Adriana Castilla
Wildomar,CA
Summary
A success-driven professional with a proven ability to learn quickly and adapt effectively to changing situations. Motivated to achieve optimal results, consistently demonstrating perseverance, conscientiousness, and diligence in all tasks. A self-starter with strong organizational, communication, and analytical skills, excelling in dynamic environments and balancing multiple priorities with ease. Extensive sales experience, consistently exceeding targets by identifying customer needs, presenting tailored solutions, and building long-lasting relationships. Known for delivering exceptional customer service and leading high-performing teams. Skilled in conflict resolution and operational streamlining, working to enhance efficiency while maintaining a positive, customer-focused workplace. Ambitious and resourceful, bringing a strong aptitude for technology, problem-solving, and multitasking to any challenge. Dedicated to delivering high-quality results, whether driving sales, increasing customer satisfaction, or optimizing team performance. Excellent communication skills and a commitment to team success. Ready to contribute to organizational goals, advance initiatives, and drive positive outcomes. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing a professional network, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Account Manager
Go-Staff Staffing Agency
10.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Drove revenue growth by identifying new business opportunities within existing accounts.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Guest Services Manager & Housekeeping Manager
MCHS Inns of the Corps Camp Foster
03.2023 - 05.2024
- Responsible for directing and administering Front Office operations in the continuing effort to deliver outstanding guest service and financial profitability
- Managed all front desk operations, including reservations and guest service activities for over 200 rooms for Inns of the Corps Camp Foster, Marine Lodge- Westpac Inn, Geiger House, Day House, and Navy BOQ
- Managed two slot rooms with over 40 slot machines, acted as a slot supervisor, ensured players are happy and overseen the payment of large jackpots
- Reported machine glitches, distributed winnings when necessary and handled complaints
- Responsible for surveillance of the slot rooms
- In charge of the casino cage, counted the money and verified vouchers
- Deposited the earnings
- Managed the housekeeping department, which consisted of 16 housekeepers, one janitor, one laundry worker, three supervisors, and over 20 agency contract labor employees
- Assisted customers and communicated positively to ensure everyone was satisfied with the quality of services received
- Prepared and certified PeopleSoft timecards, IHA/ (Japanese Citizens Employees) MLC timecards, and contract labor timecards
- Approved and disapproved leave requests
- Effectively supported the Marine Corps EEO and Sexual Harassment Policies
- Reviewed and directed the work of the Front Desk Supervisor, Guest Service Lead, and Guest Service Attendants to ensure compliance with brand standards, policies, directives, and sound business practices
- Provided supervision and scheduling, conducted counseling and evaluations, and delivered rewards
- Recruited, interviewed, and trained team members
- Worked closely with the Lodging Facility Manager and MCIPAC Protocol Officer in coordinating reservations for distinguished visitors and high-ranking military and civilian guests to ensure quality and appropriate accommodations of services
- Reviewed night audit reports and complied with daily, weekly, and monthly utilization data
- Prepared and submitted facility performance reports such as occupancy, expenses, and labor forecasts to the Lodging Facility Manager
- Performed all duties at the Front Desk and Housekeeping Department as necessary, as well as other duties assigned by the Lodging Facility Manager
- Maintained excellent customer service relations
- Conducted weekly staff meetings to ensure information sharing is maintained
- Advised employees of available safety regulations, instructions, materials, and equipment
- Promptly reported workplace accidents to the Assistant Lodging Program Manager
- Provided world-class customer service with an emphasis on courtesy
- Assisted customers and communicated positively in a friendly manner
- Checked for satisfaction with the quality of service and accommodations
- Took action to solve problems quickly.
