Brianna Esperanza Gomez Mendez
Cancún
Summary
Adept at enhancing guest experiences and boosting brand loyalty, I leveraged exceptional communication and data analysis skills at NexusTours to train team members and tailor services, significantly improving customer satisfaction. Fluent in multiple languages, my strong work ethic and dedication to client confidentiality set me apart, driving positive outcomes and fostering meaningful client relationships.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Service Virtual Concierge
NexusTours
Cancun, Quintana Roo
04.2024 - Current
- Assisted in the training of new team members, sharing best practices for consistent service quality.
- Maintained comprehensive guest profiles, tailoring services according to individual preferences and needs.
- Served as a knowledgeable resource for guests seeking information about local points of interest.
- Coordinated transportation options for guests, arranging taxis or shuttle services as needed.
- Handled guest complaints professionally, implementing solutions that ensured satisfaction and retention.
- Responded to customer inquiries promptly and professionally through various communication channels.
Reservations Agent
Grand Fiesta Americana Coral Beach Resort & Spa
Cancun, Quintana Roo
07.2022 - 04.2024
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Handled billing information over phone.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Monitored online review platforms regularly, responding diplomatically to feedback and using insights for continuous improvement initiatives.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
- Worked closely with front desk to achieve full occupancy of property.
- Resolved various issues and discrepancies for customers.
At Your Request Agent
Hyatt Ziva Cancun
Cancun, Quintana Roo
03.2021 - 05.2022
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Increased customer satisfaction with personalized follow-up strategies.
- Tailored communication strategies to different client segments, improving engagement.
Receptionist
Hotel Calypso
Cancun, Quintana Roo
02.2020 - 07.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
Education
Associate of Arts - Tourism Management
Corozal Junior College
Corozal, Corozal District, Belize 08.2016 - 01.2019
Skills
Strong multitasking
Brand awareness
Exceptional communication
Sales experience
Data analysis proficiency
Fluent in multiple languages
Customer service
Guest experiences
Client confidentiality
Strong work ethic
Timeline
Customer Service Virtual Concierge
NexusTours
04.2024 - Current
Reservations Agent
Grand Fiesta Americana Coral Beach Resort & Spa
07.2022 - 04.2024
At Your Request Agent
Hyatt Ziva Cancun
03.2021 - 05.2022
Receptionist
Hotel Calypso
02.2020 - 07.2020
Associate of Arts - Tourism Management
Corozal Junior College
08.2016 - 01.2019
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