Audrey Hernandez
Alpine,CA
Summary
Dynamic professional with extensive experience at Viejas Casino and Resort, excelling in customer engagement and reservation software. Demonstrated success in improving customer satisfaction and resolving issues, leveraging excellent communication and problem-solving abilities. Proven track record of fostering positive relationships and ensuring seamless operations, showcasing outstanding multitasking and organizational skills.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level employment coordinator position. Ready to help team achieve company goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Reservation Agent
Viejas Casino and Resort
Alpine, CA
07.2024 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Provided customers with information about availability and pricing.
Guest Service Information Operator
Viejas Casino and Resort
Alpine, Ca
09.2023 - 07.2024
- Coordinated with various departments to maintain consistent communication and seamless operations across the resort.
- Handled complex guest situations with professionalism, ensuring quick resolution and customer satisfaction.
- Provided services efficiently and with high level of accuracy.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Bowling Staff
Viejas Casino & Resort
Alpine, CA
06.2022 - 09.2023
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Established positive relationships with customers and other staff members.
- Responded sensitively and competently to service customers with diverse cultural backgrounds.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Trained new employees on company policies and procedures, contributing to a cohesive team atmosphere and improved overall performance.
- Maintained strict adherence to industry regulations, ensuring compliance with all relevant laws and guidelines for business operations.
- Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
Security Greeter
Viejas Casino and Resort
Alpine, CA
10.2021 - 06.2022
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Maintained a clean and organized entrance area, contributing to a positive first impression for visitors.
- Answered customer questions and pointed individuals in right directions.
- Provided friendly, attentive service throughout peak times for responsive customer care.
- Assisted patrons with inquiries and directed them to appropriate departments for further assistance.
- Acted as first point of contact for visiting clients and customers.
- Utilized effective communication skills when interacting with diverse clientele, ensuring a welcoming atmosphere for all guests.
- Coordinated with other staff members to ensure proper coverage of entrances during breaks or shift changes.
- Monitored entrance security, reporting any suspicious activity or unauthorized access to management promptly.
- Retained knowledge of promotions, products and services for informative customer advice.
- Quickly resolved guest issues or complaints, demonstrating excellent problem-solving skills and professionalism.
Education
Cosmology License - Cosmology
San Diego City College
San Diego, CA06.1993
High School Diploma - General Studies
Castle Park High School
Chula Vista, CA06.1991
Skills
- Customer engagement
- Reservation software
- Phone etiquette
- Problem-solving
- Active listening
- Teamwork
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Self motivation
Timeline
Reservation Agent
Viejas Casino and Resort
07.2024 - Current
Guest Service Information Operator
Viejas Casino and Resort
09.2023 - 07.2024
Bowling Staff
Viejas Casino & Resort
06.2022 - 09.2023
Security Greeter
Viejas Casino and Resort
10.2021 - 06.2022
Cosmology License - Cosmology
San Diego City College
High School Diploma - General Studies
Castle Park High School