Fabio Camilo Turcious
Cancún
Summary
Experienced and result-driven professional with extensive expertise in sales, customer service and reservations within the tourism and hospitality industry. I excel in leadership and team management, significantly enhancing customer satisfaction through expert escalation handling and effective team coaching. Proficient in Microsoft Word & Excel, I have a proven track record of developing staff and improving operational efficiency, embodying exceptional oral and written communication skills.
Overview
14
14
years of professional experience
Work History
Call Center Manager
VIP GLOBE
11.2020 - 01.2025
- Managed and oversaw a team of 10 call center agents.
- Created weekly payroll.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Kept track of employees attendance, and made sure work procedures were complied with.
- Conducted interviews and assisted with hiring and onboarding new employees.
- Improved quality of results by recommending changes.
- Assisted and kept track of both incoming and outgoing inventory of office products.
- Closed Fly & Buy Packages / Mini Vacs.
- Trained and developed new and current employees.
- Liaised with customer services department of the resorts to ensured that clients received their booking/reservations in a timely fashion.
- Created new accounts for customers in the CRM and made adjustments/changes/updates when had to.
- Provided exceptional customer services over the phone to clients.
Sales/Reservation Agent
VIP GLOBE
02.2018 - 10.2020
- Provided high level of customer service over the phone by engaging customer and using active listening and effective interpersonal skills.
- Assisted customers in booking and making reservations at specific resorts of their choice.
- Assisted customers with finding some of the most cheapest airfare to make their travel more cost effective.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Sold Fly & Buy Packages/Mini Vacs.
- Created new accounts for customers in the CRM and made changes when necessary.
- Assisted with training new employees.
- Chased customers documents in order to effectively complete sales process.
Customer Service Clerk
Belize Telemedia Limited
03.2011 - 03.2016
- Acted as counter clerk.
- Accurately resolved issues related to services, billing, payments and collections.
- Upsold Products and Services to both internal and external customers.
- Explained bills and products features clearly.
- Troubleshooted basic problems and seek higher support if needed.
- Built customer confidence and loyalty by resolving issues.
- Assisted at trade shows for upselling of new and existing products and services.
- Liaised with service delivery team in ensuring that customer services were being restored in a timely manner.
- Distributed bills to each and every customer home.
- Created new account in the CRM for customer and made necessary adjustments if necessary.
Education
Associate in Business Management & Accounting -
Independence Junior College
Belize07-2014
High School Diploma -
Independence High School
Belize06-2010
Skills
- Front to Back
- Call center customer service
- Team coaching
- Escalation handling
- Cold Calling
- Leadership & Team Management
- Proficient in Microsoft Word & Excel
- Oral and written communication skills
Languages
English
Timeline
Call Center Manager
VIP GLOBE
11.2020 - 01.2025
Sales/Reservation Agent
VIP GLOBE
02.2018 - 10.2020
Customer Service Clerk
Belize Telemedia Limited
03.2011 - 03.2016
Associate in Business Management & Accounting -
Independence Junior College
High School Diploma -
Independence High School
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