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
Hotel accomodations
Customer engagement
Telephone reservations
Transportation information
Reservation software
Phone etiquette
Cost planning
Travel planning
Sales
Customer reservations
Task prioritization
Time management
Team collaboration
English fluency
Italian fluency
Tour package creation
Computer literacy
Cultural awareness
Written communication
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