Marley Pericles
Miami
Summary
Bilingual Customer Service & Technical Support Specialist with experience in airline reservations, hotel bookings, and tax software support. Skilled in handling high call volumes, troubleshooting software, and guiding customers through complex processes with professionalism and empathy. Proficient with Sabre and other reservation systems, as well as remote support tools. Known for adaptability, problem-solving, and delivering exceptional customer experiences. Fluent in English and French.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hotel Reservation Specialist
Sabre Hospitality Solutions
01.2025 - Current
- Provide hotel reservation assistance including bookings, modifications, and cancellations through the Sabre system.
- Troubleshoot booking errors and coordinate with hotel partners to ensure smooth transactions.
- Deliver bilingual customer support (English/French) to diverse client bases.
- Maintain accuracy in data entry and system navigation while meeting performance metrics.
- Managed hotel reservations and sales processes, ensuring optimal customer satisfaction.
Customer Service & Technical Support
TurboTax
01.2025 - 04.2025
- Assisted customers with tax preparation software, including troubleshooting installation, login, and filing issues.
- Guided customers through step-by-step solutions for rejected returns, account setup, and navigation of IRS requirements.
- Handled sensitive financial information with strict confidentiality and accuracy.
- Maintained high customer satisfaction ratings in a fast-paced seasonal environment.
Flight Reservation Agent
American Airlines
02.2022 - 05.2024
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Customer Service & Technical Support
TurboTax
01.2024 - 04.2024
- Provided phone and email support to over 50 customers daily, resolving issues with billing, product setup, and troubleshooting.
- Used CRM software (Salesforce) to track customer interactions and follow up on open tickets.
- Worked closely with the technical support team to escalate and resolve complex issues.
Sales Agent
Samosa Kitchen
03.2021 - 12.2023
- Developed relationships with customers by providing excellent customer service.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Negotiated contracts with customers to secure sales deals.
- Continuously met sales goals via strategic prospecting
Barback
Cafe Iguanna Pines
09.2019 - 03.2020
- Assisted bartenders with drink preparation tasks, resulting in faster service for patrons.
- Maintained cleanliness of all bar areas according to health department standards through diligent sanitation practices.
- Restocked ice, condiments, and snacks.
- Assisted with inventory management, ensuring proper stock levels of liquor, beer, wine, garnishes, and other bar supplies.
Education
Associate of Arts - Psychology
Broward College
Fort Lauderdale 04-2022
High School Diploma -
Dr Michael Krop Senior High School
06-2018
Skills
- Hotel Reservations (Sabre)
- Airline Reservations (American Airlines)
- Tax Support & Troubleshooting (TurboTax)
- Call Center & Remote Technical Support
- Technical Troubleshooting & Software Installation
- CRM & Reservation Platforms
- Bilingual Communication: English & French & Creole
- Conflict Resolution & Customer Relations
- Data Entry & Accuracy
- Active Listening & Critical Thinking
- Reservation software
- Upselling strategies
- Patience and composure
- Guest relations
Certification
- Security Officer Licensed
- Bartender Licensed
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Timeline
Hotel Reservation Specialist
Sabre Hospitality Solutions
01.2025 - Current
Customer Service & Technical Support
TurboTax
01.2025 - 04.2025
Customer Service & Technical Support
TurboTax
01.2024 - 04.2024
Flight Reservation Agent
American Airlines
02.2022 - 05.2024
Sales Agent
Samosa Kitchen
03.2021 - 12.2023
Barback
Cafe Iguanna Pines
09.2019 - 03.2020
Associate of Arts - Psychology
Broward College
High School Diploma -
Dr Michael Krop Senior High School
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