Marina Constanza Velazquez
Ushuaia,Tierra del Fuego
Summary
Knowledgeable and dedicated customer service professional with extensive experience in tourism industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Service
Ushuaia Secretariat of Tourism
Ushuaia, Tierra del Fuego, Argentina
11.2015 - Current
- Guaranteed positive customer experiences by efficiently resolving customer concerns and complaints.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Provided support to customers, meeting demands of fast-paced call centre environments.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
- Researched accommodation options to provide choices for varying tastes and budgets.
- Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
- Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
- Produced physical and online brochures showcasing tour package information.
Tour Guide
Freelance
Ushuaia, Argentina, Tierra del Fuego
10.2008 - Current
- Conducted foreign-language tours in spanish and english.
- Helped protect local area by preventing harm to animal or plant life.
- Documented daily tour activities and prepared incident reports.
- Entertained tour guests with fun props, stories and activities.
- Protected group members by following safety guidelines.
- Rendered first aid or CPR in cases of injury or illness during tours.
- Learned historical and cultural details of landmark site to enrich tours.
- Registered tour guests, issued paperwork, and processed fees.
- Issued identifying badges and safety devices to guests.
- Assisted clients with special needs requiring additional support around vehicles or site environment.
- Monitored tour guests' behaviour and enforced site and tour rules.
- Coordinated smooth-running tours and resolved problems with itineraries, services, or accommodations.
- Helped visitors feel welcome with friendly conversations, personal help and engaging stories.
- Accompanied individuals as personal guide on special tours.
- Supported park guests with professional tours, pointing out landmarks and answering questions.
- Enhanced local tourism by recommending additional attractions and points of interest in surrounding area.
- Shared informational brochures with guests detailing additional points or facts of interest.
- Assembled and distributed supplies for guests to complete tour activities.
- Escorted tourists, fulfilling tour requirements and creating enjoyable experiences.
- Led groups on trips and sightseeing tours to explore Ushuaia and the sourrandings
- Engaged schoolchildren in topics of interest by conducting fun tours.
Education
Higher National Diploma - Tourism
Universidad de la Patagonia San Juana Bosco
Ushuaia, Argentina 03.2003 - 11.2007
Skills
- Problem-solving abilities
- Public Relations
- Promotions
- Ability to prioritize
- Motivational leadership style
Languages
Spanish
Native
English
Upper intermediate
Italian
Beginner
French
Beginner
Portuguese
Beginner
Certification
Wilderness First Responder October 2022. AAETAV
Charla: Ciudades Antárticas por Gabriela Roldan. November 2020
Antártida, una mirada a través de sus fósiles October 2020
El Antártico, un continente asombroso. EDX Course. July 2020
Seminario-Taller "Historia Antártica Argentina". October 2018
Zodiac Driving and Landing Logistics in Polar Regions. October 2016. KSP. Katabatic Staffing Project
Antarctica 1.0.1. August 2018. KSP. Katabatic Staffing Project
Timeline
Customer Service
Ushuaia Secretariat of Tourism
11.2015 - Current
Tour Guide
Freelance
10.2008 - Current
Higher National Diploma - Tourism
Universidad de la Patagonia San Juana Bosco
03.2003 - 11.2007
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