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@williambour
Customer Success professional with expertise in client support and coordination.
As a dedicated Customer Success professional, I thrive in remote environments where I can leverage my multilingual skills and extensive experience in client support. My journey began with a Bachelor's degree in International Marketing, which laid the foundation for my career in customer service across various industries.
In my most recent role at Mexico Travel Solutions, I excelled as a Customer Service Virtual Assistant, where I managed inquiries in English, Spanish, and French, ensuring a seamless experience for clients. My ability to resolve conflicts and complaints with empathy has consistently resulted in high customer satisfaction ratings. I am adept at using tools like Slack, Zoom, and Trello to coordinate with teams and maintain effective communication.
Previously, as Operations & Hospitality Manager for Luxury Catamaran Tours, I successfully led a team to achieve a 95%+ customer satisfaction rating while increasing revenue by 60%. My commitment to continuous improvement and my results-driven mindset make me a valuable asset to any organization looking to enhance their customer experience.
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Work history, roles, and key accomplishments
Mexico Travel Solutions
Jan 2024 - Present (1 year 10 months)
Provided customer service in English, Spanish, and French, handling inquiries via email, chat, and calls. Resolved conflicts, complaints, and requests with an empathetic and results-oriented approach.
Luxury Catamaran Tours / IMGO Distributors
Jan 2023 - Present (2 years 10 months)
Managed daily operations of a two-story catamaran with a 180-guest capacity, achieving 95%+ customer satisfaction ratings. Supervised and trained a team of 6 staff members, improving service efficiency by 75%.
Southwest Airlines
Jan 2021 - Present (4 years 10 months)
Delivered high-quality customer service to passengers at ticket counters and boarding gates, ensuring a smooth travel experience. Provided check-in assistance, boarding support, and travel information in English and Spanish.
Degrees, certifications, and relevant coursework
Bachelor International Marketing, International Marketing
1997 - 2001
Studied international marketing principles and strategies. Gained knowledge in global market analysis, consumer behavior, and cross-cultural communication.
Software and tools used professionally
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