Fabiana Yamashita
Anaheim
Summary
Dynamic and results-driven professional with extensive experience at Disney's Grand Californian Hotel & Spa. Proven expertise in crisis management and booking systems, delivering exceptional customer service while training staff. Successfully enhanced customer satisfaction ratings through effective communication and negotiation, fostering lasting relationships with guests.
Overview
20
20
years of professional experience
Work History
DVC Vacation Advisor VA2
Disney Vacation Doctor: Disney Vacation Planner
10.2023 - Current
- Processed payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for DVC members.
- Provided exemplary customer service to new and existing members, which helped build lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Generated travel-related reports for clients to facilitate decision-making.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Front Desk Guest Service Agent
Disney's Grand Californian Hotel & Spa
11.2004 - 10.2023
- Answered multi-line phone system and enthusiastically greeted callers.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Trained new staff members in customer service techniques and hotel operations.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Monitored staff performance and provided feedback and guidance.
Education
Associate of Arts - Communications
Mt. San Antonio College
Walnut, CASkills
- Crisis management
- Language proficiency
- Company guidelines and procedures
- Administrative tasks
- High volume environments
- Mentoring and training
- Credit card payments
- Booking systems
Languages
Spanish
Limited Working
Portuguese
Native or Bilingual
Japanese
Limited Working
Timeline
DVC Vacation Advisor VA2
Disney Vacation Doctor: Disney Vacation Planner
10.2023 - Current
Front Desk Guest Service Agent
Disney's Grand Californian Hotel & Spa
11.2004 - 10.2023
Associate of Arts - Communications
Mt. San Antonio College
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