Ashlee Castelhano
Office Manager
Oklahoma City,OK
Summary
Knowledgeable and dedicated professional with extensive experience in customer relations, event coordinating, and sales. Reliable team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Office Manager/Principal's Secretary
Mid-Del ISD
03.2022 - 12.2023
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Assisted in recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between administration and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Provided exceptional customer service when addressing inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Coordinated special projects and managed schedules.
- Maintained positive family relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry families.
- Defined clear targets and objectives and communicated to other team members.
Customer Service Representative
Marriott International, Inc.
05.2017 - 03.2020
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Resolved concerns with products or services to help with retention and drive sales.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Events Team Member
TopGolf
05.2016 - 05.2018
- Set up event facilities and equipment, cleaned areas and organized supplies.
- Provided exceptional customer service to all guests and escalated concerns where needed.
- Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities.
- Welcomed guests to events, checked invitations and oversaw proper seating.
- Provided general cleaning of venue spaces before, during and after events.
- Processed payments, checked tickets and directed guests to locations.
- Optimized guest satisfaction with food and beverages by quickly addressing requests and complaints.
- Alerted guests of venue rules and reported infractions or violations to appropriate parties.
- Utilized great communication and interpersonal skills when interacting with all parties, including children, parents, management staff and fellow team members, to promote smooth and efficient operations.
- Talked to coworkers using electronic devices such as computers and radios.
- Kept watchful eye on game room participants, monitoring compliance with safety protocols and stepping in to correct unsafe behaviors and protect fellow guests.
- Interacted with patrons and encouraged sampling of unfamiliar games to increase revenue.
- Used troubleshooting methods to resolve issues with arcade games and restore normal functioning, minimizing costly and frustrating downtime.
Restaurant Manager
54th Street Restaurant & Drafthouse
05.2013 - 05.2017
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Correctly calculated inventory and ordered appropriate supplies.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Prepared for and executed new menu implementations.
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
- Actively participated in ongoing customer service programs to build sales and rapport in community.
Restaurant Manager
Red Robin
10.2006 - 05.2013
- Carefully interviewed, selected, trained and supervised staff.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Correctly calculated inventory and ordered appropriate supplies.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Oversaw front of house and back of house personnel to maintain adequate staffing and minimize overtime.
- Organized special events in restaurant, including receptions, promotions and corporate luncheons.
Education
Communication Arts
The University of Texas At San Antonio
San Antonio, TXHigh School Diploma -
James Madison High School
San AntonioPhlebotomy And EKG
Kaplan Career Institute
San Antonio, TXSkills
- Team-Oriented and Cooperative
- Creative Problem Solving
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Upselling Products and Services
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Verbal and Written Communication
- De-escalation Techniques
- Data Entry and Maintenance
- Cultural Awareness and Sensitivity
Accomplishments
- 2022 Mid-Del R.I.S.E. award winner
- 2022 Midwest City Middle School Support Employee of the Year
- 2023 Black and Gold Standard Winner
Timeline
Office Manager/Principal's Secretary
Mid-Del ISD
03.2022 - 12.2023
Customer Service Representative
Marriott International, Inc.
05.2017 - 03.2020
Events Team Member
TopGolf
05.2016 - 05.2018
Restaurant Manager
54th Street Restaurant & Drafthouse
05.2013 - 05.2017
Restaurant Manager
Red Robin
10.2006 - 05.2013
Communication Arts
The University of Texas At San Antonio
High School Diploma -
James Madison High School
Phlebotomy And EKG
Kaplan Career Institute