Josue Fabian Gonzalez Diaz Customer Service

Support Ops Specialist

Onyx CenterSource

Jul 2025 - Jun 2026 (1 year)

• Provide Customer Service to our clients by helping them in multiple situations related to their commission process. • Follow up and monitoring of all the different situations called cases through Salesforce optimizing productivity and fast solutions. • Follow up with different branches and departments through Jira. • Compliance related to different KPIs in areas as service, time, etc. • Promote to our different clients extra services from the company

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Customer Service / Reservation Agent

Royal Elite Vacation Club

Mar 2024 - Jul 2025 (1 year 5 months)

• Provide Customer Service to our members by helping them in their reservation process, information related to their timeshare contract, terms and conditions, promotions, guidelines and assessment of the different medias they have access to (website, blog, etc..) • Create booking in our system, check availability and confirm bookings within the established deadlines • Following up of hesitations related to their booking, changes after the reservation was made • Following up of upcoming reservations by confirming arrivals and checking details related to their stay before their arrival • Payment management in our platforms • Sales related to transportation prior to the arrival as a extra service • Changes related to the transportations due to

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Ambassador / Butler

The Fives Beach Hotel and Residences

Jul 2023 - Feb 2024 (8 months)

• Fulfill guests' expectations during the vacations providing excellent customer service. • Follow up on situations they had during their stay such as complaints or special requirements • Dinner reservations and sales of the different extra that the hotel offered • Problem solutions based on hotel policies and higher authorities • Prearrival request for our members based on their preferences and the information given by our prearrival • Filing reports and formats related to the subject

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Customer Service Coordinator

THE FIVES HOTELS

Dec 2022 - Jun 2023 (7 months)

• Customer service related to guests and travel agents for post traveling situations • Follow up and review with managing areas to review how to proceed with compensations • Research and investigations about the different situations with multiple departments • Follow ups on chargebacks, certificates and refunds

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Customer Service Executive

Grupo Karisma

Jul 2022 - Dec 2022 (6 months)

• Customer service related to guests and travel agents for post traveling situations • Follow up and review with managing areas to review how to proceed with compensations • Research and investigations about the different situations with multiple departments and properties of the group • Follow ups on chargebacks and certificates

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Concierge

SANDOS CARACOL

Mar 2022 - Jul 2022 (5 months)

• Guest assistance in house • Problem resolution during our guests' stay • Follow up on cases related to our guests • Mediation between our customers needs and hotel policies • Dinner Reservations

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Concierge

Dreams Puerto Aventuras

Jan 2022 - Mar 2022 (3 months)

• Guest assistance in house • Problem resolution during our guests' stay • Follow up on cases related to our guests • Mediation between our customers needs and hotel policies • Amenities Reservations • Covid procedures in house and situation control related to cases

Josue Fabian Gonzalez Diaz

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