Nilso Jimenez Caracciolo

Experience

• 

  GB Advisors

  Feb 2020 - Jun 2021

  Sales Development Representative

  -Identify prospective customers, lead generation and conversion-Contact new and existing customers to discuss needs using vTiger.-Emphasize the features of products like Freshdesk, Freshchat and Freshservice.-Negotiate prices and terms and prepare sales agreements-Collaborate with Freshworks and Bomgar to advise and improve lead conversion. -Maintain contact lists and follow up with customers to continue relationships-Collaborate with cross-functional teams to design and implement data-driven solutions.-Communicate findings and insights to stakeholders in a clear and concise manner.-Utilized Zendesk CRM to send follow-ups and communication with several prospects as well as support requests. Show less

• 

  Fairfield Inn & Suites by Marriott

  Sept 2021 - Oct 2022

  Guest Services Specialist
• 

  Marriott Orlando Downtown

  Nov 2022 - Oct 2024

  Front Desk (Shift Lead)

  Trained and assisted 15+ employees on hospitality software PMS, created and resolved more than 5cases using Salesforce as well as processed and provided resolution to more than 400 people on my tenure.

• 

  Wyndham Destinations

  May 2023 - Sept 2024

  -Assists Owners and Members in providing solutions to existing problems with timeshare/ownership.-Created cases of escalations, compensations and contract cancellations utilizing Salesforce software.-De-escalate conflict and provide System IT Tickets as needed.-Assists Owners and Members with alternatives and solutions to cancellations or rescission of contracts.-Provides solutions and problem solving skills to retain customer base and avoid company losses. -Assist new members on the most optimized way to put them on vacation.-Provided and built rapport with members about their next travel to build new sales.-Calculated and provided information with billing and equity of contracts.-Advise, Educate, and Provide assistance on Ownership Equities, education on contracts and new trial ownerships. Solved more than 5 Tickets a day of Website issues, upsold more than 40 Reservations a day and generated 3X revenue to the company with Travel opportunities.

  • Strategy & Resolution Specialist

    May 2024 - Sept 2024

  • Customer Service Rep II - Trial Account Specialist

    Sept 2023 - May 2024

  • Customer Service Rep I - Reservation Specialist

    May 2023 - Sept 2023
• 

  Alorica

  Sept 2024 - now

  Customer Support Specialist

  Addressed and resolved United Healthcare Website and App Issues of more than 50+ members per day.Submitted and Resolved more than 20+ Tickets at day using ServiceNow.Provided support for benefit and claim-related inquiries.

• 

  CourseCareers

  Oct 2024 - Dec 2024

  Information Technology Bootcamp

  Created hands-on projects along with supporting other students in their IT learning experiences.Portfolio: https://github.com/nilsojc---Microsoft Azure, Virtual Machines, Help Desk Ticketing Systems (osTicket), Virtual Private Networks, Active Directory, DNS Exploration, Network File Shares and Permissions.