Ana Patricia Maldonado Caal
Rancho Mirage,CA
Summary
Hardworking individual with excellent eye for detail and in-depth knowledge of emergency situation protocols and procedures.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
Work History
Pool Lifeguard H2B
Omni Hotels & Resorts Rancho Las Palmas
02.2025 - Current
- Learned and maintained proficiency in first responder skills such as First Aid to offer individuals in distress optimal support.
- Monitored safety of guests in and around swimming pool.
- Maintained a clean and orderly pool area, ensuring a welcoming environment for patrons.
- Attentively monitored swimmers to identify distress.
- Collaborated with fellow lifeguards to maintain effective communication and seamless shift transitions.
- Enhanced swimmer safety by vigilantly monitoring pool activities and enforcing rules.
- Responded to emergency situations in a timely, efficient manner.
- Observed recreational users to detect safety concerns and prevent ongoing violations.
- Scanned main areas to monitor for any safety risks.
- Entered water immediately to pull struggling swimmers to safety.
Customer Service Representative
Telus Digital
08.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Stateroom Steward (Cabin steward)
Costa Favolosa, Crociere S.p.A. Cruise Ship
01.2024 - 03.2024
- Clean assigned cabins on transit, embarkation and disembarkation days
- Make and clean beds, remove any trash and dirty linens
- Clean bathrooms, sanitize all surfaces and polish them, stocking locker rooms, dust, vacuum, place printed information inside cabins, send and pick up laundry from passengers
- Clean and refill minibar, deliver daily schedule mailings, help in other areas pool, spa, laundry, cleaning crew common areas, cleaning guest area
- Performed thorough cleaning tasks after each shift, maintaining a spotless work area for colleagues and patrons alike.
- Enhanced customer satisfaction by providing exceptional service and attending to passenger needs.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
- Collaborated with team members to maintain smooth operations during high-traffic periods, minimizing wait times.
- Tasked with removal of garbage and refuse, mopping and sweeping floors and washing walls.
- Participated in routine safety drills as part of emergency preparedness measures onboard the vessel or hospitality establishment.
- Participated in regular staff meetings to discuss improvements in operations and guest service strategies.
- Handled special requests from passengers professionally, demonstrating adaptability and problem-solving skills.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Assisted passengers with storing luggage and helped locate seating.
Housekeeper H2B
Kimball Terrace Inn
06.2023 - 10.2023
- Cleaning rooms after the guests have checked out, cleaning and making the beds, cleaning and sanitizing the bathrooms and all other surfaces within the rooms
- Taking out any dirty laundry and trash, dust, vacuuming, cleaning guest stay-over rooms, helping with laundry fold towels, sheets, duvets, place it in lockers, cleaning hallways, windows, lobby, general cleaning of all public areas, stocking storage rooms
- One of the skills I developed and was asked by the hotel owner was to serve as a translator for the group
- Rotated linens in storerooms and replenished when supplies ran low.
- Completed special housekeeping actions such as turning mattresses on set schedule.
- Handled requests for extra linens, toiletries and other supplies.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Ensured compliance with health and safety regulations, conducting regular checks of emergency exits and fire safety equipment.
- Fostered positive working relationship with housekeeping and maintenance staff to ensure quick resolution of guest concerns.
- Enhanced guest satisfaction by maintaining high standards of cleanliness and hygiene in rooms and common areas.
- Increased guest satisfaction scores, consistently achieving high marks in cleanliness and attention to detail.
- Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
Education
Merchant Mariner Course - International Convention On Standards of Training Certification And Watchkeeping For Seafarers STCW
Naval School of Guatemala
Puerto de San Jose, Escuintla11.2023
High School - Science And Literature
ISEA, Guatemala
Guatemala10.2020
English Diploma - English Language
Instituto Guatemalteco Americano (IGA)
Guatemala06.2016
Skills
- First aid certification
- Safety monitoring
- Customer service
- Conflict resolution
- Team collaboration
- Emergency response
- Cleaning protocols
- Guest relations
- Detail orientation
- Time management
- Effective communication
- Problem solving
- Adaptability
- Patience and empathy
- Leadership qualities
- Stress tolerance
- Teamwork and collaboration
Personal Information
- Date of Birth: 07/04/83
- Nationality: Guatemalan
Training
- Basic first aid course, leading groups in emergencies, firefighting, driving fast boats, jump in water for emergency rescues, 11/01/23
- Merchant Mariner Course, International Convention on Standards of Training Certification and Watchkeeping for Seafarers STCW, 2023, Certified by Naval School of Guatemala at the Pacific Naval Base Puerto de San Jose, Escuintla, Guatemala
- Certified English level: upper intermediate, 2016, By Instituto Guatemalteco Americano (IGA) Guatemala
- Knowledge of Word, Excel, Office, Windows
Employment References
- Carmen Rodriguez Human Resources Generalist Omni Rancho las Palmas Resort & Spa Direct:760-834-2177 carmen.rodriguez@omnihotels.com
- Penny Fernald Owner, Kimball Terrace Inn, 207-276-3383, 207-460-5912
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Pool Lifeguard H2B
Omni Hotels & Resorts Rancho Las Palmas
02.2025 - Current
Customer Service Representative
Telus Digital
08.2024 - 02.2025
Stateroom Steward (Cabin steward)
Costa Favolosa, Crociere S.p.A. Cruise Ship
01.2024 - 03.2024
Housekeeper H2B
Kimball Terrace Inn
06.2023 - 10.2023
Merchant Mariner Course - International Convention On Standards of Training Certification And Watchkeeping For Seafarers STCW
Naval School of Guatemala
High School - Science And Literature
ISEA, Guatemala
English Diploma - English Language
Instituto Guatemalteco Americano (IGA)
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