Eliznet Monegro Garcia

• Analysed global guest accounts and transaction data to identify patterns of fraudulent activity, and implemented proactive measures that significantly reduced chargebacks and financial losses.
• Acted as a key escalation point for complex customer issues, collaborating with multiple teams to resolve concerns in a timely and efficient manner, ensuring minimal impact on customer experience.
• Leveraged CRM tools such as Salesforce to track and manage customer cases, ensuring all interactions were recorded accurately and efficiently followed up on.
• Managed critical cases involving financial disputes and policy breaches, acting as a liaison between customer service and internal departments to facilitate smooth, fair resolutions.
• Delivered continuous training and constructive feedback to team members, promoting a culture of ongoing development and ensuring consistent adherence to trust and safety best practices.

• Acted as the initial point of contact for customers needing assistance with escalated issues, providing tailored resolutions to address their needs and concerns effectively.
• Provided end-to-end support for customers during the travel booking process, offering personalised travel solutions and ensuring high levels of customer satisfaction.
• Expertly assisted guests in completing the registration process and identity verification steps to be able to comply with the requirements to use the company's services.
• Worked effectively under pressure to resolve issues quickly, ensuring that customers' needs were met in a timely and professional manner.
• Designed and implemented innovative strategies to streamline customer complaint responses, resulting in notable improvements in customer satisfaction scores.

• Provided exceptional guest assistance by addressing daily requests and issues in alignment with the company's service standards, ensuring a personalised and satisfactory guest experience.

• Managed comprehensive inventory responsibilities, including the accurate receipt of deliveries, effective tracking of consumables and linen, contributing to operational efficiency.

• Facilitated property oversight by travelling to various locations across the city, ensuring standards are met and providing direct support as required, showcasing flexibility and commitment to property excellence.

• Led troubleshooting efforts for maintenance and technology issues, improving guest satisfaction by ensuring timely resolution.

• Led quality control initiatives, emphasizing team training and adherence to high service and product standards.
• Identified potential problem areas, leading to enhanced production efficiency.
• Verified products met or exceeded customer expectations in alignment with company objectives.
• Compiled detailed quality reports and actively participated in meetings to present action plans for resolving issues.