Marvin Eduardo Sandoval Hernandez

In my current role as a Sales Representative at Teleperformance, I am part of the team managing the HYATT Hotels Corporation account. Unlike traditional customer service, I handle inbound calls where customers reach out to make hotel reservations. My primary responsibility is to drive room bookings by efficiently guiding the customer through the reservation process and ensuring the successful closure of each sale.

I am proficient in using the reservation tools to manage bookings, update customer profiles, and confirm availability while providing a seamless experience. Additionally, I assist customers with account-related inquiries, including troubleshooting and resolving issues related to their reservations or loyalty accounts, leveraging CRM systems to ensure accurate information and smooth service delivery.

In my previous role as a Customer Service Agent at TELUS Digital, I was part of the team managing the Walmart account, which was conducted entirely in English. I handled between 50 and 80 customer interactions daily, providing efficient solutions to a wide range of issues across both Tier 1 and Tier 2 support levels. My focus was on delivering exceptional customer experiences through advanced communication techniques, empathy, active listening, and effective conflict resolution.

I prioritized operational efficiency and customer satisfaction, consistently contributing to meeting KPIs such as CSAT, AHT, and RCR in a high-pressure, service-driven environment. Although my role was primarily voice-based, I also managed chat interactions, conducted transfers to specialized departments, and executed back-office tasks, ensuring smooth workflow and adherence to service standards.

• Coordinated daily operational and strategic activities to maximize efficiency and profitability.
• Developed and implemented business plans focused on achieving growth and increasing revenue.
• Managed the company’s vehicle fleet, ensuring timely maintenance and optimal performance.
• Led and motivated a cross-functional team, promoting a safe, collaborative, and high-performing work environment.
• Ensured full compliance with safety regulations, legal requirements, and internal policies.
• Monitored daily operations, maintained accurate records, and supported decision-making through data analysis