Cesar Gonzales
San Pedro Town
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Reservations Agent
Las Terrazas Resort
San Pedro Town, Belize
02.2023 - 03.2024
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Established and cultivated relationships with travel partners, providing clients with smooth billing processes.
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Contributed to the creation of promotional materials for distribution across various channels to attract new clientele.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Ensured seamless communication between front desk staff and reservations department for smooth guest check-in experiences.
Team Supervisor
Transparent BPO
Belmopan, Belize
06.2022 - 06.2023
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Optimized scheduling processes to ensure adequate staffing levels during peak business hours.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Customer Contact Agent
Transparent BPO, Belmopan
Belmopan, Belize
05.2021 - 05.2022
- Resolved caller issues quickly and thoroughly.
- Handling Inbound and Outbound calls daily with the responsibility of providing customer service communication with clients under assigned campaigns.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- · Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- · Adopted customer feedback in process and system improvement initiatives.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Skilled at working independently and collaboratively in a team environment.
Data Entry Clerk for Belize Livestock Registry & A
Belize Livestock Registry & Belize Livestock Prod.
Belmopan, Belize
10.2020 - 03.2021
- Coded and processed applications into required cattles on the field.
- Data Entry Clerk for Belize Livestock Registry : Enter statistical data into
their systems as means of controlling and providing accurate data for the
field workers. - ALA Tagger for Belize Livestock Production Association : Worked in
applying ear tags on animals (Cattles) in the Belize District as means of
collecting data to send to Belize Livestock Registry to enter into the
Livestock Registry. - Also organizing the export of cattle to Mexico and
Guatemala with local farmers.
Front Desk and Concierge
Belize Dive Haven,
Turneffe Atoll, Belize
10.2019 - 03.2021
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Developed and implemented guest service policies and procedures to drive loyalty and referrals.
- Handled customer complaints to satisfy and retain guests.
- Assisted with luggage handling, valet services and concierge services.
- Assisted in being a substitute deckhand for the
captain of the dive boat when needed. Providing information to guests
about specific tours both inland and out at sea.
Reservations Control
Ian Anderson’s Cave Branch Jungle Lodge
Belmopan
06.2018 - 06.2019
- Spearheaded the implementation of new software features that improved functionality within the central reservations department.
- Collaborated with sales team to develop targeted marketing initiatives, driving new business leads and increasing overall sales.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Increased operational efficiency by identifying bottlenecks in the reservation process and proposing solutions based on data analysis.
- Drove repeat business through excellent rapport building with clients during the entire booking process.
Office Assistant
Social Secuirty Board
Mango Creek, Independence Village, Stann Creek
09.2014 - 12.2016
Education
Open Water - Open Water
Padi
Belize Dave Haven03.2022
High School Diploma -
Sacred Heart College, San Ignacio— High School Dip
San Ignacio Belize06.2014
Skills
- Phone and Email Etiquette
- Decision-Making
- Travel bookings
- Personal Travel
- Upselling strategies
- Travel Planning
- Travel industry knowledge
- Customer Service
- Reservation software
- Flexible and Adaptable
- Team Management
- Great team player Can work well with all levels of management
- Maintains professional attitude at all times Computer Literate
- Excellent computer proficiency with ease in using Microsoft Word, Microsoft Excel and Microsoft PowerPoint
- Knowledgeable in the utilization of CRM Systems and Reservation Management (CSS, Zendesk, Ring Central, Room Master, Live Agent, Expedia, Bookingscom, Travelocity)
Timeline
Reservations Agent
Las Terrazas Resort
02.2023 - 03.2024
Team Supervisor
Transparent BPO
06.2022 - 06.2023
Customer Contact Agent
Transparent BPO, Belmopan
05.2021 - 05.2022
Data Entry Clerk for Belize Livestock Registry & A
Belize Livestock Registry & Belize Livestock Prod.
10.2020 - 03.2021
Front Desk and Concierge
Belize Dive Haven,
10.2019 - 03.2021
Reservations Control
Ian Anderson’s Cave Branch Jungle Lodge
06.2018 - 06.2019
Office Assistant
Social Secuirty Board
09.2014 - 12.2016
Open Water - Open Water
Padi
High School Diploma -
Sacred Heart College, San Ignacio— High School Dip