Sandra Ivonne Rodríguez García
International Gastronomic Business Administration, Business Administration And Management.
Mexico City
Summary
Dedicated and empathetic Customer Service Advocate with over 6 years of proven experience delivering exceptional support in fast-paced environments. Skilled in resolving complex customer issues, de-escalating conflicts, and building lasting relationships through effective communication and problem-solving. Known for consistently exceeding performance metrics and enhancing customer satisfaction. Proficient in CRM systems, multi-channel support, and cross-functional collaboration. Committed to driving positive customer experiences and continuous improvement.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
VLO / Contracts
Epic Journey
12.2024 - 03.2025
- Contract creation for the guests who decide to become new members.
- Share with the new members the terms and conditions of the membership, payments, rights, etc. and collect their signatures.
Customer Service Agent
MARRIOTT VACATION CLUB
05.2024 - 12.2024
- Owner support: reservations, payments, and any transaction related with Marriott Vacation club ownership.
- Systems used: Timeshareware, Universe and Adapt.
Customer Service Supervisor
MXCCS
02.2022 - 04.2024
- Guide the team (up to 15 employees) to reach service level required, QA assurance, reach relevant business KPI's (AHT, TPH, hold etc.).
- Manage resource optimization, ensure customer responses with the ETAs established.
- Provide effective coaching and create relevant trainings for the business needs.
- Reviewing QA evaluations every 2 weeks.
- Decision making and authorizations to the Team Leader for refunds, compensations, discounts etc.
- Back office work (Virtual Gift Cards, contact with vendors for ETA's or item issues, non-cost replacement orders etc.)
- Weekly meetings with the team members to hear needs and issues that require special attention.
- Manage escalated customers providing personal assistance.
- Meetings with managers and supervisors from US providing performance and always looking to improve resources to provide a best customer service.
- Vacations approvals based on the operation.
Team Leader
MXCCS
11.2021 - 02.2022
- Provide daily reports to the supervisor related of the performance of the team.
- Training for new hires.
- Assistance to the agents during calls to provide faster and effective solutions.
- Weekly meetings with the team members to provide information of their performance.
- Customer service by phone or email to Sur La Table Customers.
- Help the supervisor with special tasks (cooking class cancellations, reports, coupon codes, and special follow up with certain orders).
Customer service agent
MXCCS
09.2021 - 11.2021
- Company Overview: Sur La Table (www.surlatable.com)
- Inbound and Outbound calls and emails of Sur La Table customers.
- General customer service: cancellations, refund status, order status, replacements, etc.
- Sur La Table (www.surlatable.com)
H24 AGENT Onsite emergencies
Logitravel Travel agency
04.2019 - 04.2021
- Assistance by phone or email (Spanish/English) for emergencies on site to wholesale clients, brands Smyrooms, smybeds, traveltool, (no reservation, flights delays, late check in, cancellations, etc.).
- Assistance by phone or email for emergencies on site to final clients, brands Logitravel and Roomdi, (no reservation, flights delays, late check in, cancellations, etc.).
International New members
Royal Holiday Vacation Club
07.2018 - 02.2019
- Welcome calls to new members with the purpose of explaining them how to maximize the use of their membership.
- Collection calls to new members.
- Support to new members with reservations on Time Share Ware.
Liner - FTB Circle One Vacational Club (Spanish/English)
Blue Bay Grand Esmeralda Hotel / Blue Diamond Hotel
06.2017 - 05.2018
- Share with Circle One members the new VIP units, services and benefits of the vacational club so they can upgrade their memberships.
- Share with customers traveling using a travel agency the benefits and savings that they can be part of with the Circle One membership.
VLO / Contracts - (Spanish/English)
Blue Bay Grand Esmeralda Hotel / Blue Diamond Hotel
11.2015 - 05.2017
- Contract creation for the guests who decide to become new members.
- Share with the new members the terms and conditions of the membership, payments, rights, etc. and collect their signatures.
Vacational Club Hostess (Spanish/English)
Blue Bay Grand Esmeralda Hotel
05.2015 - 11.2015
- Register customers who decide to take the sales presentation, according to their occupation, age, civil status and assign them to the representative that will be the best option for them.
- Weekly and Monthly reports of the customers who attended the sales presentation and gifts that were given to them.
- Use of Origos program for registering the customers.
Education
International Gastronomic Business Administration - Business Administration and management
UVM
01.2008 - 01.2012
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Team management
Personal Information
Date of Birth: 02/15/90
WORKOUT, MOVIES, FRIENDS
- Physical Fitness: Enjoy maintaining a healthy lifestyle through regular workouts and staying active.
- Cinema Enthusiast: Passionate about film and storytelling, often exploring a variety of genres at the cinema.
- Social Engagement: Value quality time with friends and building meaningful personal connections.
- Relaxation & Entertainment: Appreciate leisure time at home watching series, reflecting a balanced and mindful lifestyle.
- Problem-Solving Activities: Enjoy mentally stimulating activities such as completing puzzles to enhance focus and patience.
Timeline
VLO / Contracts
Epic Journey
12.2024 - 03.2025
Customer Service Agent
MARRIOTT VACATION CLUB
05.2024 - 12.2024
Customer Service Supervisor
MXCCS
02.2022 - 04.2024
Team Leader
MXCCS
11.2021 - 02.2022
Customer service agent
MXCCS
09.2021 - 11.2021
H24 AGENT Onsite emergencies
Logitravel Travel agency
04.2019 - 04.2021
International New members
Royal Holiday Vacation Club
07.2018 - 02.2019
Liner - FTB Circle One Vacational Club (Spanish/English)
Blue Bay Grand Esmeralda Hotel / Blue Diamond Hotel
06.2017 - 05.2018
VLO / Contracts - (Spanish/English)
Blue Bay Grand Esmeralda Hotel / Blue Diamond Hotel
11.2015 - 05.2017
Vacational Club Hostess (Spanish/English)
Blue Bay Grand Esmeralda Hotel
05.2015 - 11.2015
International Gastronomic Business Administration - Business Administration and management
UVM
01.2008 - 01.2012
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