Ana Lilia Meza Gallegos
Puerto Vallarta, Jalisco
Overview
13
13
years of professional experience
Work History
Customer Service Representative Supervisor
Vidanta/Vida Vacations
Riviera Nayarit
09.2017 - 09.2022
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Verification Officer/Contracts
Vidanta/Vida Vacations
Riviera Nayarit
08.2013 - 08.2017
- Enhanced customer satisfaction by providing timely updates on loan application status and addressing inquiries professionally.
- Streamlined the verification process for faster turnaround times, resulting in client satisfaction.
- Maintained strict confidentiality of sensitive client information, upholding a high level of professionalism and integrity at all times.
- Provided training for new hires, sharing best practices to improve efficiency and quality across the team''s work processes.
- Assisted colleagues with complex cases, leveraging expertise to provide guidance and support when needed.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Sales Associate
Villa Group Resorts
Flamingos Nuevo Vallarta
03.2011 - 07.2013
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings
Inbound Call Center Agent
Vidanta/Vida Vacations
Riviera Nayarit
01.2010 - 03.2011
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Delivered high quality performance under pressure during peak calling hours or challenging situations.
Education
TourismBachelor´s Degree - Hotels, Restaurants, Airlines
University of Guadalajara
Guadalajara, Jalisco, MexicoSkills
- Team Player
- Time Management
- Call Center Operations
- Customer Service
- Problem-Solving
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Service Representative Supervisor
Vidanta/Vida Vacations
09.2017 - 09.2022
Verification Officer/Contracts
Vidanta/Vida Vacations
08.2013 - 08.2017
Sales Associate
Villa Group Resorts
03.2011 - 07.2013
Inbound Call Center Agent
Vidanta/Vida Vacations
01.2010 - 03.2011
TourismBachelor´s Degree - Hotels, Restaurants, Airlines
University of Guadalajara