific objectives and deadlines to provide direction and clarity for the team’s efforts.. Encourage team members to express their ideas and feedback openly, fostering a culture of collaboration.. Regularly track progress, obstacles, and outcomes to ensure everyone stays informed and accountable.. Facilitate resolution of conflicts by ensuring all perspectives are heard, promoting a spirit of teamwork.. Provide support for individual growth and recognize accomplishments to enhance motivation and team morale.. Continuously monitor project milestones and deliverables, offering updates and making necessary adjustments to stay aligned with goals.