Zendesk
Juan Pablo Sosa Diaz
Assistant Front Desk Manager
Bucharest
Summary
Empathetic customer service professional with over 7 years of experience within multiple industries such as cruise liners and Business Process Outsourcing. Passionate about creating a positive customer experience. Keen to use his communication skills and problem-solving attitude to provide excellent service. His specialties include customer service, customer relationship management, and customer retention.
Overview
11
11
years of professional experience
1
1
Certification
4
4
Languages
Work History
Assistant Front Desk Manager
Royal Caribbean int
09.2022 - Current
- Managed and motivated a team of Guest Services Officers to be productive and engaged in work.
- Provided timely feedback to higher management about KPIs and responds to escalated issues whenever needed.
- Provided exceptional customer service, resulting in increased repeat business and positive online reviews.
Team Leader
Telus Intl.
10.2021 - 09.2022
- Responsible of overseeing a team of customer service agents, specializing in hospitality (Airbnb project) to ensure that both hosts and guests are properly supported and provided with great level of resolution focusing on ensuring loyalty and retention.
- Dealt with escalations, focusing on both guest satisfaction and company's profitability.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Trilingual (English, Spanish and Portuguese) Customer and retention specialist
Telus Intl.
10.2019 - 10.2021
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Groups and events manager
Royal Caribbean int
08.2015 - 09.2019
- In charge of the groups operation with a direct impact on the overall experience of Our group travelers
- Also keeps close communication with department heads to ensure successful execution of groups arrangements and focusing on up selling and cross selling to promote new events for present and future sailings.
- Increased client satisfaction by delivering tailored events that met their unique objectives and preferences.
Senior Guest Services Officer
Royal Caribbean int
03.2013 - 08.2015
- Increased customer loyalty with exceptional communication skills and personalized service.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
Education
Public Relations, Advertising, And Applied Communication
Universidad De San Carlos De Guatemala
04.2001 -
High school - undefined
Colegio Guatemala de la Asunción
Skills
Retention and renewals
Hospitality
Guest Relations
Complaint Handling
Staff Training and Development
Shift Scheduling
Decision Making Aptitude
References
- Rebecca Osorio, Royal Caribbean intl, Lead Guest Services & Group Operations, rosorio@rccl.com
- Rotem Pisam, Telus intl., Operations Team Leader, rotem.pisam@telusinternational.com
Software
Fidelio Cruises
Helpshift
DE Enterprise One and Colonial SSL – AS400
Google Workspace
Microsoft Office
Certification
Leadership: Practical Leadership Skills
Timeline
Leadership: Practical Leadership Skills
07-2024
Assistant Front Desk Manager
Royal Caribbean int
09.2022 - Current
Team Leader
Telus Intl.
10.2021 - 09.2022
Trilingual (English, Spanish and Portuguese) Customer and retention specialist
Telus Intl.
10.2019 - 10.2021
Groups and events manager
Royal Caribbean int
08.2015 - 09.2019
Senior Guest Services Officer
Royal Caribbean int
03.2013 - 08.2015
Public Relations, Advertising, And Applied Communication
Universidad De San Carlos De Guatemala
04.2001 -
High school - undefined
Colegio Guatemala de la Asunción