Angel Johai
Marina,CA
Summary
Front Desk Agent at The Olympia Lodge, adept in boosting operational efficiency and guest satisfaction by integrating digital tools and streamlining check-in processes, achieving a 15% reduction in reservation errors. Former Loss Prevention Supervisor at Kohl's, significantly mitigated asset loss through enhanced security measures and effective collaboration with law enforcement. With over 10 years in customer service and security, excels in organizational management, problem-solving, and training, consistently driving improvements and team performance.
Overview
8
8
years of professional experience
1
1
Language
Work History
Front Desk Agent
The Olympia Lodge
05.2021 - Current
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences during high-volume periods, challenging situations, ensuring a seamless experience for all guests leading to strong relationships with frequent guests for repeat business through personalized attention to preferences.
- Confirmed demographics and payment information for compliance with security and payment per industry standards.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests to be solved efficiently.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Trained new staff members in customer service techniques and hotel operations fine ensuring seamless client satisfaction guaranteed.
Loss Prevention Supervisor
Kohl's Department Stores, Inc
09.2020 - 02.2022
- Delivered exceptional customer service while maintaining vigilance for potential threats or suspicious activity within store environment deterring potential asset shrinkage.
- Installed, monitored CCTV footage and maintained covert security equipment ensuring reduction in loss of assets.
- Collaborated with law enforcement to report crime and suspicious activity to detain and prosecute theft perpetrators and appearing in court hearings to provide honest and full eyewitness testimony of events occurred.
- Monitored paperwork procedures to prevent error-related losses.
- Conducted weekly audits of inventory levels, identifying discrepancies and submitting accurate count to management system.
- Served as liaison between store management and corporate leadership on matters related to loss prevention initiatives and concerns on importance of correct placement of anti-theft devices.
- Assessed store layouts for vulnerabilities in areas, recommending alterations to reduce opportunities for theft, damage or injury.
- Enhanced store security by developing and enforcing strict policies to deter theft and other losses.
- Directed teams of 2 loss prevention associates, providing training guidance, support, and performance evaluations to become more proficient in detecting signs of dishonest behavior, such as looking for cameras and seizing multiple like items etc.
- Investigated, reported, interviewed and apprehended identified employee theft, and other sources of shrinkage through computer based algorithms software provided by Secure 5 and Apriss.
Student
Monterey Peninsula College
06.2018 - 12.2020
- Attended 2 years of community college at Monterey Peninsula College, triple majoring in Administration of Justice, Psychology, and Sociology while also working full-time as Customer Service Representative at Kohl's Department Store.
- Achieved becoming teachers assist in criminal justice classes grading and providing feedback to students on assignments.
Customer Service Representative
Kohl's Department Stores, Inc
09.2016 - 09.2020
- Enhanced customer satisfaction by promptly addressing concerns in high-stress situations and providing accurate information on policies pertaining to customer concerns and resolving complaints with empathy and professionalism, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual needs.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Fostered customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Administrator/ Accounts Clerk/Office Manager
Marina Express Plumbing
07.2016 - 01.2019
- Enhanced cash handling accuracy by implementing stringent auditing procedures and staff training initiatives.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Tracked employee vacation, sick and personal time.
- Audited timesheets and payroll records for accuracy.
- Processed timecards and payroll data for team of employees.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Audited outstanding client account balances and conducted in house debt collection measures ensuring payment.
Education
Associate of Science - Administration of Justice
Monterey Peninsula College
Monterey, CA12.2020
Associate of Arts - Psychology
Monterey Peninsula College
Monterey, CA12.2020
Associate of Arts - Sociology
Monterey Peninsula College
Monterey, CA12.2020
Diploma - Medical Administrative Assistant
Central Coast College
Salinas, CA09.2011
Timeline
Front Desk Agent
The Olympia Lodge
05.2021 - Current
Loss Prevention Supervisor
Kohl's Department Stores, Inc
09.2020 - 02.2022
Student
Monterey Peninsula College
06.2018 - 12.2020
Customer Service Representative
Kohl's Department Stores, Inc
09.2016 - 09.2020
Administrator/ Accounts Clerk/Office Manager
Marina Express Plumbing
07.2016 - 01.2019
Associate of Science - Administration of Justice
Monterey Peninsula College
Associate of Arts - Psychology
Monterey Peninsula College
Associate of Arts - Sociology
Monterey Peninsula College
Diploma - Medical Administrative Assistant
Central Coast College
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