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Alma Delia Figueroa Munoz
Manager/ Customer Service Representative
Phoenix,AZ
Summary
Proven in enhancing customer satisfaction and streamlining front office operations, I leveraged my guest relations and time management skills at Holiday Inn to elevate guest experiences. Expert in cash handling and office organization, I adeptly managed sensitive information, resolving disputes efficiently. My leadership at Pollo Loco drove team performance, achieving strategic goals and mentoring future leaders. Highly organized Front Desk Receptionist with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
Holiday Inn
01.2022 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Collected and distributed messages to team members and managers to support open communication and high customer service
Front Desk Receptionist
Wynham Gardens Resort
02.2019 - 12.2021
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Call Center Representative
Dynamic Educational Inc.
Phoenix , Arizona
03.2019 - 11.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timelymanner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Front Desk Receptionist
Best Western Global Operations Center
Phoenix, AZ
03.2017 - 02.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Manager
Pollo Loco
Phoenix, AZ
02.2016 - 01.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Education
High School Diploma -
Kaizen Education Foundation Dba Maya High School
Phoenix, AZ 05.2001 -
Skills
Customer Service
Listening Skills
Telephone Etiquette
Time Management
Cash Handling
Front Office Management
Cash Handling
Guest Relations
Software
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Receptionist
Holiday Inn
01.2022 - Current
Call Center Representative
Dynamic Educational Inc.
03.2019 - 11.2021
Front Desk Receptionist
Wynham Gardens Resort
02.2019 - 12.2021
Front Desk Receptionist
Best Western Global Operations Center
03.2017 - 02.2019
Manager
Pollo Loco
02.2016 - 01.2019
High School Diploma -
Kaizen Education Foundation Dba Maya High School
05.2001 -
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