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Skills

  • Employee relations
  • Multi-line phone talent
  • Cash flow management
  • Risk management processes and analysis
  • Strong verbal communication
  • i-channel contact center software
  • Customer service excellence
  • Cash handling and management
  • Planning and Organization
  • User interface understanding

Work Experiences

  • Solved
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as system and metric, in order to expedite resolution.
  • In charge of day-to-day operations and equipment maintenance in the program department.
  • Followed up with customers by phone or email after each merchandise sale to answer any last-minute questions.
  • Used Workday to accurately enter data into a batch ticketing system.
  • Successfully led key projects that yielded a program.
  • Won
  • Kept the indoor and outdoor dining areas clean by removing trash, wiping down tables, and restocking napkin dispensers.
  • Was in charge of collecting deposits, fees, and payments, as well as processing all financial data and providing customers with receipts and change.
  • Sought advice.

Summaries

  • Ambitious
  • Fluent in both English and Spanish.
  • Professional with over 5 years of experience in project management and process improvement initiatives across the enterprise.
  • Dependable and courteous self-starter and team player seeking to apply previous experience to a initiative position with a forward-thinking organization.
  • Excellent communicator and team player looking for a position as a QA analyst with a forward-thinking company.
  • 18 years of experience in progressive roles of accountability and leadership as a talented Customer Service professional.
  • Ability to coordinate reservations, update accounts, and promote customer satisfaction.
  • Fluent in Portuguese. Personable and professional communicator.
  • Individual with a charming and poised demeanor who performs various tasks, including performance reporting and workflow optimization.
  • Service-driven

Accomplishments

  • Effectively managed high-volume guest check-ins for conferences and events, processing over 9 guests per shift.
  • Orchestrated last-minute logistical changes for guests during major events, preventing cancellations and maintaining occupancy rates at 53%.
  • Resolved product issue through consumer testing.
  • Implemented a system to track lost and found items, decreasing the time to reunite guests with misplaced belongings by 70%.
  • Managed group booking inquiries, coordinating room allocations for conferences and large events with 55% accuracy.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • System 10 WPM data entry rate, with 16% accuracy.
  • Customer Service: Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest.
  • Documented and resolved standard which led to initiative.
  • Awarded Scrum Master in customer service excellence from Meridian for proactive guest problem-solving approaches.

Affiliations

  • Tourism and Hospitality Industry Certificate (2017), Certified by Brightline, focusing on customer-centric engagement.
  • Active member of the Hotel Concierge Society of the Southeast, attending quarterly meetings to exchange customer service strategies.
  • Received Top Performer for Best Front Desk Services from Summit Group in 2016.
  • Attendee at the Annual Hospitality Conference in Chicago (2020), networking with peers and gaining insights into service optimization.
  • Completed Technology for Front Desks course at Brightline to advance in Tableau skills.
  • Affiliated with Guest Experiences Leaders Network (2023–Present) – Collaborated in workshops on stress management techniques.
  • Member of the Event Services Professionals Network (2021–Present), focusing on effective event registration techniques.
  • Registered member of the Institute of Hospitality, attending regular workshops on guest satisfaction improvement (2024).
  • Certified Hospitality Supervisor (CHS) achieved in 2020, enhancing leadership in guest-facing roles.
  • Affiliated with the HR Associates Association, enhancing understanding of team dynamics and staffing challenges in hospitality.

Certifications

  • Data Privacy and Confidentiality Training - Summit Group, 2018
  • Customer Service Excellence Certification Summit Group
  • Adobe Certified Expert (ACE) Workday
  • Conflict Resolution and Mediation Certification - Northwind - 2022
  • Hospitality and Tourism Manager Certification - standard
  • Microsoft Certified Application Specialist (MCAS)
  • Sales Manager Certificate
  • Basic Life Support (BLS) Certification – American Heart Association (AHA)
  • Hospitality Reception Certificate - Beacon Labs, 2018
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute (AHLEI)

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