Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

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
01.2022 - 07.2025
  • 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
08.2021 - 12.2021
  • 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
06.2020 - 08.2020
  • 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
01.2022 - 07.2025

Commis Chef / Events Liaison

Copthorne Tara Hotel
08.2021 - 12.2021

Guest Services Ambassador (Seasonal)

Elements Private Villas
06.2020 - 08.2020

High School Diploma -

Albena Lake-Hodge Comprehensive School
Frangely Luna gonzalez