Roi Timiraos
Customer Service
Barcelona
Summary
Known for abilities to connect with people and build strong relationships based on trust and empathy. Energetic team player who enjoys working collaboratively, motivating colleagues, and creating a positive and productive work environment.
Strong leadership and problem-solving skills allow to identify opportunities for improvement and make strategic decisions, effective communications with the ability to influence and persuade, which has enabled to build strong relationships with clients and business partners.
Focus is on providing exceptional service while driving business growth.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
Amadeus Hospitality
09.2022 - Current
- Successfully managed and resolved over 1500 complex customer issues per year, significantly enhancing customer satisfaction. Proactively identified opportunities to upsell products and services, contributing to sales growth. Demonstrated empathy and built customer loyalty through effective complaint resolution.
- Provided timely updates on critical issues to Amadeus maintenance detailed customer interaction records for effective follow-up.
- Analyzed, coached and implemented solutions to streamline processes, resulting in time, cost, and resource savings. Leveraged deep customer understanding to co-create tailored solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Handled customer inquiries and suggestions courteously and professionally
Customer Service Specialist
CPM International Telebusiness
08.2018 - 09.2022
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally. Overachieved cross/up sales target.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed over 50 customer calls per day in different languages.
- Maintained and managed customer files and databases
Customer Service Specialist
SELLBYTEL Group
01.2018 - 07.2018
- Provided technical support for leading Silicon Valley tech company via inbound calls and emails. Handled over 50 calls per day. Managed customer inquiries efficiently, building strong customer relationships through prompt and professional service.
- Troubleshot technical issues, utilizing research skills to identify solutions and ensure customer satisfaction.
- Demonstrated strong teamwork and commitment to continuous improvement.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
Lead Bartender
Marriott
03.2015 - 03.2017
- Closed out cash register and prepared cashier report at close of business.
- Upsold daily specials and beverage promotions to exceed daily sales goals. Achieved over 30% sales increase vs previous bartenders.
- Consulted, proposed and created with managers to organize special events and promotions.
- Consulted with managers to organize special events and promotions
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory
Night Auditor
Ushuaïa Ibiza Beach Hotel
05.2014 - 10.2014
- Managed guest check-ins and check-outs, assigned rooms, and handled guest inquiries and complaints efficiently.
- Processed reservations through various channels (phone, email, in-person) and ensured accurate room allocations.
- Prepared and processed guest bills, handled payments, and adhered to financial procedures. Prepared and processed guest bills, handled payments, and adhered to financial procedures.
- Increase 20 % cros selling with different departments
Bartender
The Dorchester Hotel
04.2013 - 02.2014
- Masterfully crafted diverse range of cocktails, utilizing premium ingredients and innovative techniques to delight discerning guests. Exceeded expectations by tailoring drinks to individual preferences and creating unforgettable experiences.
- Provided impeccable service, engaging with guests to understand their preferences and creating personalized and memorable bar experience. Anticipated and fulfilled guest requests with attentiveness and genuine passion for hospitality.
- Uphold highest standards of hygiene and cleanliness within bar area,ensuring pristine and inviting environment for guests. Contributed to sophisticated and elegant ambiance that reflects hotel's 5-star luxury status.
- Contributed to positive work environment through effective teamwork and communication with colleagues
Co-Founder and CEO
Voyair Travel Agency
01.2007 - 03.2013
- Co-founded and led online travel agency, developing cutting-edge B2B booking platform integrating multiple travel products. Successfully established key partnerships with major wholesalers and managed virtual sales team.
- Oversaw day-to-day operations, including budget management, supplier negotiations, and digital marketing strategies to drive online visibility and sales.
- Drove business growth through strategic partnerships, innovative product development, and effective team management
- Grew customer base through targeted outreach and networking events. Increased company revenue by developing and implementing innovative marketing strategies
Education
Diploma - CRM - Email Marketers & Journey Builder
ISDI CRM
Barcelona 05.2021 - 05.2021
MBA - Master in Marketing Management
ESERP School of Business & Social Sciences
Barcelona 01.2014 - 01.2015
Licenciado - Tourism And Travel Management
Universidad Nueva Esparta
Caracas 05.1997 - 05.2001
Skills
Empathy and emotional intelligence
Timeline
Customer Service Representative
Amadeus Hospitality
09.2022 - Current
Diploma - CRM - Email Marketers & Journey Builder
ISDI CRM
05.2021 - 05.2021
Customer Service Specialist
CPM International Telebusiness
08.2018 - 09.2022
Customer Service Specialist
SELLBYTEL Group
01.2018 - 07.2018
Lead Bartender
Marriott
03.2015 - 03.2017
Night Auditor
Ushuaïa Ibiza Beach Hotel
05.2014 - 10.2014
MBA - Master in Marketing Management
ESERP School of Business & Social Sciences
01.2014 - 01.2015
Bartender
The Dorchester Hotel
04.2013 - 02.2014
Co-Founder and CEO
Voyair Travel Agency
01.2007 - 03.2013
Licenciado - Tourism And Travel Management
Universidad Nueva Esparta
05.1997 - 05.2001
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