Summary
Overview
Work History
Education
Skills
Timeline
Generic

Antonella Ramírez

117530449

Summary

Dedicated and customer-focused professional with extensive experience in English-speaking customer service roles. Proven ability to manage a wide range of front-facing tasks, including handling payments, reservations, check-ins, and check-outs with efficiency and professionalism skilled in problem-solving and resolving customer inquiries with empathy and clarity, consistently delivering a positive guest experience.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Hotel Front Desk Clerk

Dolphin Quest Costa Rica
10.2020 - Current
  • Oversaw and organized calendar to schedule reservations and monitor cancellations.
  • Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Collected room deposits, fees, and payments.
  • Handled financial transactions accurately, ensuring proper billing and payment processing.
  • Managed lost and found items to assist guests with retrieving belongings.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.

Call Center Representative

Ll.Bean Costa Rica
09.2019 - 08.2020
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Call Center Sales Representative

Ll.Bean Costa Rica
05.2019 - 09.2019
  • Developed long-term relationships with customers by providing exceptional service and tailored solutions.
  • Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
  • Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
  • Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
  • Strengthened customer loyalty through empathetic listening and understanding individual requirements.
  • Maintained high-quality standards through thorough knowledge of products, services, and company policies.

Call Center Sales Representative

Sykes Costa Rica
01.2018 - 02.2019
  • Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
  • Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Overcame objections using friendly, persuasive strategies.

Education

High School Diploma -

Colegio Anglo Americano
Tres Rios, Costa Rica
05.2001 -

Skills

Customer service

Microsoft office

Greeting guests

Teamwork orientation

Guest relations and reception

Payment handling

Reservation management

Basic accounting

Professional appearance

Reservations

Hotel recordkeeping

Check-in & check-out coordination

Timeline

Hotel Front Desk Clerk

Dolphin Quest Costa Rica
10.2020 - Current

Call Center Representative

Ll.Bean Costa Rica
09.2019 - 08.2020

Call Center Sales Representative

Ll.Bean Costa Rica
05.2019 - 09.2019

Call Center Sales Representative

Sykes Costa Rica
01.2018 - 02.2019

High School Diploma -

Colegio Anglo Americano
05.2001 -

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Antonella Ramírez117530449