Abel Ernesto Fernandez Perez
Reservation Agent
Benito Juarez
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering more than 5 years of experience in Travel and Hospitality bookings.
Overview
11
11
years of professional experience
2006
2006
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Reservation Agent
Majestic Tours and Transportation
11.2025 - Current
- 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.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Sales Agent
Teleperformance
04.2025 - 10.2025
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Explained features and advantages of Travel and tours products or services to promote sales.
Reservation Agent
Dreamport Travel
01.2023 - 01.2025
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained awareness of types of rooms available in different resort locations.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
Reservation Supervisor
Classic Cars in Cuba Tours and Rentals
01.2015 - 11.2022
- Develop and promote tour packages quotes featuring classic car rentals, including itineraries, pricing, and marketing materials.
- Negotiate with suppliers (e.g., tour guides, drivers) to create attractive and competitive packages.
- Manage tour bookings, including scheduling, communication with clients, and handling any changes or cancellations.
- Collaborated with team members to streamline quote processing workflows, enhancing efficiency.
- Managed customer inquiries, providing detailed quotes tailored to individual preferences.
- Utilized CRM software to track customer interactions and maintain updated quote records.
- Trained new staff on quoting procedures, improving overall team performance and consistency.
- Analyzed customer feedback to refine service offerings and enhance quotation accuracy.
- Collaborated with sales team to develop customized proposals tailored to meet client needs and preferences.
Education
Licenciatura - American History
Universidad De La Habana
Tecnico superior - Comercializacion y Marketing del Producto turistico
Escuela de Hotelería y Turismo
La Habana, CubaGED -
Escuela De Hotelería Y Turismo
La Habana, CubaTour Guiding Supervisor - Hospitality And Tourism Management
Escuela Internacional De Hoteleria Y Turismo.
La Habana, Cuba.Skills
Travel bookings
Certification
• TripAdvisor Certificate of Excellence 2015-2020 : Classic Cars in Cuba Tours & Rentals.
Timeline
Reservation Agent
Majestic Tours and Transportation
11.2025 - Current
Sales Agent
Teleperformance
04.2025 - 10.2025
Reservation Agent
Dreamport Travel
01.2023 - 01.2025
Reservation Supervisor
Classic Cars in Cuba Tours and Rentals
01.2015 - 11.2022
Tecnico superior - Comercializacion y Marketing del Producto turistico
Escuela de Hotelería y Turismo
GED -
Escuela De Hotelería Y Turismo
Tour Guiding Supervisor - Hospitality And Tourism Management
Escuela Internacional De Hoteleria Y Turismo.
Licenciatura - American History
Universidad De La Habana
Languages
4,5
Interests
Reading, Travelling, Listening to music