Paulina Vélez Curiel
Naucalpan De Juárez
Summary
Experienced with managing complex reservation systems to maximize efficiency and customer satisfaction. Utilizes strong organizational and communication skills to handle high volumes of bookings seamlessly. Track record of maintaining accuracy and professionalism under pressure.
Composed hospitality professional with experience in event planning, hospitality management, marketing, sales and communication. Strong knowledge of organizational and business practices. Goal-driven with outstanding interpersonal communication skills to develop rapport with cross-functional teams. Multifaceted in delivering innovative business solutions through social and economic aspects of tourism.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Reservations Agent
RCI Tlavel+Leisure
11.2024 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
Customer Care Representative
Verizon, TTEC
03.2024 - 11.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Technical Customer Service Representative
SquareTrade
07.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Boosted customer retention through timely resolutions of complex issues and diligent follow-up communication.
Customer Success Representative
Booking.Com Call Center
04.2022 - 08.2023
- Handle customer service inquiries and complaints related to reservations, purchase-sale policies, and other issues for Booking.com customers.
- Responsible for providing timely and effective solutions to customer concerns while maintaining positive attitude and demeanor.
- Developed comprehensive product knowledge, enabling provision of expert advice to customers.
Event Planner
Selina Puerto Escondido
01.2022 - 04.2022
- Coordinated schedules and timelines for events.
- Performed face-to-face meetings to finalize contract for services and event details.
- Developed strong relationships with clients, fostering trust and rapport for ongoing business opportunities.
Hostess Manager
Fisher's
02.2020 - 11.2021
- Coordinated special events, ensuring seamless execution of all event details for maximum guest satisfaction.
- Implemented effective training programs for new hostess staff, resulting in reduced learning curves and increased productivity.
- Assisted servers during busy periods, demonstrating teamwork and adaptability in fast-paced environments.
Barista Trainee
Starbucks, Barista
09.2018 - 02.2020
- Improved customer satisfaction by providing exceptional service and maintaining clean, welcoming environment.
- Reduced customer wait times by quickly preparing orders while maintaining high-quality standards in drink presentation.
- Assisted in training new staff members, providing coaching on proper techniques and company policies.
Cashier
Librerías Gandhi
03.2018 - 07.2018
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Bachelor of Administrative Studies, Mexico -
Universidad Internacional De La Roja
Av. De La Paz, 137, 26006 Logroño, La Rioja, Españ09.2026
High School Diploma -
Instituto Superior Benjamín Franklin
F. J. Agustín De Morfi 28, Cd. Satélite, 53100 Nau07.2018
Skills
- Issue Escalation
- Troubleshooting
- Network understanding
- Multitasking Abilities
- Team Collaboration
- Customer Support
- Reservations assistance
- Issue resolution
- Patience and composure
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Certification
Certified Customer Service Success, Booking.com by TTEC
Hobbies and Interests
Making Music
Marketing
Art
Reading
Personal Information
Title: Marketing Bachelor's Student
Timeline
Reservations Agent
RCI Tlavel+Leisure
11.2024 - Current
Customer Care Representative
Verizon, TTEC
03.2024 - 11.2024
Technical Customer Service Representative
SquareTrade
07.2023 - 01.2024
Customer Success Representative
Booking.Com Call Center
04.2022 - 08.2023
Event Planner
Selina Puerto Escondido
01.2022 - 04.2022
Hostess Manager
Fisher's
02.2020 - 11.2021
Barista Trainee
Starbucks, Barista
09.2018 - 02.2020
Cashier
Librerías Gandhi
03.2018 - 07.2018
High School Diploma -
Instituto Superior Benjamín Franklin
Bachelor of Administrative Studies, Mexico -
Universidad Internacional De La Roja
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