NATALIA ARRIETA

Serve as the first point of contact for customers via phone, email, and live chat

Provide accurate, clear, and professional information regarding insurance products, services, and policies,

Help clients with policy changes, updates, renewals, and cancellations

Ensure all customer information is up-to-date on the company's system.

Address and resolve customer issues and complaints in a timely and efficient manner.

Oversee daily operations including check-ins/check-outs, reservations, and room assignments.

Manage hostel cleanliness, ensuring that all areas (rooms, common areas, bathrooms) are well-maintained and tidy.

Coordinate maintenance and repairs to ensure the property is in good working condition.

Hire, train, and manage hostel staff, including front desk agents, housekeeping, and maintenance workers.

Create work schedules and ensure proper staffing levels for all shifts.

Conduct regular performance reviews and provide feedback to staff.

Manage hostel budgets and monitor expenditures to ensure cost control.

Handle payments, invoices, and billing for guests.

• Monitored employee performance and conducted regular evaluations to help improve customer service, boosting overall satisfaction ratings 90%.

Develop project plans and oversee the execution of client work by the team.

Drive and deliver flawless client service by maintaining exceptional relationships with key decision makers.

Direct and manage the assigned accounts including setting client expectations, project plans, SOW, and forecasting, and overseeing quality and accuracy of deliverables.

Comply with metrics and KPIs.

Lead and oversee the projects' performance.

Prepare for and attend all client and internal meetings, present projects' status, and regular communication with the client

Handle inbound calls, emails, and chat inquiries related to credit card accounts.

Provide information regarding card features, benefits, interest rates, and account status.

Assist customers with making payments, updating personal information, and managing their accounts.

Help customers with transactions, such as balance inquiries, payments, and credit limit adjustments.

Assist with applying for new credit cards or credit limit increases.

Educate customers on their billing statements, charges, fees, and rewards programs.

Process account changes and updates, including address changes, dispute resolutions, and fraud alerts.