Marino

Demonstrated experience with Creating Personalized Guest Experiences.

Demonstrated experience with Spanish.

Demonstrated experience with English.

Demonstrated experience with Chinese.

Demonstrated experience with Hotel Management Software.

Delivered exceptional service to diverse clients, consistently meeting KPIs for customer satisfaction., Adapted to various customer profiles and provided tailored solutions to resolve issues efficiently., Supported U.S.-based clients such as Amazon, Verizon and Best Buy in bilingual (English/Spanish) customer service, retention, collection and IT support., Handled technical support and retention strategies to resolve service cancellations, improve loyalty, and enhance customer experience.

Led guest satisfaction program that improved satisfaction scores by 55%., Implemented a real-time feedback system, allowing for rapid issue resolution., Improved front desk response time by implementing streamlined communication practices.

Coordinated cultural immersion events to enhance guest experience., Developed a front desk cross-training program to boost team flexibility and service quality.