Juan L. Soto

As CARE Manager at Hyatt GmbH, I lead a global team focused on delivering exceptional guest service and driving operational excellence. I spearhead key transformation initiatives, technology integrations, and cross-functional collaborations to enhance service quality and operational efficiency in a fast-paced environment.

• Lead daily operations for a high-performing global contact center team managing escalated guest cases across phone, email, chat and ServiceNow.
• Designed and launched the first-ever global Incentive Program for CARE Specialists, driving increased motivation and measurable improvements in operational performance.
• Currently leading the regional integration of HyView and Copilot technologies into Chat channels, coordinating cross-functional teams to ensure smooth adoption and operational alignment.
• Managed the Social Media team from the Mainz office, overseeing team coordination, launch of unique regional campaigns and monitoring performance metrics to enhance Hyatt’s online presence.
• Supported Senior Leadership and cross-functional teams during the rollout of key technology initiatives, including DX Email, launch of Chat Channels, and adaptation of Special Situation Management calls.
• Led process improvements in relocation handling across the region, establishing standardized procedures and enhancing accuracy in tracking impacted reservations.
• Spearheaded a workflow redesign for escalations and resolution tracking, reducing average response time and improving case ownership clarity.
• Developed and implemented new training materials on Escalation Handling, Sales Techniques and adapted them into our coaching feedback loops, increasing service consistency across multilingual teams.

• Delivered customer service in English and Spanish to enhance client experiences.
• Monitored customer service standards to uphold quality assurance across interactions.
• Provided support to resolve inquiries, contributing to overall customer satisfaction.

• Managed customer inquiries related to reservations and hotel services.
• Processed room bookings across multiple online reservation systems.
• Provided comprehensive information on hotel amenities and nearby attractions.
• Facilitated guest modifications and cancellations for existing reservations.

AT&T Authorized Retailer, where I took over management of five different office locations, restructuring staff and training as needed to bring the desired sales and customer satisfaction results.

• Introduced higher standards for customer service, and increased efficiency by streamlining operations.
• Oversaw staffing requirements and extensively trained new and existing employees.
• Consistently exceeded monthly sales quotas by more than 30% by implementing the use of Salesforce software, pursuing leads and expanding the prospect list.
• Reinvented how team interacts with prospective clients by developing innovative and creative sales pitch with a focus on customer needs.
• Contacted new and existing customers to discuss how their needs could be met through specific products and services.
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Direct Marketing specialized company with a focus on B2B accounts.

• Outsourced sales via Direct Marketing for fortune 500 clients such as AT&T, T-Mobile and others.
• Collaborated with colleagues to exchange selling strategies and marketing information.
• Shared product knowledge with customers while making personal recommendations.
• Leveraged profit opportunities by recruiting top talent and managing brand image to exceed performance.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

At&t Authorized Retailer

• Interacted with customers on a daily basis, providing solutions and services in a professional and efficient manner.
• Trained new hires in company policies and procedures, and integrated them with existing team members.
• Maintained a ranking of 95% on customer satisfaction during the year 2015.
• Earned 'Top Seller' for two consecutive quarters in 2015 - Developed highly empathetic client relationships and earned reputation for exceeding sales goals and quotas.

Travel agency based in Maracaibo, Venezuela which provides local and international travel and tourism related services.

• Served as the agency's bilingual Spanish/English customer service representative.
• Recorded client comments or complaints, referring customers to managers as necessary.
• Educated and advised clients on desired destinations, offering the best packages available to them.