Cristina Santiago

• Streamlined reservation processes for improved accuracy and guest experience.
• Contributed to increased bookings by promoting hotel services and special offers during interactions with pet parents

Experience in upselling and customer service.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.