Customer Support Specialist | GoHighLevel Automation | CRM | Hospitality & Trave

Worked directly for Royal Caribbean International as an inbound Customer Support and Sales Specialist, supporting guests via live chat and phone. Built rapport with guests, provided personalized cruise recommendations, and guided them through the booking process while delivering exceptional service. Consistently maintained 90%+ customer satisfaction, 98% CRM data accuracy, and generated $10K–$30K monthly in upsell revenue from cruise packages, excursions, air travel, and upgrades.

Built and managed end-to-end CRM automation workflows in GoHighLevel for an online coaching business. Projects included a conditional payment processing flow with success/failure routing and pipeline updates, a 4-step lead nurturing email drip sequence, a Facebook community onboarding automation triggered by form submission, and a multi-trigger masterclass reminder sequence capturing leads from multiple entry points. Each workflow was designed to eliminate manual follow-up, ensure consistent lead handling, and keep the client's pipeline moving automatically.

Provided high-volume guest support for Marriott Vacations Worldwide, managing 60–70+ daily inquiries across phone, email, and chat. Specialized in reservations, booking changes, cancellations, and service recovery. Achieved 85–90% First Contact Resolution rate, 92–95% CSAT, and a 4–6 minute Average Handle Time — consistently meeting and exceeding SLA targets while coordinating with internal teams to resolve guest concerns efficiently.

Supported a US client's permanent makeup business by generating leads and converting interest into bookings through Instagram direct messaging, appointment setting, and promotion of services and training courses. Managed inbound inquiries, qualified prospects, and scheduled consultations; crafted engaging, on-brand messages and promotions; maintained a structured CRM for follow-ups.

Supported a US-based permanent makeup business by managing Instagram DM outreach, lead qualification, and appointment scheduling. Converted inbound inquiries into confirmed bookings for services and training courses, maintained a structured CRM for follow-up management, and crafted on-brand messaging that drove consistent client engagement.