Dany Ulises Gonzalez Ruano

• 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.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
• Resolved various issues and discrepancies for customers.
• Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
• Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
• Coordinated with transportation and accommodation providers to manage bookings during peak seasons without overbooking.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

I worked in Fraud Department for Capital One Bank in Customer Service

• Maintained comprehensive records of all interactions with clients, ensuring efficient follow-up actions were taken when needed.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.