GIOVANNI ROJAS GONZALEZ

Cruise representative - Taking care of the travel agents and guests
needs, great metrics and much attitude. I was promoted after 4 months to the groups department, a more complex but challenging department. I took my skills to the maximum and then I was given the
opportunity to grow and now supervise and coordinate the groups.

Partner Advocate -I was assigned over 300 groups for different sailings. In that last role I had to take care of the planning of the groups, accounting and needs
(special events, parties, conferences etc.). In the role I have:

• Developed and implemented strategies to enhance travel agents relations.
• Achieved successful client outcomes by identifying and addressing their unique needs and goals.
• Provided outstanding service to all individuals, promoting effective, and lasting business relationships.

I started this job as a representative, while the time went by, I got promoted to assistant supervisor. It took only 6 months to have a better position. After a month of my first promotion, I was given the
opportunity to work as a Supervisor.

During this Period I:

• Provided expert guidance during crisis situations, effectively managing resources to minimize disruptions to service delivery.
• Maintained composure when communicating alarming circumstances to authorities, executives, staff and public, calmly ushering individuals to safety.
• Promoted a culture of safety within the workplace by enforcing strict adherence to established health and safety protocols.
• Optimized workflow processes by analyzing current practices and identifying opportunities for increased efficiency.
• Assisted in recruiting top talent for the control center, conducting interviews, evaluating candidates'' skills against role requirements.
• Mentored and coached new staff members, providing guidance on control center operations and fostering a culture of continuous learning.
• Created a positive work environment, fostering collaboration among team members and promoting professional growth.

During this position taking calls back-to-back, the pressure was very high. The metrics were a subject to work on the daily basis. I always provided the best customer service, making sure to reach and exceed
the metrics required. I have received numerous additional bonuses for making the best metrics. I got promoted the last 2 months to MOD (Mentor on duty).

In this role I:

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Counseled debtors on payment options and arranged installment agreements.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.

This role helped me to discover my skills as a bilingual agent, I developed multitasking skills and a great communication. I worked very hard to get all my metrics on target and always give my best to exceed those expectations.

In this role I:

• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Used ticketing systems to manage and process support actions and requests.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.