Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Angel Sanchez

Angel Sanchez

Técnico Bachillerato En Hospitalidad Turística
Cancún

Summary

Proven leader in customer service and front office support, I elevated guest satisfaction and loyalty at The Westin through exceptional communication and personalized service. Skilled in Microsoft Office and guest relations, I spearheaded training programs at Etransfer, boosting first-call resolution rates significantly. My approach combines active listening with strategic problem-solving to enhance guest experiences and operational efficiency.

Overview

4
4
years of professional experience

Work History

Front Desk Agent

The Westin
09.2023 - Current
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Collected room deposits, fees, and payments.

Call Center Supervisor

Etransfer
10.2020 - 06.2023
  • Developed and implemented customer service policies and procedures.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Developed process controls and metrics for daily management of call center.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

Operator

Moon Palace Cancun® All Inclusive Resort
11.2021 - 07.2022
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

Education

Bachelor of Tourism Studies, Mexico - Tourism

Conalep Cancún Plantel I
Cancún, Mexico
05.2001 -

Skills

    Customer Service

    Front Office Support

    Guest Relations

    Microsoft Office

    Reservations

    Registration processing

    Documentation

    Credit and cash payments

    Listening Skills

    Transaction Processing

    Guest Services

    Hospitality services

    Guest accommodations

    Training and mentoring

    Reservation Systems

    Cash Handling

Languages

English
Advanced (C1)

Timeline

Front Desk Agent

The Westin
09.2023 - Current

Operator

Moon Palace Cancun® All Inclusive Resort
11.2021 - 07.2022

Call Center Supervisor

Etransfer
10.2020 - 06.2023

Bachelor of Tourism Studies, Mexico - Tourism

Conalep Cancún Plantel I
05.2001 -

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Angel SanchezTécnico Bachillerato En Hospitalidad Turística