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Skills

  • Money handling abilities
  • Increasing revenue through upselling
  • Professional telephone demeanor
  • Order fulfillment
  • Stocking and replenishing
  • Conflict resolution with guests
  • CRM
  • Credit card processing
  • Cross-departmental teamwork
  • Collaboration with kitchen staff

Work Experiences

  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Assisted and cross-trained other customer service managers.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Taught new employees about the company's operations, policies, and services.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Kept up to date on product and service changes.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Welcomed, greeted, and assisted customers, generating $15 in two years revenue in a high-traffic store.

Summaries

  • Fluent in Portuguese. Personable and professional communicator.
  • Dedicated to exceeding expectations and leading the team to success.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate procedure systems is one of my specialties.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Hardworking Room Service Operator with 7 years of telecommuting experience meeting customer needs.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed personalized guest service plans for repeat customers, contributing to 59% repeat booking rate.
  • Assisted with the launch of a revamped in-room dining menu, leading to a 36% increase in total order volume.
  • Monitored and reported room service metrics, contributing to a 63% improvement in adherence to KPIs such as delivery time and order accuracy.
  • Successfully handled over 2 late-night guest orders per shift, contributing to a 51% increase in off-peak dining revenue.
  • Introduced a daily checklist system, enhancing team accountability and reducing room service delivery errors by 80%.
  • Contributed to a 35% increase in room service upselling by offering personalized recommendations and menu enhancements.
  • Led training sessions for new hires, reducing onboarding time by 28% and improving team readiness.
  • Collaborated directly with executive kitchen staff to accommodate dietary restrictions and special requests for VIP guests, improving client retention by 36%.
  • Maintained exemplary service efficiency during hotel understaffing periods, consistently exceeding room service delivery targets.

Affiliations

  • Certified Hospitality Supervisor (CHS)
  • Jaycees
  • Luxury Hospitality Training Program
  • Association of Information Technology Professionals
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Toastmasters
  • Project Management Institute
  • American Society of Safety Professionals
  • Customer Service Professionals Network
  • Food Safety Management Certification (e.g., ServSafe)

Certifications

  • HACCP (Hazard Analysis Critical Control Point) Certification for Food Safety
  • Certified Public Accountant (CPA)
  • Event and Venue Management Professional Certification from framework
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • Forklift Safety Training Certification (For In-Room Dining Equipment) from framework
  • Upselling Techniques in Hospitality Certification
  • Food and Beverage Management Certificate from process
  • SHRM Senior Certified Professional (SHRM-SCP)

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