Alberto Betancourt has over 14 years of experience in customer service roles, including 8 years of hotel operations experience overseeing front desk operations such as reservations, housekeeping, and valet services. He is currently a customer service representative and team lead for a cable company, where he helps agents meet goals, coaches performance, and helps customers with billing questions. He is bilingual in English and Spanish.

1. ALBERTO BETANCOURT
Albert.betan@gmail.com
5928 NW 88th AVE. CELL 954-865-5246
TAMARAC - FL 33321
SUMMARY OF QUALIFICATIONS
Customer service with over 14 years of experience interacting with customers. Highly
qualified in service based on customer satisfaction in a fast paced environment, strong
team player and leader. Committed to quality performance with an ability to learn new
procedures quickly.
Extremely talented Hotel Operations with more than eight years of experience in
providing quality guest service within the guidelines specified by the hotel management;
overseeing all Front Office operations, (Front Desk, PBX, Concierge, Housekeeping, and
Valet Services); setting and maintaining high level of guest service; providing support for
the line staff; providing training, coaching, counseling, and disciplining of all the front
office shift employees.
Languages: Bilingual English-Spanish.
PROFESSIONAL EXPERIENCE
2012-present
Alorica Calling Center (RCN cable phone and internet provider)
Customer service representative and team lead / quality supervisor
• Help agents to meet their goal with quality performance
• Coaching agents to improve their performance as a team
• Monitoring quality metrics and sales opportunities
• Meeting department goals regarding quality retention and collections
• Help customers with billing / collection question and issues
• Use online phone verifications
• Schedule appointments when needed
• Proficient in data entry and computer programs and software
• Help customer with video, audio phone and internet technical issues /troubleshooting
• Help customer connecting equipment to TV/software and hardware/email
issues/modems and routers troubleshooting
2011 - 2012
Accurate Glass work Inc. USA
Installer
• Windows, doors, installer

2. • General replacements
2002 – 2010
PARADISUS RIO DE ORO HOTEL Solmelia - Cuba
Front Desk Hotel Receptionist
• Deliver world class customer service and build customer satisfaction and loyalty.
• Provide effective and timely resolution of a range of customer inquiries.
• Handled a high influx of inbound calls within a dynamic call center environment.
• Increase the customer experience by providing information, rate plans, and services
• Managed the daily operations of the Hotel including Conference Management, Rooms,
Housekeeping, Leadership & Training, Reservations, Retail, Engineering, Spa, as well as
other functions as assigned.
• Monitored the performance of the Hotel operational teams.
• Maintained the further the brand standards of cleanliness, hygiene
• Ensured timely change of upholstery, uniforms, polishing, tapestry, noble, etc.
• Ensured cleaning and preventive maintenance was carried out according to the schedule
• Responded to customer inquiries and requests and resolved issues efficiently and
professionally.
• Managed multiple priorities and maintained effective results in a quota driven
workplace.
EDUCATION
2002
Hospitality Operations Service Training School Cuba
1994
High School Cuba