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Gabriela M.

Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • Microsoft Word
  • Microsoft PowerPoint
  • CARES (CRM system)
  • Corel Draw
  • AWS Connect
  • Kustomer
  • Sabre
  • Galileo
  • Farelogix

EDUCATION

Bachelor's In Psychology

National Autonomous University of Honduras(2020 - Present)

LICENSES & CERTIFICATIONS

  • Microsoft Business Applications
  • The Scope and Responsibility of Property Management (Advanced Level) 
  • Basics of Property Management (Advanced Level)
  • Property Development and Management (Beginner Level) 
  • Principles and Processes of Property Management (Beginner Level)

ASSESSMENTS

CORE SKILL English Aptitude GeneralAdministration 0 100

PERSONALITY

ENTJ-A

Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

People with ENTJ as a personality type are natural leaders. They are charismatic and confident, driving teams toward common goals with strategic thinking and discipline.

PROFESSIONAL SUMMARY

A dedicated Customer Service Representative with a proven track record of delivering exceptional support across multiple communication channels, including phone, email, and chat. Skilled in resolving complex issues related to travel, hospitality, and technical services using systems such as CARES, AWS Connect, Kustomer, and GDS platforms like Sabre and Galileo. Known for strong communication, active listening, and problem-solving abilities that foster customer loyalty and satisfaction. Brings adaptability, empathy, and attention to detail to every interaction, ensuring efficient resolutions and enhancing the overall customer experience. A reliable team player who adds value by maintaining high service standards and supporting cross-functional collaboration.

PROFESSIONAL EXPERIENCE

Assistant Property Manager

Relay Human Cloud | San Pedro Sula, Honduras l Aug 2025 - Present

  • Addressed and resolved maintenance-related service requests, including room conditions, cleaning concerns, temperature complaints, and key card access.
  • Scheduled conference room reservations, ensuring availability for tenants and internal team use.
  • Coordinated Make Ready cases by reviewing vendor proposals and arranging necessary repair services.
  • Issued Welcome Letters to new tenants and supported an efficient move-in/onboarding experience.
  • Managed Tenant Portal support, assisting with account setup, payment automation, and troubleshooting access issues.
  • Distributed Customer Alert Emails to communicate maintenance notices, emergency updates, and building-wide announcements.
  • Tracked NSF payment cases, proactively contacting tenants to resolve outstanding balances.
  • Conducted proactive check-ins with tenants to confirm satisfaction and ensure quality service delivery.
  • Applied Yardi software to review billing rules, prepare monthly tenant statements, and monitor pending payments.
  • Ensured lease ledger records were accurate, supporting correct billing and reconciliation.
  • Processed late fee waiver requests in accordance with company guidelines and approval procedures.
  • Planned and coordinated floor plan maintenance projects, liaising between vendors and tenants for seamless execution.

Global Support Specialist

Allied Global | San Pedro Sula, Honduras l Mar 2022 - Jan 2025

  • Delivered exceptional customer service through phone, email, and chat, addressing inquiries, complaints, and special requests in a timely and professional manner.
  • Managed flight modifications and processed reservation exchanges using various Global Distribution System (GDS) platforms.
  • Calculated and collected fare differences from customers when applicable, ensuring transparency and accuracy.
  • Coordinated directly with major airlines such as American Airlines, United Airlines, and Delta to address schedule changes and resolve issues.
  • Maintained detailed and accurate records of customer interactions and modifications within internal systems.
  • Collaborated with the supervisor team to provide floor support during absences, ensuring seamless team operations.
  • Demonstrated adaptability and problem-solving skills in a fast-paced travel environment to maintain customer satisfaction.

Customer Service Representative

Allied Global | San Pedro Sula, Honduras l Jan 2022 - Mar 2022

  • Resolved customer inquiries and service requests related to hotel bookings, rental car reservations, and technical issues across multiple channels.
  • Delivered real-time technical troubleshooting to customers, providing clear, step-by-step solutions for system-related concerns.
  • Utilized CRM tools, including CARES, to accurately document customer interactions and track case resolutions.
  • Communicated with diverse customers to identify root causes of issues and present understandable, effective solutions.
  • Juggled multiple inquiries simultaneously, prioritizing based on urgency to deliver prompt service and maintain satisfaction.
  • Strengthened communication and active listening skills to foster trust and positive customer interactions.
  • Contributed to process improvements by reporting common technical issues and customer pain points to the appropriate teams.