Andrea Velez

• Provide exceptional eCommerce service and support for restaurant owners, government officials, schools, residential customers, and more by assisting with inquiries about products, updates on orders, and providing resolution for complex concerns
• Adept at quickly building industry knowledge by staying up-to-date with products and opportunities in food service equipment, along with any updates for manufacturer recalls
• Provide website navigational support with a superior understanding of features on the company website, and empower customers to utilize online tools by clearly explaining technical details to laypeople
• Collaborate with internal departments, external manufacturers, and shipping carriers to assist with specialized and more complicated in-depth troubleshooting tasks and customer concerns
• Through careful time management, resolved 25% more cases per month than the average peer team member, exceeding department expectations
• Operating multiple programs including all Microsoft Office programs, Carrier shipping sites and apps, Salesforce, IDS, and more to assist customers with order statuses and troubleshooting

• Provide exceptional client service and support for advisory firms and registered investment advisors by assisting with transactional requests (money movement, transfer of accounts, new account opening, etc)
• Experience working with high net-worth clients, managing more than $1 million on average
• Assist with processing paperwork and adhering to complex financial industry guidelines
• Provide website navigational support with a superior understanding of features and benefits of Schwab tools, SaaS products, and services to encourage adoption of the company platform
• Collaborate with internal departments to assist with specialized and more complicated in-depth topic areas

• Coordinating with multiple departments to ensure any concerns or challenges guests may face are handled in a timely and caring manner, including assisting in responses to guest concerns via Online and Survey-based postings (Medallia, TripAdvisor, Expedia, etc)
• Assists guests through online chat feature for marketing packages; including but not limited to troubleshooting, booking dates, answering general questions, and assisting with concerns regarding their vacation packages
• Resolving complex customer issues while maintaining exemplary service levels in a high volume environment
• Operating multiple programs including all Microsoft Office programs, Hospitality-driven software including VOICE, Concierge, and as400: used for inventory management, guest functions and booking reservations with Synergy
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Oversaw day-to-day operations of a 787-room resort, and managed all aspects of Guest Services training (Front Desk, PBX, and Bellman) to ensure comprehension and adhering to brand standards
• Partnering with other teams to preemptively address any concerns or challenges guests may face and ensure all issues are expedited for resolution, while juggling various client needs
• Handled group blocking for Convention Center guests and scheduling room tours for Corporate walk-throughs
• Promoted to supervisor due to exemplary problem-solving for guests, mentoring and coaching fellow team members, and adaptability during high volume periods

• Assisted guests with the check-in and check-out process; including processing payments, issuing keys, and asking questions to ensure the guests’ needs are met
• Booking reservations on site when needed
• Worked to ensure guests are satisfied throughout their entire stay by partnering with food and beverage, housekeeping, and engineering departments to meet each individual need
• Ensured inventory is maximized, while partnering with housekeeping and engineering to take care of any rooms that may need to be placed out of service
• Answered emails from both guests and marketing to ensure requests are added and met before arrival
• Multitasked in both handling of inventory and assisting front desk staff in a timely manner
• Staying up to date with the amenities offered on site, including any transportation, food, or activities the guests might be inquiring about (including nearby locations)

completed 60 credits towards Elementary Education