Carolina Gomez Mastroeni
Bachelor Of Business Administration (BBA) With A Specialization In Travel Agencies
San Jose
Overview
18
18
years of professional experience
7
7
years of post-secondary education
6
6
Certifications
Work History
Customer Service Advisor
CMA CGM Central America Cluster Service
San José, Provincia de San Jose
02.2022 - 01.2024
- Supporting customers, following cases.
- Run and check daily reports about the tasks accomplish.
- Keep SLA 90%
- Key contact for support on the web page.
- Create trainings for other teams to provide support to customers on the web page.
- Create guide for navigate on the web page on a better way.
- Lead training for new users creations.
- New position, create reports to follow up on customers on different matters. Change of destinations and support to specific customers when is required.
- We handle the documentation, Seawaybill, Draft BL, invoices, OBLS, others.
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service
CMA CGM
12.2018 - 04.2022
Booking Agent
Honduras Booking Desk
San Jose, SJ
01.2020 - 04.2020
- Process bookings, amendments, customer support.
- Prepare official documents to customers.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Customer Service
CMA CGM
01.2019 - 01.2020
- I was part of the mentors for provide trainings for elite accounts in our team.
- I was part of the team for container activity bookings transition to Costa Rica, I provide training for the modifications team, also floor support and all the advisors.
- Transfer to Elite team, I provide training for mods and elite customer to Malaysian team.
- Senior task like modifications team, also floor support, handle escalations for all the advisors, support my manager.
- Create a document with the most important facts for Special Accounts, with the best topics.
- Managed time efficiently in order to complete all tasks within deadlines.
- Quality Recognition for December 2018.
Technical Support Customer Service
Concentrix
01.2015 - 01.2017
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Reservations and Operations Manager
Butterfly Travel Costa Rica
01.2011 - 01.2015
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Reservations and Operations
Eco Aventuras Tambor
01.2010 - 12.2010
Operations Manager
Costa Rica Dream Travel
01.2008 - 04.2010
- Experience on take reservations.
- Develop itineraries for receipt Tourism.
- Billing process, reconfirmed services and guide customers with all process in Costa Rica.
Manager Reservations in Proyect Ruta Chorotega
Leather Back Trust
01.2006 - 01.2008
- Developer on product same name.
Counter for reservations and products in Tourism
OTEC VIAJES
01.2006 - 12.2006
Education
Degree - Travel Agencies Administration
Universidad Hispanoamericana San Jose
San José 02.2001 - 11.2007
Skills
Salesforce
Word
Excel
PowerPoint
Call center experience
KPI monitoring
Training and mentoring
Customer focus
CRM software
undefinedCertification
Grade in Word, Excel y Power Point, 01/01/04
Timeline
Customer Service Advisor
CMA CGM Central America Cluster Service
02.2022 - 01.2024
Booking Agent
Honduras Booking Desk
01.2020 - 04.2020
Senior Customer Service
CMA CGM
01.2019 - 01.2020
Customer Service
CMA CGM
12.2018 - 04.2022
Technical Support Customer Service
Concentrix
01.2015 - 01.2017
Reservations and Operations Manager
Butterfly Travel Costa Rica
01.2011 - 01.2015
Reservations and Operations
Eco Aventuras Tambor
01.2010 - 12.2010
Operations Manager
Costa Rica Dream Travel
01.2008 - 04.2010
Manager Reservations in Proyect Ruta Chorotega
Leather Back Trust
01.2006 - 01.2008
Counter for reservations and products in Tourism
OTEC VIAJES
01.2006 - 12.2006
Degree - Travel Agencies Administration
Universidad Hispanoamericana San Jose
02.2001 - 11.2007
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