Isis Merary Ortega Palafox
Receptionist
Cancun
Summary
Proven track record in enhancing customer satisfaction and retention, demonstrated during tenure at Moon Palace Cancun® All Inclusive Resort. Skilled in sensitive information handling and adept in customer service, in creating seamless experiences. Through adaptability and team collaboration have significantly contributed to positive outcomes, showcasing a commitment to excellence and continuous improvement.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Front Desk Receptionist
Moon Palace Cancun® All Inclusive Resort
04.2024 - Current
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Completed all tasks in compliance with company policies and procedures.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Telephone Customer Service Representative
Moon Palace Cancun® All Inclusive Resort
11.2021 - 03.2024
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Navigated multiple software systems simultaneously, allowing for efficient call management and accurate recordkeeping.
- Participated in ongoing training programs to stay updated on industry trends, policy changes, and product developments.
- Collaborated with other departments to provide seamless support for customers requiring specialized assistance.
- Supported new hires by sharing best practices learned and offering guidance during the onboarding process.
- Effectively diffused customer complaints, turning potentially negative experiences into opportunities for positive outcomes and continued business relationships.
- Facilitated sales opportunities through effective upselling and cross-selling techniques during interactions with customers.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Agent
Contel Ferraez Y Abogados
01.2021 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Call Center Customer Service Agent
Alorica
03.2020 - 10.2020
- Increased customer retention by offering personalized solutions based on individual needs and preferences.
- Provided exceptional service by demonstrating empathy towards customers'' situations, building trust and loyalty.
- Navigated multiple systems simultaneously to access customer information, ensuring timely resolutions for various issues.
- Managed challenging customer situations calmly, employing empathetic listening techniques for satisfactory outcomes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Handled escalated calls efficiently, diffusing tense situations and finding amicable resolutions that satisfied both parties involved.
Call Center Sales Representative
Teleperformance
01.2019 - 09.2019
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
Human Resources Intern
Hoteles Solaris
05.2017 - 08.2017
- Worked with HR team to coordinate company events.
- Updated and maintained employee records to respond quickly to requests for information.
- Answered phone and performed clerical duties to assist human resources department.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Managed confidential employee files, maintaining accurate records for performance evaluations, salary adjustments, and promotions.
- Collaborated closely with HR specialists in crafting targeted job postings that attracted top talent within various fields.
Receptionist
C&T Oilfield Solutions
08.2014 - 05.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
English Teacher
Interlingua
11.2013 - 09.2014
- Prepared and implemented lesson plans covering required course topics.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Kept classroom organized, clean and safe for students and visitors.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Assessed student progress and provided feedback to improve performance and establish academic success.
Sales Associate
Shasa
08.2013 - 10.2013
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Education
Bachelor of Business - Marketing Management And Research
Universidad Technológica De Tecamachalco
Tecamachalco, Puebla, Mexico 09.2017 - 09.2019
Associate of Applied Business - Marketing Research
Universidad Tecnológica De Tecamachalco
Tecamachalco, Puebla, Mexico 01.2015 - 09.2017
Skills
Hospitality services
Customer Service
Telephone Etiquette
Listening Skills
Administrative Support
Sensitive information handling
Team Collaboration
Adaptability
Punctual and Reliable
Issue handling
Travel Coordination
Data Entry
Accomplishments
- Assisted "Business Trends 2017" conference
- Participated as an interviewer in the "Systemic analysis of MyPES of the municipality of San Salvador Huixcolotla, Puebla"
- Performed in the play "Don Juan Tenorio Cómico", directed at the students of the Benemérita Universidad Autónoma de Puebla, Unidad Regional Tehuacán
- Assisted as temporary staff for the Palace Productions
Concerts:
-Playing in the Sand
-Luke Bryan’s Crash my playa
-Phish
Languages
English
Advanced (C1)
Certification
Certified in the English language, Cambridge English Level 1 Certificate in ESOL International (Preliminary) * Pass with Distinction
Timeline
Front Desk Receptionist
Moon Palace Cancun® All Inclusive Resort
04.2024 - Current
Telephone Customer Service Representative
Moon Palace Cancun® All Inclusive Resort
11.2021 - 03.2024
Customer Service Agent
Contel Ferraez Y Abogados
01.2021 - 05.2021
Call Center Customer Service Agent
Alorica
03.2020 - 10.2020
Call Center Sales Representative
Teleperformance
01.2019 - 09.2019
Certified in the English language, Cambridge English Level 1 Certificate in ESOL International (Preliminary) * Pass with Distinction
11-2017
Bachelor of Business - Marketing Management And Research
Universidad Technológica De Tecamachalco
09.2017 - 09.2019
Human Resources Intern
Hoteles Solaris
05.2017 - 08.2017
Associate of Applied Business - Marketing Research
Universidad Tecnológica De Tecamachalco
01.2015 - 09.2017
Receptionist
C&T Oilfield Solutions
08.2014 - 05.2015
English Teacher
Interlingua
11.2013 - 09.2014
Sales Associate
Shasa
08.2013 - 10.2013
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