Irene Carrasco Lien
Montreal,QC
Summary
With over 13 years of experience in tourism and hospitality, specializing in customer service and cash management, I have developed strong problem-solving and leadership skills. My role as Head Cashier at the largest ski resort in Chile, along with experience in challenging environments like Antarctica and Patagonia, has refined my ability to manage complex tasks and lead teams effectively. Recently, I moved to a Francophone region of Canada to study French, further broadening my skill set. I am committed to contributing my expertise and continuously embracing new professional opportunities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Cleaner
Blocshop
Montreal, QC
11.2024 - Current
- Cleaned building floors by sweeping, mopping or vacuuming.
- Addressed minor maintenance issues, reporting more serious conditions to supervisors for attention from maintenance technicians.
Ticket Sale Head Office
Valle Nevado ski resort
Santiago, Chile
05.2013 - 09.2024
- For winter season
- Promoted high customer satisfaction by resolving problems with more than 3.000 clients per day effective and friendly service.
- Recognized by management for providing exceptional customer service.
Skipper- Logistic
Chilean Antartic Institute
King George Island, Antarctica
10.2021 - 04.2022
- Inspected boat and recommended improvements to maintain safe operations, protect passengers and secure equipment.
- Participated in logistics planning and forecasting activities to meet future demand effectively.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Head of Guest Services
Las Torres Patagonia
Torres del Paine, Chile
08.2019 - 04.2020
- Reviewed operational processes on a regular basis in order to identify potential improvements or efficiencies.
- Built and maintained productive relationships with employees.
- Oversaw recruiting, interviews and new employee hiring.
- Managed booking systems and tour reservations to ensure efficient tour allocation and guest satisfaction.
- Engaged guests in meaningful conversations about their interests or experiences.
- Educated and shared natural, geological and cultural history through story-telling.
Kiwi fruit picker-Packhouse
Seeka Kiwifruit
Tauranga, New Zealand
12.2018 - 04.2019
- Assisted with loading and unloading machinery and equipment.
- Performed light maintenance on harvesting equipment.
- Checked fruit for signs of disease or insects, reporting details to supervisor.
- Monitor field conditions to determine crop readiness and sustainability.
Head of Front Desk/Store
Vértice Patagonia
Torres del Paine, Chile
09.2017 - 07.2018
- Monitored visitor access control systems including issuing identification badges when necessary.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Processed payments accurately and efficiently.
Front desk and Excursión Guide
Terrantai lodge
San Pedro de Atacama, Chile
09.2015 - 05.2016
- Managed booking systems and tour reservations to ensure efficient tour allocation and guest satisfaction.
- Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
- Coordinated with front desk staff to maintain maximum occupancy.
- Assisted guests daily, providing exceptional service and effective problem-solving.
Reservation Agent
Snorkeling Rapa Nui
Easter Island, Chile
09.2014 - 05.2015
- Planned complex dives involving multiple participants while taking into account their individual skill levels.
- Evaluated weather conditions prior to each dive to determine if it was safe enough to proceed.
- Cleaned and maintained rental gear after each use according to established guidelines.
- Adhered to all safety protocols and stayed abreast of emergency procedures to provide skilled response in crisis situations.
Reservation Agent
Manquecura Hots Spring
Panguipulli, Chile
12.2010 - 03.2014
- For summer season
- Worked closely with other departments such as housekeeping and maintenance to meet customer needs in a timely manner.
- Relayed information on availability, pricing and discounts to customers.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Coordinated with front desk staff to maintain maximum occupancy.
- Provided customers with information on hotel services, amenities, and packages.
Education
Bachelor's degree - Tourism And Aeronautical Management
INACAP
Chile10.2013
Skills
- Customer service
- Ability to work under pressure
- Team management
- Conflict resolution
- Logistics planning
- Employee training
- First Aid techniques
- CPR certification
- Amenable for outdoor or indoor work
- Adaptability and Continuous Learning
Certification
- National outdoor leadership school, NOLS
- CPR
- Epinephrine
- Wilderness First Aid
- Enrollment by the Chilean navy
- Restricted radiotelephone operators permit
- Minor Ship Skipper License
- Escuela de Kayak, Chile
- ACA L2
Accomplishments
I was honored with the Employee of the Month award for six consecutive seasons at the ski resort, leading to my promotion to Area Manager.
Following my initial season in Patagonia as a front desk receptionist, I was subsequently promoted to Head of the Area for the following season. After being appointed Head of the Area, I was called upon the next season to serve as Guest Services Manager.
Languages
English
Full Professional
Spanish
Native/ Bilingual
Portuguese
Full Professional
French
Limited
Timeline
Cleaner
Blocshop
11.2024 - Current
Skipper- Logistic
Chilean Antartic Institute
10.2021 - 04.2022
Head of Guest Services
Las Torres Patagonia
08.2019 - 04.2020
Kiwi fruit picker-Packhouse
Seeka Kiwifruit
12.2018 - 04.2019
Head of Front Desk/Store
Vértice Patagonia
09.2017 - 07.2018
Front desk and Excursión Guide
Terrantai lodge
09.2015 - 05.2016
Reservation Agent
Snorkeling Rapa Nui
09.2014 - 05.2015
Ticket Sale Head Office
Valle Nevado ski resort
05.2013 - 09.2024
Reservation Agent
Manquecura Hots Spring
12.2010 - 03.2014
Bachelor's degree - Tourism And Aeronautical Management
INACAP