Adriana D.

Experience

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  Marriott Hotels

  Aug 2017 - Oct 2018

  Receptionist / Concierge

  Achievements: Developed the SOP for the At Your Service agents (call assistance).Main responsibilities: • Provide personalized service to guests before and during their stay. • Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. • Secure and process payment; activate/reissue room keys. Verify/adjust billing for guests. • Oversee Housekeeping room status & guest concerns. • Process all payment types, vouchers, paid-outs, and charges.• Manage switchboard, wake up calls, and mail. • Manage food, stationery, and amenities inventory. Show less

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  Club Med

  Oct 2018 - Oct 2019

  Front Desk Receptionist

  Achievements: Developed the SOP for the front desk, planning, and traffic areas, along with planned and created training materials.Main responsibilities:• Provide exceptional customer service to guests and answer any questions they may have about the facilities. • Assist and inform guests of daily activities schedules at the resort. • Provide guests with local directions and information.• Handle any customer requests and complaints. • Manage switchboard, wake up calls, and mail. • Participate in sales of various services and offerings. • Process currency exchange, cash, and card payments. Show less

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  Teleperformance

  Jan 2020 - Jun 2020

  Reservations Agent

  Main responsibilities:• Provide international call assistance, primarily for Canada and USA. • Process reservations, as well as cancellations and modifications in existing reservations at the customers' request. • Handle the requests from guests, companies, and travel agents via phone.• Provide accurate information regarding hotels and their surroundings. • Enroll customers in the loyalty program, if they are not members.

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  Hotel Boutique Quinta Alhóndiga Galindo

  Dec 2020 - Sept 2021

  Social Media Manager

  Achievements: Updated the administrative forms & renovated the brand identity. Main responsibilities:• Develop and manage the brand social media identity.• Plan the social media content calendar.• Recommend improvements to increase performance.• Manage the day-to-day handling of all social media channels such as Facebook, Instagram, and YouTube, adapting content to suit different channels.• Monitor, track, analyze and report the performance on social media platforms using tools such as Google Analytics and Facebook insights. Show less

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  DraftKings Inc.

  Jan 2022 - Sept 2022

  Players Advocate

  Achievements: Top performerMain responsibilities:• Provide exceptional customer service for players located in the US.• Demonstrate product knowledge by assisting the players accurately.• Effectively communicate with the customers via email.• Promote the DraftKings brand through your conflict resolution abilities and effective communication skills.• Advocate for the players when solving questions or problems.

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  Syntax México

  Jun 2022 - now

  As a Service Desk Agent and SME at Syntax Inc., I engage and support my colleagues to ensure exceptional customer service and client satisfaction by:• Troubleshooting and Problem Resolution: Assisting agents with technical troubleshooting and effective problem resolution.• Knowledge Management: Gathering product information from clients and disseminating it by creating and updating procedures, the knowledge base, and processes.• Training and Development: Identifying training needs, developing training materials, and conducting training sessions for agents.• Continuous Improvement: Providing bi-weekly refreshers and customer updates to keep the team informed and aligned with the latest developments.My commitment to continuous improvement and effective communication ensures that both our team and clients receive the best possible support and service. Show less

  • Subject Matter Expert

    Apr 2023 - now

  • CSC agent

    Jun 2022 - May 2023