Frangely Luna gonzalez
LONDON,State / Province / Region
Summary
Customer Service Advisor with 3+ years' experience resolving 50+ daily customer inquiries while maintaining 98% satisfaction rates. Proven ability to reduce escalations by 30% and improve first-contact resolution by 15%. Fluent in English and Spanish with CRM system proficiency.
Overview
5
5
years of professional experience
2014
2014
years of post-secondary education
Work history
Senior Bartender & Shift Lead
San Carlo
London
2022.01 - 2025.07
- Resolved 50+ daily customer complaints and inquiries, achieving 98% satisfaction rate
- Reduced customer escalations by 30% through improved service protocols
- Trained and coached 15+ staff members, improving team efficiency by 15%
- Processed £10,000+ in daily transactions with 100% accuracy
Commis Chef / Events Liaison
Copthorne Tara Hotel
London
2021.08 - 2021.12
- Delivered premium service for 200+ guests per event with 95% satisfaction scores
- Streamlined kitchen-front house communication, reducing service delays by 20%
Guest Services Ambassador (Seasonal)
Elements Private Villas
Anguilla
2020.06 - 2020.08
- Provided luxury concierge services maintaining 5-star guest ratings
- Proactively resolved 50+ guest issues before escalation
Education
High School Diploma -
Albena Lake-Hodge Comprehensive School
Skills
- High-Volume Customer Support
- Conflict Resolution
- De-escalation Techniques
- CRM Systems
- POS Operations
- Cash Handling
- Multilingual Support
- Team Training
- Performance Improvement
- Data Entry
- Case Management
- CRM Platforms
- POS Systems
- Microsoft Office Suite
Languages
English
Proficient (C2)
Spanish
Proficient (C2)
Italian
Advanced (C1)
Timeline
Senior Bartender & Shift Lead
San Carlo
2022.01 - 2025.07
Commis Chef / Events Liaison
Copthorne Tara Hotel
2021.08 - 2021.12
Guest Services Ambassador (Seasonal)
Elements Private Villas
2020.06 - 2020.08
High School Diploma -
Albena Lake-Hodge Comprehensive School