Athena M. Petez
Boynton Beach,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
Languages
23
23
years of professional experience
Work History
Customer Service Representative
Embassy Suites
San Antonio, Texas
03.2008 - 04.2026
- Resolved customer inquiries and complaints promptly and professionally.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted guests with check-ins and check-outs efficiently.
- Managed reservations using property management software effectively.
- Collaborated with housekeeping to ensure room readiness for guests.
- Coordinated with maintenance staff to address facility issues swiftly.
- Trained new team members on customer service protocols and procedures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided detailed information about hotel services and local attractions.
Human Resources Assistant
Sara lee
Puerto rico, Humacao
08.2003 - 01.2008
- Assisted in recruitment processes by screening resumes and scheduling interviews.
- Posted job announcements and pre-screened applicants to candidates for available positions.
- Coordinated new hire orientation sessions for incoming employees.
- Managed employee records and ensured data accuracy in HR systems.
- Created, organized, and maintained employee personnel files to keep sensitive data secure.
- Supported performance review processes by organizing documentation and schedules.
- Collaborated with management to address employee relations issues promptly.
- Maintained compliance with labor regulations and company policies consistently.
- Assisted with planning, organizing and coordinating company events.
Education
Josefa Pastrana
Puerto Rico, Aguas BuenasLicense/Diploma - Cosmetology
International Beauty
TTI
Grand Junction, COSkills
- Property management software
- Reservation management
- Customer relationship management
- Billing management
- Cash handling
- Conflict resolution
- Team collaboration
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Representative
Embassy Suites
03.2008 - 04.2026
Human Resources Assistant
Sara lee
08.2003 - 01.2008
Josefa Pastrana
License/Diploma - Cosmetology
International Beauty
TTI