Heidy Rivero Vergara

• Identified user's pain points; evaluating customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
• Maintained and managing customer files and databases.
• Provided primary customer support to internal and external customers via channels: chat, email, social networks.
• Solved concerns with products or services to help with retention and loyalty.
• Was primarily responsible for providing first-class service, complying with service quality standards.
• Gained recognition awards for top performance

Assisting to strategize and execute the hotel's digital marketing
communication plan. Ensuring high performance on digital campaigns
through effective data analytics. Supporting corporate and brand on
digital marketing initiatives

• Reviewed and managed online presence, image and reputation of 5 hotels
• Decrease costs of opportunity by warranting smooth functioning of sales and marketing processes with constant update of product data sheets, budget catalogues as well as redesigning offers to avoid obsoleteness
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Analyzed past sales data and team performance to develop realistic sales goals.

Sale and coordination of transportation, accommodations,
tours and activities. Advise clients regarding destinations, cultures,
customs, weather and activities.

• Monitoring of sales behavior
• Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Developed strategies to coordinate groups in new terrain and environments while delivering comprehensive training to mitigate logistical issues and disruptions.

• Developed strategic initiatives based upon company objectives aimed at accelerating growth.
• Managed key product accounts for 43 stores in 2 provinces
• Monitored of sales behavior
• Meetings, follow ups and contracts with stake holders (providers,
  prospective clients)
• Market studies for designing and developing of new products
• Analysis of Statistical reports
• Conducted research to develop detailed business plans for commercial opportunities and expansion.
• Redesigned products (stores) that didn't achieve sales target
• Gained recognition awards for top performance

• Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
• Managed Key Tour Operator accounts for 5 hotels
• Increase administration revenues focused on Bookings, Meetings and Events by redesigning proposals, negotiating prices and fees as well as ensuring
  continuance of business relations with stakeholders
• Reviewing and managing online presence and image of hotels,
• Decrease costs of opportunity by warranting smooth functioning of sales and marketing processes with constant update of product data sheets, budget
  catalogues as well as redesigning offers to avoid obsoleteness
• Improved account management by predicting potential competitive threats and outlining proactive solutions.
• Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
• Reviewed processes to optimize service delivery to boost customer satisfaction.

• Adhered to budgeting and accounting processes for cohesive records.
• Supported organizational account management duties under direct supervision.
• Billing of Agencies and reports on state of aged debts 2 hotels
• Identified potential cost savings through focused financial analysis.

• Interacted with customers by phone, email, or in-person to provide information.
• Analyzed problems and worked with teams to develop solutions.
• Sorted and organized files, spreadsheets, and reports.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Studies and application of international hospitality trends adapted to particular
  scenarios
• Management of Lodging Budget and accomplishment of monthly income plans of 2 hotels

• Interacted with customers by phone, email, or in-person to provide information.
• Customer assistance, fulfillment and treatment of requests and complaints
• Improved hotels reputation by managing them via Zoover, Trip Advisor and Holiday Check.
• Increased hotels engagement on social media (Facebook) as well as management of social media marketing
• Managing of customer loyalty and customer feedback.
• Improved guest returning index by updating Customer Loyalty Plan.
• Assisting with elaboration of Quality Management System Procedures of 2 hotels
• Excellent record of accomplishment in resolving customer issues
• Explored new technologies and approaches to streamline processes.
• Supported with creating project marketing materials to promote services.

Six months internship in 4 hotel departments. Key rotations:

Front Desk Department

• Executed Pre-Check in, Check in and Check out procedures, Billings, Concierge Services
• Performed Integration tasks of Front Desk department with Lodging
  Department

Food and Beverages Department

• Reviewed Service Procedures for Breakfast, Dinner, Gourmet Restaurants, Snack Bars
• Elaborated Costs Sheets of 10 different menus for Gourmet Restaurant and Events and Incentives

Master Thesis: Procedure for Customer Relationship Management in Destination Marketing Organizations in Santiago de Cuba

Specialization: Tourism and Hospitality

Cum Laude GPA: 4.90/5.00

Bachelor thesis: Management of Information and Communication
Technologies for the Promotion of Touristic Destinations

GPA: 99,93/100