Summary
Overview
Work History
Education
Skills
Timeline
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GABRIELLA RODRIGUEZ LEYTON

Berlin

Summary

Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing and solving problems. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors. Recognizes the importance of understanding customer desires and goes above and beyond to provide tailored solutions, fostering long-term loyalty.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
5
5
Languages

Work History

Customer Service Associate

Gorillas Technologies GmbH
02.2021 - 12.2023
  • Achieved an overall customer satisfaction rating of 95%
  • Responded to an average of 50+ customer queries per day via email and phone
  • Reduced average response time by 20% through process improvements
  • Handled escalated issues, ensuring timely resolution and customer satisfaction
  • Experience with customer relationship management (CRM) software, Zendesk
  • De-escalated high-pressure customer complaints, improving customer retention by 10%

Account Manager and Sales Representative

FrontDesk Master
12.2018 - 01.2020
  • Customer coaching and sales representative for SaaS, Property Management System and Channel Manager, specialized for hostels and small hotels
  • Closed a maximum of 12 high-value deals in a single month, successfully surpassing a minimum of 4 deals per month
  • Proficiently used Hubspot, Slack, and Miro to keep work organised and client relations tasks up to date
  • Facilitated the onboarding process for new clients, ensuring a smooth transition to using the PMS platform
  • Conducted product demonstrations and presentations to showcase the SaaS platform's features and benefits
  • Conducted training sessions and provided ongoing support to help clients maximize the platform's benefits
  • Identify and diagnosed software issues, as well for coordinating with technical support and development teams to address and resolve more complex technical issues
  • Tailored presentations to address specific client needs and pain points, highlighting relevant solutions for each client specific needs

Hostel Manager

Casa Volante Hostal
02.2015 - 01.2018
  • Group and individual reservations' manager
  • Revenue manager
  • Supply and inventory manager
  • Developed and implemented strategies to increase occupancy rates and revenue
  • Handled customer inquiries and complaints, resolving issues in a timely and professional manner (Front desk, TripAdvisor, email and telephone)
  • Successfully implemented PMS FrontDesk Master

Education

Bachelor - Multilingual Touristic Management

Universidad De Playa Ancha
Chile
01.2010 - 01.2015

Skills

Customer service oriented

Detail oriented

Problem-solving

Adaptability

Highly organised

MS Office proficiency

Problem Resolution

Complaint Handling

CRM Software

Refunds processing

Team Collaboration

Timeline

Customer Service Associate

Gorillas Technologies GmbH
02.2021 - 12.2023

Account Manager and Sales Representative

FrontDesk Master
12.2018 - 01.2020

Hostel Manager

Casa Volante Hostal
02.2015 - 01.2018

Bachelor - Multilingual Touristic Management

Universidad De Playa Ancha
01.2010 - 01.2015

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GABRIELLA RODRIGUEZ LEYTON