Housekeeping Manager
MCHS Inns of the Corps Camp Foster
01.2022 - 05.2024
- Responsible for the efficient operation of assigned areas within the Lodging Program and the Housekeeping Department aboard MCB Camp Foster/Plaza Housing
- Managed, trained, and supervised the housekeeping department of 3 supervisors and over 30 employees, from which 4 were NAF housekeepers, 12 IHA housekeepers, 1 IHA laundry worker, 1 IHA janitor, plus 15-20 contractors
- Responsible for the Lost & Found items
- Served at a lodging facility/hotel operation with more than 200 rooms
- Reduced laundry cost from $38,744 to $7318 in 2023, which saved MCHS a total of $31,426 for the year
- Reduced laundry cost to $12,789 for 2022, which saved MCHS $25,955 in 2022
- Decreased cost of contract labor hours in 2022 and eliminated the need for contract labor employees in 2023
- Prepared and managed the housekeeping budget, monitoring expenditures to ensure that the department stayed within the allotted funds
- Supervised employees, including room inspections and training, assigning and distributing work; scheduling, coaching, counseling, tutoring, and mentoring; approving and disapproving leave; recommending and completing personnel actions; completing performance reviews; and preventing sexual harassment
- Assisted in maintaining records and files
- Inspected areas for compliance of fire, security, and safety regulations and corrected discrepancies
- Conducted weekly inspections of the hotel area for cleanliness, maintenance, and accountability of furnishings
- Conducted monthly inventories of supplies, established stock levels, and requested appropriate orders
- Reviewed daily occupancy of guest rooms and coordinated with the Assistant Lodging Program Manager to accurately plan for peak periods and rescheduling of staff to meet workload requirements
- Prepared and certified PeopleSoft timecards, IHA/MLC timecards, and contract labor timecards for accuracy
- Dealt effectively and objectively with subordinates, supervisory, and management personnel, guests, contractors, and other outside contacts
- Responsible for daily administrative work associated with the operation, including the preparation and submission of purchasing and operational records
- Maintained excellent customer service relations
- Provided world-class customer service with an emphasis on courtesy
- Assisted customers and communicated positively in a friendly manner
- Checked for satisfaction with the quality of service and accommodations
- Took action to solve problems quickly
- Conducted weekly staff meetings to ensure information sharing is maintained
- Advised employees of available safety regulations, instructions, materials, and equipment
- Promptly reported workplace accidents to the Assistant Lodging Program Manager
- Ensured safety training is provided to employees
- Comply with OSHA standards and take action to correct unsafe or unhealthy working conditions
- Ensured minimal loss of duty by complying with 'Return to Work' program initiatives and following up on employee well-being
- Adhered to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.
OFFICIAL TDY Inns of the Corps Hawaii and Five Palms
MCHS Inns of the Corps
11.2023 - 02.2024
- Performed all duties at the Front Desk as necessary and other duties assigned by the Regional Manager
- Assisted Five Palms General Manager with the interview and selection of Housekeeping Manager
- Managed all front desk operations, including reservations and guest services activities for Inns of the Corps Hawaii and Five Palms
- Assisted the housekeeping department with daily reports and communicated with housekeepers regarding guest departures and arrivals
- Offered support to the housekeeping team by actively cleaning, inspecting, and ensuring that the rooms were impeccable for guests
- Participated in team meetings and supported the housekeeping and front desk departments.
OFFICIAL TDY Inns of the Corps Iwakuni and Kintai Inn
MCHS Inns of the Corps
11.2022 - 11.2022
- Mentored Kintai Inn supervisor in housekeeping tasks to minimize performance errors and maximize guest experience
- Participated in meetings with the facility manager and housekeeping supervisor
- Offered support and assisted the housekeeping supervisor.
MCCS Housekeeper
MCCS Inns of the Corps
11.2019 - 08.2020
- Mentored employees in housekeeping tasks to minimize performance errors and maximize guest experience
- Warranted the cleanliness and sanitary condition of 100 rooms per week to promote health and safety practices
- Helped increase guest satisfaction rating
- Recognized by management for outstanding performance
- Carry linens, towels, and cleaning supplies using wheeled carts
- Clean rooms, hallways, lobbies, lounges, restrooms, offices, stairways, and other areas to meet health standards
- Replenish supplies, such as drinking glasses and bathroom items.
MCCS Housekeeper
Five Palms
06.2018 - 01.2019
- Showed strong relationship management skills by listening, understanding, and responding to employees to resolve conflict at the workplace and promote a productive, healthy environment
- Showed ability to formulate and implement innovative solutions by researching and introducing eco-friendly cleaning products at the workplace
- Showed ability to develop and implement creative solutions by exploring and introducing eco-friendly cleaning products at the workplace
- Exhibited analytical thinking skills by breaking each cleaning task into components and systematically organizing supplies and labor to maximize cleaning efficiency
- Keep storage areas and carts well-stocked, clean, and tidy
- Maintain all cleaning equipment, supplies, and products; ensure safe and sanitary storage and care of products
- Change linens and gather used linens such as sheets or towels for laundering
- Clean rooms, offices, lobbies, and other areas
- Replenish supplies
- Keep storage areas and carts stocked and clean
- Displayed excellent work ethic.
