David Isay Ortiz Zetina
Bachelor Of Business Administration (BBA)
Cancún, Quintana Roo
Summary
With over 7 years of experience in customer care, I bring a solid background in the service industry, excelling in problem-solving, strategic decision-making, and operational management. I have further expanded my expertise by exploring Artificial Intelligence (AI) and Machine Learning (ML), gaining hands-on experience in data preparation and implementing intelligent solutions in real-world business scenarios.
Additionally, I hold a specialization in B2B and B2C sales, with advanced skills in understanding market dynamics, optimizing strategies, and driving results in diverse business environments.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Care Executive
Lomas Travel
06.2023 - Current
- Report and notify agencies and departments about anomalies
- Resolve operational issues
- Manage manifest bookings
- Capture updates requested by clients and agencies
- Guide customers in pick-up confirmations
- Receive product and service requests for guests at the destination
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
Customer Experience/Service Executive
Mexico Travel Solutions
08.2021 - 05.2023
- Follow-up on complaints related to recreational activities and bookings
- Resolve requests from wholesale and intermediary agencies
- Monitor customer satisfaction surveys
- Code incidents and generate reports
- Supervise and train new hires
- Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
- Conducted regular reviews of service performance metrics, identifying opportunities for process optimization.
- Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
Change Agent and Trainer
Municipal Youth Institute
02.2022 - 10.2022
- Trainer in business administration, marketing, and business
- Taught classes in philosophy, statistics, and decision-making
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
Customer Care Executive / Back Office
Volaris
01.2020 - 08.2021
- Provided guidance to passengers on safety measures and policies
- Made booking modifications in the Presence and Skyspeed systems
- Advised customers on purchases and resolved inquiries
- Supported international customers and opened case files
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
Education
Bachelor’s Degree - Business Administration
Instituto Tecnológico De Mérida
Diploma - Digital Business Strategy
UDIMA
Santander IE Online Learning Journey for Learners Scholarship - B2B and B2C Sales
IE Business School
Diploma - Artificial Intelligence and Machine Learning
BEDU
Skills
- Office
- Zendesk
- CRM
- Expedia for Suppliers
- Google My Business
- Skyspeed
- Presence
- AutoCAD
- Amadeus
- Avaya
- TripAdvisor for Business
- Price Travel, Veltra, and Viator extranets
- Mega for Business
- DALL-E
- ChatGPT
- Perplexity
Timeline
Customer Care Executive
Lomas Travel
06.2023 - Current
Change Agent and Trainer
Municipal Youth Institute
02.2022 - 10.2022
Customer Experience/Service Executive
Mexico Travel Solutions
08.2021 - 05.2023
Customer Care Executive / Back Office
Volaris
01.2020 - 08.2021
Diploma - Digital Business Strategy
UDIMA
Diploma - Artificial Intelligence and Machine Learning
BEDU
Bachelor’s Degree - Business Administration
Instituto Tecnológico De Mérida
Santander IE Online Learning Journey for Learners Scholarship - B2B and B2C Sales
IE Business School
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