Cynthia Martinez Email & Phone Number

Houston, Texas, United States

•Specializes in urgent customer matter resolutions and travel emergencies•Manages a high volume of services inquires and resolves customers issues promptly•Effectively resolves issues and initiates creative solutions while minimizing costs to company•Maintains up to date knowledge on tools and products across all divisions

Houston, Texas, United States

•Process and submit $5M annually in weekly amenity orders •Responsible for reviewing and approving amenity requests for over 300 agents to ensure that amenities are not given in excess and follow rebating guidelines enforced by the various vendors.•Research and resolve inquiries regarding a client’s claim of missing amenities often due to a promotional, vendor, or agency error and take proper measures to prevent such issues in the future.•Submit reversals for canceled amenities to accounting to ensure the agent’s commission is returned for the cost.

Houston, Texas, United States

•Trained and advised sales representatives/agents regarding customer service policies. •Regained the trust of customers by personally servicing their reservation when their agent resigns.•Supervised special projects including reviewing recorded sales calls to ensure proper sells techniques were being implemented and to aid in one to one sales training, conducted monthly training for agents struggling with low customer service scores, conducted research on visa requirements for ocean and river cruise itineraries to prevent denied boarding, consistently organized the agency’s immediate outreach effort to personally notify clients of important cruise itinerary changes due to inclement weather, political unrest, health and safety advisories and mechanical failure.

Houston, Texas, United States

•Daily interaction in a fast pace environment •Accounts Payables and Receivable •Consistently exceeds monthly quota •Qualified and closed 100k in sales every month•Experience with closing sales in a 1-2 call model•Experience in building and maintaining strong mutually beneficial client relationships in order to retain business•Maintained communication before, during, and after the sale to promote repeat business and referral business•Communicated accurate information regarding proper travel documentation, cancellation policies, and current affairs

Houston, Texas, United States

•Prepared and shipped individual publication orders•Managed inventory of back issues for each of the 4 publications, 6 books, and 19 special reports•Resolved customer service inquiries ranging from delayed publication issues, unprocessed gift subscriptions, and cancellations