Ashly Pamela Sanchez Garcia
San José
Summary
Customer Services Professional with strong experience in driving customer satisfaction and operational efficiency. Skilled in problem-solving, process improvement, and strategic planning. Known for fostering team collaboration, adapting to changing needs, and consistently achieving results. Expertise includes CRM systems, conflict resolution, and team leadership. Reliable and results-focused, ready to make significant impact.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Receptionist
Hotel Wyndham Garden San Jose Escazu
07.2022 - 10.2023
- Assisted guests with check-in, check-out, and reservation management.
- Provided information on hotel services, rates, policies, facilities, and local activities.
- Operated the hotel’s Property Management System (PMS) to manage stays, payments, and guest requests.
- Resolved guest inquiries, requests, and complaints to ensure a positive experience.
- Coordinated with other departments (housekeeping, maintenance, security) to support smooth daily operations.
- Managed phone calls, emails, and special guest requests for individuals and groups.
- Handled basic cash operations, billing, payments, and transaction reconciliation.
Night Auditor
Hotel Wyndham Garden San Jose Escazu
04.2022 - 10.2023
- Performed daily cash closing, income reconciliation, and verification of all financial transactions.
- Prepared accurate financial and operational reports for management, ensuring compliance with internal procedures.
- Reviewed and updated reservations, rates, and guest accounts during the night shift.
- Assisted guests with check-ins, check-outs, inquiries, and issue resolution throughout the night.
- Oversaw hotel operations in the absence of management, ensuring safety and proper functioning of common areas.
- Audited documents, billing, and pending accounts to maintain the integrity of financial information.
- Coordinated with other departments (front desk, housekeeping, security) to ensure smooth hotel operations.
Customer services
DHL EXPRESS, Centro corporativo el Cafetal
11.2023 - Current
- Managed customer inquiries via phone, email, and chat, providing accurate information on shipments, rates, delivery times, and available services.
- Efficiently resolved issues related to lost packages, delays, customs processes, and claims, ensuring a positive customer experience.
- Tracked shipments and coordinated with operational teams (logistics, customs, delivery) to ensure timely and accurate delivery.
- Recorded and updated customer information in internal systems, ensuring accuracy and full traceability of each case.
- Provided personalized guidance on logistics solutions and additional services to meet customer needs.
- Met service metrics (SLAs), customer satisfaction goals, response times, and quality standards.
- Handled difficult customer interactions using effective communication and conflict-resolution techniques.
- Supported administrative tasks such as order creation, basic billing, and documentation verification.
Stretch Customer Backline – Undeliverables
DHL Express
09.2025 - 12.2025
- Provided specialized backline support for undeliverable shipments, ensuring accurate investigation and resolution of delivery issues.
- Analyzed shipment exceptions, incorrect addresses, customs holds, and operational delays to determine the appropriate corrective actions.
- Coordinated with operations, couriers, customs, and customer service teams to resolve escalated cases efficiently.
- Updated internal systems with detailed case notes, resolution steps, and shipment status to ensure full traceability.
- Contacted customers when necessary to verify information, confirm delivery instructions, or resolve documentation issues.
- Ensured compliance with service standards (SLAs) by prioritizing urgent cases and minimizing shipment delays.
Education
Bachelor's degree -
Colegio Superior de Señoritas
San Jose, Costa Rica10.2021
Skills
- Customer service & communication
- Problem-solving
- Logistics & admin support
- Systems proficiency
- Organization & teamwork
- English communication
Languages
Spanish
English
Certification
- Certificate of Award in English, English Access Microscholarship-Scholarship Awarded by the united Stated Embassy.
- Creative Solutions with Robotics.
- Internet of Things Course
- Basic Digital Skills Development Program
- Introduction to Cybernetics Course
- Introduction to Cybersecurity
Courses
- Certificate of Award In English Scholarship awarded by the United States Embassy; English level awarded B2 Jun 2022
- Creative Solutions with Robotics Jun 2019
- Programa de desarrollo de Destrezas Digitales Básicas Jun 2019
- Curso de Internet de las Cosas May 2022
- Curso de Introduccion a la Cibernetica de CiscoNetworking Academy Aug 2022
- Introduccion a la Ciberseguridad Aug 2022
- Get Connected Mar 2022
- Entrepreneurship Aug 2022
Timeline
Stretch Customer Backline – Undeliverables
DHL Express
09.2025 - 12.2025
Customer services
DHL EXPRESS, Centro corporativo el Cafetal
11.2023 - Current
Receptionist
Hotel Wyndham Garden San Jose Escazu
07.2022 - 10.2023
Night Auditor
Hotel Wyndham Garden San Jose Escazu
04.2022 - 10.2023
Bachelor's degree -
Colegio Superior de Señoritas