Open to opportunities

Aileen Gastelum

@aileengasteluml

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Bilingual customer service specialist with 6+ years in hospitality, travel, and cruise reservations.

Mexico

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What I'm looking for

I seek a customer-focused role in travel or hospitality where I can apply reservation expertise, deliver exceptional guest experiences, and grow into leadership.

I am a bilingual customer service professional with over six years of experience in hospitality, travel, and the cruise industry, specializing in booking management, customer support, and problem resolution. I consistently delivered top-performing results in cruise reservations, earning Top 10 and Top 5 recognitions while managing bookings across the USA, Canada, Mexico, and Latin America.

I bring strong communication, conflict-resolution, and multitasking skills, plus hands-on experience with reservation and cancellation systems, transaction processing, and administrative support. I have supported onboarding and HR tasks, managed reception duties, and taught English, demonstrating versatility and attention to detail in both customer-facing and back-office roles.

Experience

Work history, roles, and key accomplishments

Cruise Reservation Agent

Royal Caribbean Group

Jan 2023 - Jan 2025 (2 years)

Supported travel agents with booking assistance, cancellations, and policy guidance for Celebrity cruises across North and Latin America; recognized twice as a top performer (Top 10 and Top 5) and managed pre-cruise enhancements to improve guest experience.

Customer Support Cancellations Cruise Documentation Upselling

Customer Service Representative

Avenue

Jan 2022 - Dec 2022 (11 months)

Handled customer complaints and responded to reviews via email and chat to resolve issues and maintain customer satisfaction.

Customer Service Email Support Live Chat Complaint Resolution Multitasking Communication

Receptionist / Front Desk

Tetra Pak

Jan 2021 - Dec 2021 (11 months)

Supported HR onboarding (uniforms, IDs, PPE), managed DHL mailing services, stationery, stock takes, and meeting room bookings to streamline office operations.

Onboarding Inventory Management Meeting Coordination Administrative Support Customer Service

Legal Administrative Assistant

Law Offices of Peyman Rahnama

Jan 2019 - Dec 2019 (11 months)

Supported two attorneys in workers' compensation and personal injury practice by preparing court submissions, hearing notifications, document analysis, archiving, and client communication.

Legal Administration document preparation Client Communication Accounts Payable Attention To Detail

English Teacher

Linguatec Language Center

Jan 2015 - Dec 2018 (3 years 11 months)

Taught English using multimedia presentations (PowerPoint, Prezi, Genially), supported academic direction, managed calls and enrollments, and contributed to course sales.

English Instruction Student Support Communication