Andra Aniculesei
Dania Beach,FL
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Meticulous customer service agent with strong background in guest service environments.
Looking and ready for a position on a team committed to outstanding customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
12
12
years of professional experience
Work History
Hotel Front Desk Agent
Hilton
Fort Lauderdale, FL
12.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered and updated sensitive customer information during check-ins and room changes.
- Used internal software to process reservations, check-ins and check-outs.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Checked personal identifications during alcohol sales.
- Tallied cash drawer at beginning and end of each work shift.
- Processed customer refunds and exchanges according to established guidelines.
- Stocked, tagged and displayed merchandise as required.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
On-Site Resident Manager
Bradley Care Home
Tigard, OR
04.2017 - 10.2021
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Recognized and reported abnormalities and/or changes in patients' health status to case manager.
- Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained frequent supervision of residents unable to call for assistance.
- Assisted with daily activities, including dressing guidance, grooming, meal preparation and medication reminders.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Worked to improve and enhance patient lives through effective and compassionate care.
- Resolved families complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored caregivers on performance-oriented strategies and customer service techniques.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Followed through with State of Oregon requests to resolve problems.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Personal assistant
Raluca Oncioiu
Brooklyn, NY
01.2011 - 07.2015
- Meeting tight deadlines with busy schedules.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Call Center Agent
Prius Store
Turnu Magurele, Romania
08.2006 - 04.2009
- Answering incoming calls from customers to take orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Education
High School Diploma - Economy
Marin Preda High School
2009
Skills
- Privacy and confidentiality
- Relationship building and retention
- Complaint resolution
- Inbound and Outbound Calling
- Creative problem solving
- Customer Complaint Resolution
- Strategic planning
- Policies and procedures
- Verbal and written communication
- Improvement initiatives
- Good Telephone Etiquette
- Multitasking Abilities
- Dependable and Responsible
Timeline
Hotel Front Desk Agent
Hilton
12.2021 - Current
On-Site Resident Manager
Bradley Care Home
04.2017 - 10.2021
Personal assistant
Raluca Oncioiu
01.2011 - 07.2015
Call Center Agent
Prius Store
08.2006 - 04.2009
High School Diploma - Economy
Marin Preda High School