BRENDA PATRICIA ALFARO PINEDA
BRAGADIRU,ILFOV
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Customer Service Representative (Airbnb Project)
Telus International
06.2023 - 02.2026
- Resolved customer complaints with empathy, resulting in increased loyalty and solving issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- English and Spanish support offered
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
WAITRESS
PRINCESS CRUISES
10.2009 - 05.2020
- ~ CUSTOMER SATISFACTION Provides a positive first impression to every guest through a warm welcoming individual greeting; always maintains a spotless and professional appearance. Natures a memorable connection with every guest by always showing genuine interest during service and remaining fully engaged throughout the voyage. Always observes and identifies guest preferences and adjusts service accordingly, anticipating guest needs and offering appropriate responses without the customer having to ask. Demonstrates to every guest that his or her satisfaction is our top priority by immediately acknowledging every request, responding promptly and effectively to resolve any service request or concern, and following up to ensure guest satisfaction. Always leaves a positive last impression by providing a genuine and warm closing to the service.
- ~ PRODUCT DELIVERY AND STANDARDS Creates a comfortable, elegant ambiance by always preparing table settings and maintaining service stations in line with all Company standards. Consistently provides helpful explanations and suggestions on the menu and offers assistance with wine pairings. Always delivers food and beverages as requested, in a timely manner, in the correct service order; follows up to ensure each guest's needs have been met and suggest solutions to any issues. Always seeks to increase expertise and knowledge of the vessels dining outlets and their respective operation hours in order to provide flexible options for guests' individual preferences.
- ~ COST / REVENUE Maximizes wine and beverage sales by offering relevant choices in an inviting manner. Sensitively executes sales promotions and special event notifications as directed by the Maitre d' Hotel without interfering with guests' enjoyment of the dining experience. Minimizes overall costs by always handling and storing equipment and supplies with care.
- ~ STAFF DEVELOPMENT AND MANAGEMENT Encourages and supports the growth, engagement and development of the junior waiter by providing targeted coaching and training in all aspects of the role. Effectively coaches the Junior Waiter to always interact with guests and crew in accordance with the CRUISE credo.
- ~ SAFETY AND COMPLIANCE Always follows all Company guidelines, policies, and procedures, including USPH protocols. Always follows compliance regulations for processing bills, Cruise Card handling, Micros postings, and other confidential guest information. Always follows timekeeping rules and creates accurate MIC Hours of Rest records. Executes all responsibilities for guest embarkation/disembarkation, government inspections, and required emergency duties as directed. Always supports the coordination of onboard resources and responses in case of increased sanitation levels driven by any outbreak situations. Always notifies appropriate managers of any non-compliance with the RSA Program. Complies with all Environmental Policies (HESS-MS).
Human resources assistant
RESTAURANTE "EL 10"
05.2009 - 09.2009
- MANAGING ALL KIND OF DOCUMENTS ON REGARDS ALL EMPLOYES... EITHER NEW OR OLD ONES FROM CONTRACTS TO PAYMENTS
Education
LICENCIADO EN TURISMO -
INSTITUTO POLITECNICO NACIONAL
CIUDAD DE MEXICO, Mexico06.2009
Skills
Communication and interpersonal skills
computer skills Microsoft office, adobe Internet
Customer service
Adaptability and flexibility
Call center experience
Problem resolution
Team collaboration
Computer proficiency
Customer satisfaction measurement
Timeline
Customer Service Representative (Airbnb Project)
Telus International
06.2023 - 02.2026
WAITRESS
PRINCESS CRUISES
10.2009 - 05.2020
Human resources assistant
RESTAURANTE "EL 10"
05.2009 - 09.2009
LICENCIADO EN TURISMO -
INSTITUTO POLITECNICO NACIONAL