Angelica Garcia
Orland Hills,IL
Summary
Professional with solid background in guest relations, prepared for impactful contributions. Proven expertise in managing guest experiences, resolving concerns, and enhancing satisfaction through effective communication and interpersonal skills. Strong focus on team collaboration and adaptability to evolving needs, ensuring seamless operations and exceptional service delivery. Reliable, empathetic, and adept at fostering positive interactions and building lasting relationships.
Overview
24
24
years of professional experience
Work History
Groups and Guest Experience Manager
The Forge: Lemont Quarries Adventure Park
Lemont, IL
10.2020 - 08.2025
- Answered group event and guest inquiries via chat, email, Google Meets, in person meetings and phone calls.
- Created and maintained training materials pertaining to the reservation systems, sales, and guest experience.
- Maintained monthly reports.
- Regularly met with Directors regarding Groups and Guest Experience updates.
- Interviewed, hired trained, and managed Groups and Guest Experience Team Members.
- Implemented new reservation system.
- Anticipated guest and park needs.
- Maintained and updated reservation system, third party sites, and vendors.
- Lead park tours for potential groups.
- Created group packages and sales proposals.
- Curated and sold an unforgettable park experience for groups.
- Assisted in facilitating field trip education options.
- Worked with teachers and parents to ensure park documents were completed.
- Collaborated with all departments to create and maintain a positive and memorable guest experience.
- Created and coordinated schedules for group events.
- Coordinated catering for all groups.
- Maintained accurate documentation pertaining to each group.
- Liaison for group events.
- Welcomed groups to the park on the day of their event.
- Followed up with groups after their event.
- Attend conferences and networking events.
Customer Service Specialist
BSwift
Chicago, IL
08.2013 - 02.2016
- Processed benefit enrollment related transactions.
- Educated callers on their benefits and the system.
- Consistently met and/or exceeded supervisor expectations.
- Answered billing questions and addressed payment issues.
- Handled customer problems, inquiries and complaints.
- Trained call center staff and CSA new hires.
- Multi tasked in a high volume, high stress environment.
- Implemented new call center client.
- Maintained email inbox, faxes, and mailed correspondence for high volume clients.
- Created and presented weekly and monthly call center statistics.
- Utilized all resources to provide exceptional customer service.
Office Manager
Allstate Insurance Company
Palos Heights, IL
08.2004 - 08.2009
- Welcomed customers in a friendly and courteous manner.
- Answered incoming calls.
- Utilized email as an effective communication tool.
- Listened, calmed and assisted customers with concerns regarding claims, policy, and billing issues.
- Processed payments and handled bank deposits.
- Maintained communication with corporate office regarding training, audits, and other processes.
- Performed policy review while educating customers on the available products in order to meet their needs.
- Generated sales through customer referrals, cross-selling, and marketing.
Office Assistant/Sales Representative
Nationwide Insurance Company
Palos Heights, IL
01.2002 - 01.2004
- Demonstrated ability to express ideas in a team environment and influence action.
- Established friendly and lasting relationships with mortgage/real estate companies.
- Established rapport with diverse individuals and groups by attending community events.
- Explained, sold and processed new business applications.
- Processed payments.
Skills
- Face-to-face client meetings
- HubSpot
- Account management
- Phone etiquette
- Complaint handling
- Client interaction at trade shows
- MULTI-TASKER
- Sales
- PROBLEM-SOLVING
- Front Office
- Google Workspace
- Microsoft Office
- Handling customer inquiries
- Events management
- Leadership
- Customer complaint resolution
- Supervising experience
- Data Entry
- Assistant manager experience
- Managing customer accounts
- Computer literacy
- Writing skills
- Computer operation
- Client interaction via phone calls, emails and chat
- Office Management
- Front Desk
- TEAM PLAYER
- Customer service
- Customer service management
- Event sales
- Organizational skills
- Administrative experience
- Event Planning
- Management
- Clerical Experience
- Team management
- Customer communication
- Phone inquiries
- Appointment scheduling
Timeline
Groups and Guest Experience Manager
The Forge: Lemont Quarries Adventure Park
10.2020 - 08.2025
Customer Service Specialist
BSwift
08.2013 - 02.2016
Office Manager
Allstate Insurance Company
08.2004 - 08.2009
Office Assistant/Sales Representative
Nationwide Insurance Company
01.2002 - 01.2004