Cynthia Lomaquiz

Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based
environments.

I love to juggling multiple projects and working with different teams to find long-term solutions for customers.

Mindfulness, Emotional Intelligence #Trilingual

• Responsible for making sure communication between different departments Anomalies in the Validation Process, PM Sales and Support Department.
• Experience in CAPI , API , and RTR.
• Designed training and development material
• Coached employees in Continuous Professional Development, inspiring
• Developed online learning content and implemented
• Working closely with engineers, product team to provide best process for connectivity
• Analyses and solve serious problem in the platform ( troubleshooting and creating Jira )
• Working with Partners to implement product and pricing strategies, whilst supporting development of strategic plans for their portfolios
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Responsible for the implementation between the platform and Channel Managers.
• Onboarding integration between TripAdvisor and Channel Managers.
• Ensuring the quality of the Integration process by providing all the information about VHR and distribution in different Platforms.
• Offering the best existing plan in the current market for the different brands Niumba, Holiday Lettings, Flip key and TripAdvisor.
• Reaching Monthly Targets and KPI's
• Outbound calls, Inbounds Calls, replying to emails.
• Building strong communication with Clients.
• Processing refunds for FlipKey, Niumba and Holiday Lettings.
• Extensive knowledge about the different types of channel managers and their correct process of integration.
• Converting incoming Leads for VIATOR.
• Meeting with PM Sales to improve the process.
• Weekly meetings with PM Support and Affiliate VIATOR.
• Extensive Knowledge of different categories and areas in TripAdvisor.
• UP-selling available products
• Responsible for all types of Accounts in HR, Annual Subscription, Free to list, PM- Pay per Lead, PM - Annual Subscription.
• Assisted customers with varying questions using product knowledge and service expertise.
• Adhered strictly to policies and procedures for continued company compliance.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• In Addition, I am in charge of processing refunds, and new account integrations, dealing with PM renewals and helping the customer service department with the process of, how to get them online.Helping Agents with Questions for PM Accounts, Dealing with Annual Subscription complaints and free list plans, being a point of contact for Customer Service and able to handle Monthly Renewals, Renewals Complaints, Helping Account Managers ( PM ) with their own performance, able to deal and solve payment issues on the platform and challenges the owners have faced, Interacting and having meetings with Software partners, Preparing weekly reports for PM Support.
• Tracked key performance indicators, identifying and resolving bottlenecks in integrated systems.
• Responsible for integrating accounts, Channel Managers.
• Reaching Monthly Targets.
• Processing refunds
• Extensive knowledge about the different types of channel managers and their correct process of integration type.
• Converting incoming Leads.
• Delivered outstanding helpdesk service and support to customers.
• Managed the use of various types of bases and configured, installed and upgraded new ones.
• Updating exiting SPECS
• Communicated status updates to affected parties when issues arose.
• Installed, configure, tested and maintained communication with software partners
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Be the first point on contact to assist their needs in switching integration type
• Provide existing names with software partners to be able and start process with new connections
• Helping with to maintain the productivity on the platform
• Creating Jira's to report anomalies on the platform
• Helping to cancel bookings
• Produced management team reports on account health and target delivery.
• Investigated low-performing accounts and adapted strategy to support sales and retention.
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
• Conducted market and competitor analysis to identify growth opportunities.
• Evaluated and negotiated commercial contracts with existing customers to achieve high renewal rate.
• Built and strengthened relationships with new and existing accounts to drive revenue growth.
• Delivered high level of service to clients to maintain relationships for future business opportunities.
• Informed clients regarding updates and renewals to avoid delays and penalties.
• Analyses and prepare renewal quotes ensuring they are sent to customers within the timeline set in the guidelines.
• Fallow up with customers to ensure maintenance is renewed.
• Receive review and process payments.
• Responding to incoming email and phone enquiries.
• Takes initiatives in customer satisfaction via process improvement plans.
• Discuss and explain obligations to customers.
• Achieve sales and revenue targets each month.
• Understand opportunity of cross sell.
• Engage new business teams with opportunities.
• Refresh sales and engage new business.
• Understand customers primary needs.
• Identify Decision Maker.
• Independently decides which product to recommend to the client.
• Educating and keeping clients up to date on products and pricing.
• Understand customer behaviors.
• Revenue goals, driving bookings conversation and negotiation.
• Responded to questions with knowledgeable responses.
• Handled inbound telephone calls from interested customers.
• Provided customers with knowledgeable and timely responses to questions and concerns.
• Increased client retention by building instant rapport and establishing customer trust.
• Successfully generated new business via telephone sales, achieving profit growth targets.
• Improved call metric standards to exceed performance KPI targets.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Selling to clients and retains existing customers.
• Achieving Retention and Account management goals
• Selling through phone and at trade-shows Business Listing
• Provide service to international customers in EMEA.
• Managing incoming lead call, emails and Sales force Leads.
• Proceeding to follow up, sales and after sale customers service related to the package managing campaigns queues.
• Making accurate, rapid cost calculations and providing customers with quotations.
• Liaising with suppliers to check the progress of existing orders.
• Checking quantities of goods on display.
• Reviewing your own sales performance, aiming to meet or exceed targets.
• Challenging any objections with a view to getting the customer to buy.
• Cold calling to arrange meetings with potential customers to prospect for new business.
• Responding to incoming email and phone enquiries
• Advising on forthcoming product developments and discussing special promotions.Attending team meeting and sharing best practice with colleagues.
• Maintaining and developing relationships with existing customers via telephone calls and emails.
• Negotiating on price, costs, delivery and specifications with buyers and managers.

• Gym
• Fitness
• Travel
• First AID Completed - England
• Boxing
• Amateur Boxing Coach Qualified - England Boxing
• Volunteer Official for England Boxing