Raquel Altamirano Berroa

• Answer calls to provide information, schedule appointments and take detailed messages.
• Executed travel arrangements by researching and booking flights and accommodations.
• Conferred with customers by telephone, chat or email to provide information about a service requested
• Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
• Translations

Personnel management,Multitask Performance,Scheduling Appoinments,E-Mail management, Self-drive, Working under pressure capacity.

I was Tasked with scheduling Personnel duties and Shifts,I also gave timely follow up to complaints.

I continually encourage my staff to perfomed a Hight quality job.

I Also performed as manager on duty during my 4 years as Call Center Manager

• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Created team rotations to man center effectively during peak hours.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
• Developed all process controls and metrics for daily management of Call Center.
• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Contributed to company achieving and holding industry-leading customer service ratings.
• Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
• Described and explained details about resort facilities, schedules, restaurants , order taker etc.
• Resolved customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
• Responded to customer requests for products, services and company information.
• Entered customer information into customized computer system with Nuvola to document and organize client records.
• Received multiple positive reviews acknowledging dedication to excellent customer service.
• Learned and maintained in-depth understanding of product and services information, providing knowledgeable responses to diverse questions.
• Entered customer interaction details in Nuvola to track requests, document problems and record solutions offered.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Contributed to company achieving and holding industry-leading customer service ratings.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Received and transfered calls
• Order taker
• Runner

• Placed orders for housekeeping supplies and guest toiletries.
• Trained and mentored all new personnel to maximize quality of service and performance.
• Completed schedules, shift reports and other business documentation.
• Worked with front desk ,concierge and mantainence to respond promptly to all guest requests.
• Communicated repair needs to maintenance staff.
• Created and implemented training programs to enhance employee performance.
• Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
• Adhered to safety protocols by enforcing proper equipment usage.
• Increased employee performance through effective supervision and training.
• Directed team of over 50 personnel in busy hotel with 262 rooms. 51 residence and 30 villas
• Coordinated hotel-wide laundry workflow to fulfill guest laundry requests in under 4 hours.
• Coordinated daily workflow through task prioritization and concise scheduling.
• Supervised over 50 employees, including scheduling, training and performance monitoring.
• Developed and implemented employee incentive programs to promote top performance.
• Rolled out improved training programs for maintenance employees.

• Received incoming calls and paged individuals and departments over PA system.
• Supported customers by managing over 100 calls per day efficiently while maintaining professionalism and upbeat tone.
• Performed clerical work such as sorting mail, restocking supplies and typing documents.
• Connected callers with appropriate professional, department or business.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Searched relevant directories to find contacts, business addresses, and accurate information for customers and employees.
• Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Maintained up-to-date knowledge of emergency call procedures.
• Performed clerical duties as required, including logging and routing incoming mail, data entry and preparation of outgoing mail.
• Calculated and quoted charges for services such as person-to-person and international calls.
• Maintained accurate records of calls placed and received.
• Scheduled and coordinated conference calls and video teleconferences.
• Monitored automated systems for placing collect calls and intervened for callers needing assistance.
• Manage Complaints and giving timely follow up.

• Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
• Taught children to organize toys, wash hands etc leading by example.
• Traveled with families to care for children, allowing parents to share private time while giving children fun adventures in diverse environments.
• Bathed, dressed and helped with teeth brushing as part of bedtime preparation.
• Prepared healthy, age-appropriate snacks and meals.
• Built positive and nurturing environments to support child social and emotional growth.
• Played games, worked on puzzles, and read books to young children.
• Fostered close relationships with children by asking about school, friends and hobbies.
• Assisted children with homework assignments and special projects across different subjects.

• Prepared yearly and quarterly budgets as well as effective strategies to consistently meet financial targets.
• Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
• Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
• Empowered customers to make informed decisions by educating on product and service .
• Arranged special marketing initiatives and in-store promotions .
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Assisted customers with locating and choosing merchandise in any store department.
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Checked prices for customers and processed items sold by scanning barcodes.
• Listened to customer needs and desires to identify and recommend optimal products.
• Assisted customers by answering questions and fulfilling requests.

• Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.