Angelo Bonilla
Norwood,MA
Summary
Dynamic and results-driven professional with extensive experience in customer service at Hilton Garden Inn Hotel. Proven ability to enhance guest relations and satisfaction through effective problem-solving and attention to detail. Skilled in managing teams and implementing strategies that foster collaboration and improve service quality, ensuring a positive experience for all clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Cook Shift Leader
Showcase Cinema De Lux
Dedham, MA
02.2025 - Current
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Front Desk Receptionist
Hilton Garden Inn Hotel
Canton, MA
03.2023 - 06.2024
- Met with customers to discuss service needs and develop effective and practical solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Implemented strategies to increase customer service satisfaction ratings.
Service Manager
Chipotle Grill
Norwood, MA
02.2017 - 06.2021
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Education
High School Diploma -
Boston English High
Boston, MA06.1994
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Cash handling
- Telephone etiquette
- Problem-solving skills
- Team collaboration
- Scheduling
- Verbal and written communication
- Oral and writing communication
- Hospitality services
- Sensitive information handling
- Work prioritization
- Issue handling
- Confidentiality handling
- Guest relations
- Multitasking and organization
- Customer assistance and interaction
- Office supplies ordering
Certification
Employee of the Quarter
Hilton Garden Inn
Languages
English
Native or Bilingual
Timeline
Cook Shift Leader
Showcase Cinema De Lux
02.2025 - Current
Front Desk Receptionist
Hilton Garden Inn Hotel
03.2023 - 06.2024
Service Manager
Chipotle Grill
02.2017 - 06.2021
High School Diploma -
Boston English High