Apolonia Urbano
Everett,WA
Summary
Dedicated professional with strong customer service and conflict resolution skills. Proven ability to manage guest inquiries efficiently, ensuring high satisfaction levels and timely resolutions.
Overview
31
31
years of professional experience
Work History
Concierge
Morning Star
Everett, Washington
10.2020 - 05.2026
- Assisted guests with reservations and inquiries, providing excellent customer service.
- Resolved guest complaints promptly, maintaining high satisfaction levels.
- Resolved customer complaints efficiently, achieving satisfactory outcomes.
- Directed incoming calls and messages to appropriate staff or residents, facilitating effective communication.
- Coordinated daily mail and package deliveries, ensuring secure handling and organized distribution.
Document Imaging Specialist
Xerox Corporation
Everett, Washington
05.2015 - 09.2020
- Delivered service meeting SLA, enhancing customer satisfaction
- Supported productivity improvements and contributed to service transformation and business growth
- Entered data into vendor tracking system with precision from source documents into vendor tracking system with accuracy
- Conducted quality checks on work to ensure accuracy and standards
- Executed data entry for billing and activity records for activity and billing
Cahier
Walmart
Everett, Washington
07.2012 - 05.2015
- Operated cash register to process customer transactions accurately and efficiently.
- Delivered excellent customer service to enhance customer satisfaction.
- Managed cash office tasks to maintain accurate financial records.
- Processed online orders and coordinated with distribution center for timely deliveries.
- Promoted to Asset Protection
Publishing Assistant
Idearc Media
Honolulu, Hawaii
06.1995 - 07.2010
- Ensure transfer request meets appropriate Idearc / Verizon policy
- Organize contracts and copy sheets for release to the sales force
- Monitored and documented system issues, facilitating timely resolutions.
- Assisted customers with inquiries and resolved issues, improving overall satisfaction.
- Managed front desk operations, greeting visitors and answering calls to ensure smooth reception.
Education
Hotel & Travel Management -
Cannons College
Honolulu, HISkills
- Guest relations
- Customer service
- Customer relationship management
- Effective communication
- Conflict resolution
- Mail coordination
Timeline
Concierge
Morning Star
10.2020 - 05.2026
Document Imaging Specialist
Xerox Corporation
05.2015 - 09.2020
Cahier
Walmart
07.2012 - 05.2015
Publishing Assistant
Idearc Media
06.1995 - 07.2010
Hotel & Travel Management -
Cannons College