Angela Shoals
Paramount,CA
Summary
Proven customer service expert with a history in complaint handling and computer skills. Elevated guest satisfaction through exceptional communication and empathy, seamlessly integrating guest accommodations and orientation. Demonstrated ability to improve operational efficiency and foster positive guest relations, showcasing strong stress tolerance and detail orientation without compromising service quality. Guest services professional with proven track record of delivering exceptional customer experiences. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, effective communication, and problem-solving. Reliable and flexible with changing needs, ensuring smooth operations and customer satisfaction. Diligent with a background in guest advocacy. Successfully addressed customer inquiries and resolved issues to enhance guest satisfaction. Demonstrated strong problem-solving skills and effective communication in fast-paced environment. Experienced with delivering exceptional customer service to enhance guest satisfaction. Utilizes effective communication and problem-solving skills to address and resolve guest concerns. Track record of fostering welcoming and efficient service environment.
Overview
14
14
years of professional experience
Work History
Service & Engagement Guest Advocate/Acting Lead
Target
Cerritos, CA
11.2019 - Current
- Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
- Increased guest satisfaction by engaging in friendly conversations and offering personalized recommendations.
- Assisted coworkers when needed in various departments in order to maintain smooth functioning of the store.
- Provided prompt assistance at checkout counters, reducing wait times for guests during peak hours.
- Optimized store operations by assisting with opening or closing procedures as needed.
- Assisted guests with purchases, ensuring accurate transactions and efficient payment processing.
- Maintained a clean and inviting store environment, contributing to a pleasant shopping experience for guests.
- Resolved guest concerns efficiently, ensuring a positive outcome for both the guest and the company.
- Managed high-volume workloads under tight deadlines while maintaining focus on delivering exceptional service to every customer.
- Improved overall store appearance by maintaining cleanliness standards throughout the sales floor and common areas.
Front Desk Agent
The Residence Inn by Marriott
Downtown Long Beach, CA
06.2018 - 10.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
Para Transit Driver
Mv Transportation Inc.
Van Nuys, CA
04.2013 - 04.2018
- Maintained full understanding of local roads and traffic patterns.
- Worked different route every day based on changing passenger locations and destinations.
- Improved on-time performance by effectively planning routes, taking into account traffic conditions and passenger needs.
- Provided support to passengers with cognitive or sensory impairments by offering clear directions, descriptions of surroundings, and appropriate assistance as needed.
- Assisted passengers with special needs by providing personalized attention and ensuring a comfortable travel experience.
- Managed challenging behavior from passengers professionally while maintaining a calm demeanor under stress.
Customer Service Supervisor
Dots Designs
Carson, CA
11.2010 - 04.2018
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Education
Associate of Arts - Fashion Merchandising
Brooks College
Long Beach, CA05.1995
High School Diploma -
Nogales High School
La Puente, CA06.1993
Skills
- Exceptional communication
- Strong empathy
- Stress Tolerance
- Guest Relations
- Complaint Handling
- Customer Service
- Detail Oriented
- Computer Skills
- Guest accommodations
- Guest Orientation
Timeline
Service & Engagement Guest Advocate/Acting Lead
Target
11.2019 - Current
Front Desk Agent
The Residence Inn by Marriott
06.2018 - 10.2019
Para Transit Driver
Mv Transportation Inc.
04.2013 - 04.2018
Customer Service Supervisor
Dots Designs
11.2010 - 04.2018
Associate of Arts - Fashion Merchandising
Brooks College
High School Diploma -
Nogales High School