Andrea Hernandez
Soyapango,San Salvador
Summary
Bilingual Professional experienced in hospitality sales, customer service, and virtual assistance. Enhanced team performance and client satisfaction through effective supervision and targeted training. Committed to delivering valuable support, fostering growth, and maintaining high service standards in remote environments.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Customer Service & Sales Supervisor
Choice Hotels
San Salvador
01.2020 - Current
- Led a team of 12-20 sales agents, overseeing daily operations in hotel reservations and customer service.
- Promoted from Sales Agent to Supervisor, managing bilingual reservations and client inquiries while leading a team of 12–20 agents.
- Oversaw daily operations, prepared reports, monitored KPIs, and coordinated schedules to ensure compliance with company standards.
- Monitored performance metrics such as booking conversions, upselling rates, and customer satisfaction scores to identify areas for improvement.
- Implemented training programs to improve sales techniques, reservation accuracy, and bilingual communication.
- Conducted proactive client follow-ups and delivered training programs focused on empathy, professionalism, and accurate documentation, improving service quality and team performance.
- Handled complex customer cases, ensuring timely resolution and client retention.
- Collaborated with management to align team goals with company objectives.
- Reported KPIs to senior leadership and recommended process improvements based on data analysis to inform strategic decisions.
- Choice Hotels / Teleperformance
Customer Service Agent
Outdoorsy
San Salvador
08.2018 - 11.2019
- Delivered bilingual customer support via calls and chat, facilitating RV rental reservations for diverse clients.
- Supported clients with bookings, cancellations, and troubleshooting platform issues, enhancing overall user experience.
- Maintained high satisfaction scores by resolving escalations quickly and professionally.
- Documented all customer interactions in CRM systems, ensuring accurate reporting and enabling effective follow-up.
Assistant
Analisa
San Salvador
11.2016 - 06.2018
- Supported daily office operations as Administrative Assistant through documentation, scheduling, and bilingual communication with clients and suppliers.
- Administrative support, client communication, and logistics management, while demonstrating adaptability and growth in responsibility.
- Prepared reports, organised records, and assisted with logistics coordination to streamline workflow.
- Supported administrative tasks as an Import Coordinator in a fast-paced environment.
- Following my promotion to Import Coordinator, managed supplier communication, prepared import documentation, and oversaw compliance with customs procedures.
- Coordinated shipments, monitored timelines, and ensured accurate follow-up, enhancing operational efficiency.
- This progression allowed me to strengthen my skills in administration, client support, and logistics management while contributing to smoother business operations.
Education
International Marketing - 4 years coursework in International Marketing
Universidad de El Salvador (UES)
El SalvadorSkills
- Bilingual customer service
- Reservation management
- Sales & Upselling Strategies
- Sales analysis
- CRM data management
- Data analysis
- Remote Team Collaboration
- Problem resolution
- Cultural communication
- Travel planning
Languages
English
Spanish
Custom
- Upscale Hotel Sales Strategies - Sales Process Optimization, Sales supervisor, Developed and implemented sales techniques to highlight premium hotel features, increasing booking conversions and improved client satisfaction. Streamlined reservation workflows to reduce errors and improve efficiency., 2024-12-01, Present
- Remote Scheduling Support, Virtual Assistant - Supervisor, Organized calendars and coordinated meetings across multiple time zones, ensuring smooth communication and timely follow-ups for remote teams., 2024-12-01, Present
- Customer Service & Virtual Operations Specialist, Receptionist/ Assistant, Identifying inefficiencies and implementing solutions to improve productivity. Maintaining strong relationships through proactive communication and timely updates., 2016-11-01, 2018-06-01
Timeline
Customer Service & Sales Supervisor
Choice Hotels
01.2020 - Current
Customer Service Agent
Outdoorsy
08.2018 - 11.2019
Assistant
Analisa
11.2016 - 06.2018
International Marketing - 4 years coursework in International Marketing
Universidad de El Salvador (UES)