Luz María Pérez
Administrador En Empresas Turísticas Y Líneas De Transportación
Edo De México
Summary
Experienced Tourism Expert with over 20 years of experience in Tourism Industry . Excellent reputation for resolving problems and improving customer satisfaction.
Overview
30
30
years of professional experience
Work History
Líder De Proyecto Promotor Turístico
Alcaldia Alvaro Obregon
Cd de Mexico
09.2020 - 07.2021
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increased customer satisfaction by resolving issues.
- Worked with customers to understand needs and provide excellent service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Improved operations through consistent hard work and dedication.
Executive Assistant Manager
HOTELES CITY EXPRESS
Cd de Mexico
09.2017 - 08.2020
- Used advanced software to prepare documents, reports and presentations.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Facilitated training and onboarding for incoming office staff.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Organized envelopes, postage and mail correspondence for staff and leadership.
- Organized and coordinated conferences and monthly meetings.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Concur Software.
Customer Service Agent
American Express GBT
Cd de Mexico
05.2014 - 05.2017
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
Senior Training Instructor
American Express GBT
Cd de Mex
05.2004 - 08.2014
- Motivated junior teachers to provide exceptional learning environments.
- Evaluated student demographics to make effective choices in class and activity development.
- Reviewed class and student records to identify improvement opportunities.
- Maintained master records of the GBT associates.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 60%
Quality Department Specialist
American Expess GBT
Cd de Mexico
03.2002 - 06.2014
- Exceeded goals through effective task prioritization and great work ethic.
- Used coordination and planning skills to achieve results according to schedule.
- Developed and maintained courteous and effective working relationships.
Key Account Coordinator
AMERICAN EXPRESS GBT
Cd de Mexico
08.2000 - 11.2006
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Supported sales and reporting for large and medium-sized accounts.
Midle Market American Express Vacations
American Express GBT
Cd de Mexico
05.2003 - 09.2006
- Conducted research, gathered information from multiple sources and presented results.
- Worked with customers to understand needs and provide excellent service.
- Maintained energy and enthusiasm in fast-paced environment.
- Increased customer satisfaction by resolving issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Collaborated with team members to achieve target results.
Reservation Sales Agent
American Express GBT
Cd de Mexico
07.1993 - 10.2003
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Attended Inhouse Company reservations as well as General Motors, Du Pont and Tetra Pak
Education
Maestria Trunca - Tourism And Travel Management
Escuela Superior De Turismo I.P.N.
Cd De Mexico 09.1987 - 06.1991
Skills
Presentations development
Understanding of client business requirements
Deadline-oriented
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Líder De Proyecto Promotor Turístico
Alcaldia Alvaro Obregon
09.2020 - 07.2021
Executive Assistant Manager
HOTELES CITY EXPRESS
09.2017 - 08.2020
Customer Service Agent
American Express GBT
05.2014 - 05.2017
Senior Training Instructor
American Express GBT
05.2004 - 08.2014
Midle Market American Express Vacations
American Express GBT
05.2003 - 09.2006
Quality Department Specialist
American Expess GBT
03.2002 - 06.2014
Key Account Coordinator
AMERICAN EXPRESS GBT
08.2000 - 11.2006
Reservation Sales Agent
American Express GBT
07.1993 - 10.2003
Maestria Trunca - Tourism And Travel Management
Escuela Superior De Turismo I.P.N.
09.1987 - 06.1991