ALOHAS, Remote: Customer Service Representative
Calle 49B #- Mérida, México -
(2021 - 2024)
• Ensured excellent service standards and responded ef ciently to customer
inquiries, maintaining high customer satisfaction.
• Monitored and addressed daily delays, cancellations, returns, exchanges, and
complaints in the e-commerce environment.
Rebel Girls - Client Support Specialist - (2017 -2021)
• Served as a liaison, providing product/ services information and resolving
customer problems with accuracy and ef ciency.
• Troubleshooted and investigated customer complaints to ensure thorough
resolution.
MLS Global - Customer Success Manager - (2015 - 2016)
• Led initiatives to identify and ful ll customer needs, driving satisfaction and
fostering long- term client relationships.
• Managed a team to deliver outstanding customer service, ensuring open and
interactive communication to build trust and loyalty.
Hertz Rental Car - Customer Solutions Agent - (2014 - 2015)
• Managed customer complaints and provided tailored solutions to enhance the
overall rental experience.
• Ensured adherence to communication procedures, guidelines, and policies,
resulting in consistent service delivery.
Sichuan Police College - China: English Teacher. (2013 - 2014)
• English lessons to University students.
• Organize and participate in the English Circle to help students practice
conversational skills
Sunset Resorts - Cancun: Reservation Supervisor (2008 - 2012)
• Analyze and monitor the occupancy of each of the group's hotels to make
decisions to improve utilization.
• Authorize based on occupancy of the group's hotels possible over-bookings to
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frequent customers or customers with special needs.
Coordinate with the areas involved personalized attention to members and VIP
guests.
Assist guests with special needs such as changes in ight itineraries, car rentals,
and car rentals, promotions for theme parks, and archeological zones.
-Professional, responsible,
and bilingual EnglishSpanish person always
striving to learn new things.
Comfortable working
unsupervised or as part of a
group. More than 12 years
experience in customer
service and 4 as an English
teacher. Comfortable
working under pressure,
with or without a supervisor,
and remotely.
SKILLS
Zendesk, Kustomer, Gorgias
(email and chat) Trello,
Asana, Hubspot, Slack,
AirTable.
Shopify and other
ful llment systems
(ShipBob, Amazon FBA,
ODOO, 3PL partners).
Advanced Excel and Google
spreadsheets (VLOOKUP,
INDEX MATCH, Pivot tables,
Macros).
Google Data Studio
(Beginner)
Familiarity with CRM
systems and practices.
• Delivered ef cient check-in services, assisted with luggage issues, and managed
Customer orientation and
ability to adapt/respond to
different types of characters.
Aeromexico - Scheduling Specialist, Code Share Supervisor (1995 - 2000)
Excellent communication,
both written and verbal, and
presentation skills.
American Airlines - Customer Service Agent (2002 - 2007)
ight disruptions to ensure a smooth passenger experience and high customer
satisfaction.
• Extensive communication with sales, yield, route planning, and crew.
• Programming and planning of charter ights.
• Extensive interaction with the sales department planning ights according to the
department’s requests.
• Analysis of commercial impacts on the regular itinerary as a consequence of ight
cancellations.
• Strong teamwork always focused on achieving the goals and objectives set by the
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Emilio Talayero
Ability to multitask,
prioritize, and manage time
effectively.