Childcare Provider
01.2011 - 01.2017
- Solely responsible for up to five children in a home daycare setting for 8-10-hour days
- Worked with special needs children (autism, ADHD)
- Provided cooking and cleaning services for families in addition to childcare responsibilities
- Designed creative games and activities to keep children engaged
- Escorted children on outings to parks and lakes
- Maintained a safe and healthy environment for children in all aspects
- Transported children to and from lessons and school activities as needed.
Live-in Nanny
01.2007 - 01.2008
- Solely responsible for two children, ages 5 and 7, for a period of 12 hours a day
- Taught children safe behavior, such as seeking adult assistance when crossing the street and avoiding contact with unsafe objects
- Modeled appropriate social behaviors and encouraged concern for others
- Administered medication and minor first aid to sick and injured children
- Engaged children with games and puzzles
- Taught English and Romanian
- Provided cooking and cleaning services for the family
- Offered detailed daily reports that outlined each child’s day.
Professional Diver
Olimpia Bucharest Club
01.1995 - 01.2006
- Competed nationally (Romania) and Internationally (Serbia, Germany, Greece, Scotland, Bulgaria, Switzerland) in one-meter, three-meter springboard, and 10-meter-high board at the European Championships, International Games, and Balcanic Games
- Placed 7th at International Games, Germany, 2002
- Placed 11th at the European Junior Championships, United Kingdom, 2003
- Placed 3rd at Balkan Games in Serbia, 2003
- Placed 2nd and 3rd at Balkan Games in Greece, 2004
- Placed 1st and 3rd at Romanian Championship games, Romania 2006.
Education
Bachelor of Science in Human Resource Management -
University of Maryland Global Campus
Associate of Science Management -
Park University
Master of Business Administration -
University of Maryland Global Campus
09.2024
Skills
- Detail-Oriented
- Leadership skills
- Team Player
- Analytical Skills
- Excellent Customer Service
- Customer service excellence
- Decision-making capabilities
- Strong leadership
- Exceptional communication
- Multitasking proficiency
- Attention to detail
- Organizational skills
- Empathy and understanding
- Team management
- Staff Training and Development
- Excellent sales skills
- Account management
- Client relations
- Sales development
- Account oversight
- Sales reporting
- Upselling
Certification
- Human Resources Management Certificate
- Management Foundations Certificate
- Lean Six Sigma Black Belt
- Lean Six Sigma Master Black Belt
- Project Management Professional (PMP)
- Certified Technology Manager
- Occupational Safety and Health Administration (OSHA)
Awards
Marine Corps Community Services Employee Excellence Leadership Award - December 9, 2022
References
References available upon request
Contact
Wildomar, CA 92595
Languages
Romanian
Native or Bilingual
Spanish
Full Professional
Timeline
Account Manager
Go-Staff Staffing Agency
10.2024 - Current
OFFICIAL TDY Inns of the Corps Hawaii and Five Palms
MCHS Inns of the Corps
11.2023 - 02.2024
Guest Services Manager & Housekeeping Manager
MCHS Inns of the Corps Camp Foster
03.2023 - 05.2024
OFFICIAL TDY Inns of the Corps Iwakuni and Kintai Inn
MCHS Inns of the Corps
11.2022 - 11.2022
Housekeeping Manager
MCHS Inns of the Corps Camp Foster
01.2022 - 05.2024
MCCS Housekeeper
MCCS Inns of the Corps
11.2019 - 08.2020
MCCS Housekeeper
Five Palms
06.2018 - 01.2019
Childcare Provider
01.2011 - 01.2017
Live-in Nanny
01.2007 - 01.2008
Professional Diver
Olimpia Bucharest Club
01.1995 - 01.2006
Associate of Science Management -
Park University
Master of Business Administration -
University of Maryland Global Campus
- Human Resources Management Certificate
- Management Foundations Certificate
- Lean Six Sigma Black Belt
- Lean Six Sigma Master Black Belt
- Project Management Professional (PMP)
- Certified Technology Manager
- Occupational Safety and Health Administration (OSHA)
Bachelor of Science in Human Resource Management -
University of Maryland Global Campus
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