Ferneys

Profile
Bilingual customer service professional with 15+ years in hospitality and cruise
operations. Skilled in guest relations, front desk management, and conflict resolution.
FERNEYS Experienced in CRM systems (Opera PMS, Micros POS, Zendesk) and delivering
empathetic support in English and Spanish. Dedicated to creating positive guest
ALVAREZ experiences and ensuring service excellence

C U S TO M E R S E R V I C E
Employment History
R E P R E S E N TAT I V E
( E N G L I S H / S PA N I S H ) Remote Customer Support & Sales Consultant, Remembrance Headstones,
Remote
JUN 2025 — NOV 2025
Details • Provided bilingual (English/Spanish) remote support to clients in the U.S. market,
Calle 41 82 64 guiding them through sensitive memorial product choices with empathy and
Mukacheve professionalism.
Ukraine • Assisted customers from first contact to final design approval, ensuring clear
[open contact info](look above in the "contact info" section) communication and personalized solutions.
[open contact info](look above in the "contact info" section) • Used CRM platforms (HubSpot, Slack) to track interactions, follow up on
inquiries, and maintain transparent project updates.
• Coordinated with design and production teams to guarantee timely delivery
Links aligned with client expectations and brand standards.
LinkedIn • Developed consultative communication strategies that improved client trust
and long-term relationships in a highly emotional service sector

Customer Experience Specialist, Movich Hotels
Skills
SEPT 2024 — FEB 2025
Guest Communication
• Delivered bilingual customer support (English/Spanish) via WhatsApp, live chat,
and email, ensuring fast and empathetic responses.
Problem Resolution
• Assisted international guests with reservations, cultural guidance, and
personalized solutions, improving satisfaction scores and online reviews.
Sales
• Supported loyalty program enrollments through proactive communication and
Negotiation personalized follow-up.
• Collaborated across departments to guarantee seamless guest service aligned
Upselling with brand standards.

Emotional Intelligence
Assistant Sales Manager, HEINEMANN AMERICAS – (ONBOARD ROYAL
CARIBBEAN CRUISES)
Calm Under Pressure JUN 2022 — AUG 2024

• Delivered bilingual guest support onboard, ensuring personalized shopping and
Effective Communication service experiences for international passengers.
• Led and coached a multicultural team of 10+ associates, focusing on empathy,
Customer-Oriented Approach cultural sensitivity, and guest interaction.
• Coordinated with cruise management to adapt promotions and campaigns to
Collaboration
guest needs, improving satisfaction and loyalty.
• Optimized inventory and service processes using POS and InfoGenesis systems,
ensuring smooth operations and guest confidence.
Languages
Promotions Ambassador, HEINEMANN AMERICAS – (ONBOARD ROYAL
Spanish ( Native Speaker)
CARIBBEAN CRUISES)
English: C1 (Advanced) DEC 2021 — JUN 2022

• Enhanced guest experience by providing personalized product guidance and
cultural storytelling.
• Supported promotional events onboard, engaging guests and improving their
overall satisfaction.
• Recognized as Employee of the Month for exceptional service and guest impact.
Sales Agent, HEINEMANN AMERICAS – (ONBOARD ROYAL CARIBBEAN
CRUISES)
JUN 2021 — DEC 2021

• Provided luxury-level guest service to international passengers, specializing in
fine jewelry and watches.
• Assisted guests with personalized recommendations, ensuring memorable
shopping experiences.
• Streamlined payment and service processes, reducing wait times and improving
guest satisfaction.

Shopping Ambassador - Product Manager, DUFRY – (ONBOARD
NORWEGIAN CRUISE LINE CRUISES)
APR 2017 — JUN 2020

• Delivered bilingual guest support (English/Spanish) onboard, guiding passengers
through shopping experiences and providing personalized recommendations.
• Conducted multilingual presentations and seminars, assisting guests in
understanding products and services, which improved satisfaction and
engagement.
• Coordinated with cruise operations to ensure smooth product placement and
inventory flow, enhancing the overall guest experience.
• Trained junior staff in customer service excellence and product knowledge,
fostering a culture of empathy and guest focus.
• Created memorable shopping and service moments that strengthened guest
loyalty and reinforced the cruise brand reputation.

