Erik Fernando Ortiz Duran
Cancún
Summary
Results-driven professional with extensive experience in member relations management and sales strategy development. Committed to continuous improvement and value creation, I aim to strengthen my leadership capabilities in dynamic environments
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Services Supervisor
México Destination Club Por Xcaret
01.2022 - 04.2025
- Mentored and supported member service executives in resolving complex operational challenges during daily operations
- Coached team members to ensure service quality standards and enhance employee productivity
- Resolved escalated complaints and conflicts through effective problem solving with a priority on member satisfaction
- Managed membership retention by addressing cancellation requests and successfully recovering sales through financial negotiations and benefit restructuring
- Oversaw administrative tasks and follow-up processes
- Monitored and analyzed KPIs to drive operational efficiency and team performance
- Developed and implemented action plans to meet established service standards
- Supervised omnichannel communication tools
- Maintained system integrity and accuracy within the reservations platform Opera Cloud
Collections and Member Services Executive
México Destination Club Por Xcaret
06.2019 - 01.2022
- Strategically managed delinquent accounts portfolio, maintaining an efficiency rate of 98% and above
- Negotiated refinancing agreements and account settlements
- Utilized Salesforce and Opera systems for account management
- Coordinated hotel reservations to enhance member experience
- Provided expert guidance on membership benefits and account details
- Conducted welcome calls for new members
- Ensured to maintain great member satisfaction metrics
Telesales Agent
Deep Blue
03.2018 - 06.2019
- Generated vacation package sales to the US and Canadian markets by offering competitive value compared to online travel agencies, while securing commitment to attend sales presentations (FlyNBuy program). Potential prospects must meet qualifications.
Sales Representative
Sunset Resorts
10.2017 - 03.2018
- Served as the initial point of contact for prospects attending sales presentations, setting the tone for their experience through professional engagement and a strong first impression
- Showcased vacation club membership benefits and value propositions to prospective members, guiding them through the decision making process to drive membership sales.
Education
High School Diploma -
Gonzalo Guerrero
Cancún, Quintana Roo, MexicoSkills
- Certified Leader Coach
- Advanced English proficiency
- Sales expertise
- Member/Client relations
- Active listening
- Problem-solving under pressure
- CRM Systems (Salesforce & Opera)
- Empathetic communication
Certification
Certified Leader Coach
Timeline
Member Services Supervisor
México Destination Club Por Xcaret
01.2022 - 04.2025
Collections and Member Services Executive
México Destination Club Por Xcaret
06.2019 - 01.2022
Telesales Agent
Deep Blue
03.2018 - 06.2019
Sales Representative
Sunset Resorts
10.2017 - 03.2018
High School Diploma -
Gonzalo Guerrero