Santiago C.
Junior Bilingual Customer Support Specialist
Open to offersNew to PlatformAbout
Santiago C. is a bilingual customer support professional with over four years of experience in high-volume, international service environments, notably with Norwegian Cruise Line. Santiago excels in handling guest inquiries and resolving real-time issues for passengers from over 15 nationalities, skills that have enhanced CSAT scores and first-contact resolution rates in remote support contexts. Recognized as a "Vacation Hero" with over 20 guest comment cards and awarded Employee of the Month in December 2024, Santiago manages high interaction volumes with proficiency in CRM & PMS systems, conflict & complaint handling, and multicultural customer service. His technical skillset includes tools like Fidelio PMS, Google Workspace, and Microsoft Office 365. Santiago is adept at communicating asynchronously and across time zones, making him well-suited for remote Customer Support, Customer Success, or Guest Services roles.
Experience
Youth Counselor
Norwegian Cruise Line · 2024 — 2026Served over 50 international passengers daily by addressing inquiries, managing complaints, and coordinating activities. Employed structured service recovery protocols to resolve issues and maintain high guest satisfaction. Engaged with guests from diverse backgrounds, adapting communication style to meet cultural expectations. Oversaw scheduling and logistics for group events while ensuring adherence to safety standards.Recreation Staff
Norwegian Cruise Line · 2022 — 2024Facilitated guest reservations and check-in processes using Fidelio PMS, ensuring smooth scheduling and customer support. Provided front-line assistance to international passengers regarding service information and activity requests. Clearly communicated safety procedures and service updates while managing high interaction volumes and simultaneous requests in a dynamic environment.Basketball Coach
Club Social La Armonía · 2017 — 2022Coached groups of children aged 4 to 12, focusing on structured communication and group management. Handled schedules, parent interactions, and logistical coordination for multiple age groups concurrently.
Skills & Expertise
Education
- Bachelor's Degree in TourismUniversidad Blas Pascal
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