KELLIE VERA ANDIA

• Delivered personalized support to VIP & Super VIP clients, ensuring an exceptional customer experience
• Managed high-priority inquiries with a proactive, solution-driven approach
• Built and maintained strong relationships to drive loyalty and retention
• Utilized tools such as Gorgias, Shopify, ShipStation, Loop, and AfterShip for efficient case management and order tracking
• Coordinated with internal teams to ensure seamless and timely resolutions

Key Responsibilities Tools & Platforms

Customer-focused role delivering efficient, brand-aligned support while managing orders, shipping, and post-purchase experience across digital channels.

• Delivered high-quality customer support via email and online channels with a professional, empathetic tone.
• Managed orders, refunds, exchanges, and replacements through Shopify.
• Resolved shipping issues including delays, lost packages, and address errors using carrier tracking tools.
• Provided product, sizing, and order guidance to improve customer satisfaction and retention.
• Coordinated with fulfillment and logistics teams to ensure accurate and timely deliveries.
• Maintained accurate customer and order records within internal systems.
• Applied the Comfort & Fit Guarantee for boxers in accordance with brand guidelines.
• Strengthened customer relationships through personalized, solution-oriented interactions.
• Identified recurring issues and contributed to process improvements.

Shopify

Shipping & Carrier Portals

Email Support Systems

CRM

Google Workspace

• Developed strong guest relations skills by assisting with check-in and check-out processes, addressing guest inquiries, and providing exceptional customer service.
• Assisted in resolving guest issues and complaints promptly, maintaining a positive and professional demeanor.
• Demonstrated ability to handle multiple tasks simultaneously, such as managing phone calls, processing payments, and assisting guests.
• Ensured accuracy in guest information, reservations, and billing, contributing to a seamless guest experience.
• Maintained a high level of professionalism and courtesy in all guest interactions, upholding the brand standards of Ritz Carlton and J.W. Marriott.

• Provide exceptional customer service by assisting passengers with check-in procedures, ticketing, and boarding processes.
• Address passenger inquiries and resolve issues related to flight schedules, delays, and cancellations with a professional and courteous demeanor.
• Efficiently handle the check-in process, ensuring passengers have the correct documentation and meet all travel requirements.
• Manage boarding procedures, verifying passenger identities, and ensuring the timely and orderly boarding of flights.
• Effectively manage and resolve passenger complaints, maintaining a calm and professional attitude in high-pressure situations.
• Adapt to dynamic airport environments, addressing unforeseen challenges with quick and effective solutions.

• Demonstrated ability to provide exceptional customer service by greeting guests warmly, addressing their needs promptly, and ensuring a pleasant stay.
• Proficient in multiple languages, facilitating effective communication with international guests and enhancing their experience.
• Skilled in managing front desk operations, including check-in and check-out procedures, handling reservations, and providing information about the hotel services and local attractions.
• Adept at identifying and resolving guest issues promptly and effectively, ensuring high levels of guest satisfaction.
• Experience working collaboratively with hotel staff to ensure seamless operations and enhance the overall guest experience
• Strong time management skills, capable of handling multiple tasks efficiently in a fast-paced environment.
• Meticulous attention to detail, ensuring accuracy in guest information, billing, and reservations
• Proficient in using hotel management software and other technological tools to streamline front desk operations.
• Ability to promote hotel services and amenities, and upsell room upgrades and packages to enhance the guest experience and increase revenue.

• Assistance in managing external services, such as transportation requests, reservations, and others.
• Informing guests about the hotel's features and available services.
• Providing exceptional customer service during their stay at the hotel.
• Channeling customer complaints and finding immediate solutions.
• Compliance with the hotel's policies, operating procedures, and quality standards.
• Monitoring the status and availability of hotel rooms to receive guests.