Front Desk Supervisor, SOFITEL SANTA CLARA HOTEL
MAR 2015 — APR 2017

• Delivered bilingual customer support (English/Spanish) at a luxury property,
ensuring smooth check-in/check-out and personalized guest experiences.
• Led a team of 6 receptionists, coaching them on empathy, cultural sensitivity, and
service standards to improve guest satisfaction scores.
• Coordinated VIP arrivals and group bookings, resolving issues proactively and
reinforcing brand reputation.
• Streamlined reservation and billing processes using Opera PMS and Micros POS,
reducing wait times and enhancing service efficiency.

Revenue Auditor, SOFITEL SANTA CLARA HOTEL
JAN 2014 — MAR 2015

• Conducted daily audits across multiple systems (Opera, Micros), ensuring 100%
accuracy in financial reporting and guest accounts.
• Supported front desk operations by resolving billing discrepancies and assisting
guests with payment-related concerns.
• Collaborated with finance and reception teams to guarantee transparent and
timely communication with guests.

Night Auditor - Receptionist, SOFITEL SANTA CLARA HOTEL
OCT 2010 — JAN 2014

• Provided overnight customer support, assisting guests with reservations,
inquiries, and service recovery.
• Ensured accurate reconciliation of guest accounts and cashier transactions,
maintaining trust and satisfaction.
• Handled refunds and deposits with empathy and precision, improving guest
confidence in financial processes.
Guest Services, SOFITEL SANTA CLARA HOTEL
JAN 2010 — OCT 2010

• Delivered personalized bilingual assistance (English/Spanish) during check-in
and throughout the stay, ensuring smooth guest experiences.
• Responded to guest inquiries and reservations via multiple channels, improving
accessibility and satisfaction.
• Coordinated with housekeeping and concierge teams to guarantee seamless
service delivery and quick resolution of requests.
• Supported VIP arrivals and special events, reinforcing brand reputation and
guest loyalty.
• Maintained accurate guest records in Opera PMS, enabling personalized service
and long-term guest relationships.

Night Auditor, OCEANIA ESTELAR HOTEL
A U G 2 0 0 5 — M AY 2 0 0 8

• Provided overnight bilingual customer support (English/Spanish), assisting
guests with reservations, inquiries, and service recovery during late hours.
• Ensured accurate reconciliation of guest accounts and cashier transactions,
maintaining trust and transparency in financial processes.
• Verified reports and processed refunds with empathy and precision, reducing
discrepancies and improving guest confidence.
• Submitted daily guest arrival reports to immigration authorities, ensuring
compliance with legal requirements and accurate documentation.
• Supported early morning check-outs and group departures, delivering efficient
and seamless guest service.

Education
Bachelor in Hospitality Management, INSTEMOL - SENA
JUN 2010

Entrepreneurship and Business Management, Sena
JUL 2005

Bachelor in Marketing and Sales, SENA
JUL 2005

Bilingual Administrative Assistant, CENTRO COLOMBO AMERICANO
DEC 2003

Software & Digital Platforms
='
Microsoft Office - E-Front - Fidelio - Micros POS - Opera PMS - Zeus - Dufry
POS - Infogenesis - CrunchTime - A400 Colonial - Symphoni - Zendesk -
Bitrix24 - Zoho CRM

Courses
Responsible Prompting: Maximize AI in Your Business, Santander – Open
Academy
M AY 2 0 2 5

Negotiation, Esade – Santander Open Academy
M AY 2 0 2 5

Social Media Advertisement, Santander – Open Academy
M AY 2 0 2 5
Effective communication & Facilitation skills, ROYAL CARIBBEAN L & D
MAR 2024

Humanology , Heinemann Americas
JUN 2021

The Psychology of Selling , Heinemann Americas
JUN 2021

Building Rapport, Heinemann Americas
JUN 2021

Concierge “Creating a Magic Service", Cotelco
AUG 2017

Basic Buttler Course, MODERN INSTITUTE OF BUTLERS
OCT 2017