Bernadette Camarillo
Mililani,USA
Summary
Experienced Customer Relations Manager with three decades of expertise in enhancing customer satisfaction and operational efficiency. Skilled in document preparation, calendar management, and social media oversight for busy executives. Advanced proficiency in MS Office and specialized software, coupled with a typing speed of 85 WPM. Track record of supporting executive teams and improving workflow processes.
Overview
15
15
years of professional experience
Work History
Guest Relations Manager
Westin Ka’anapali Ocean Resort Villas
Lahaina, HI
04.2024 - 07.2025
- Directed front desk operations, establishing trust and teamwork among personnel.
- Monitored daily activities to uphold service standards and ensure guest satisfaction.
- Promoted a culture of accountability through mentorship and personal leadership.
- Improved guest experiences by managing complaints and facilitating conflict resolution.
- Conducted consistent inspections for compliance with safety and operational guidelines.
- Engaged with guests to obtain valuable feedback on service quality proactively.
- Maintained high visibility while providing assistance during busy periods.
- Collaborated across departments to effectively tackle operational challenges.
Customer Advocacy Manager II
Marriott Vacations Worldwide
Kapolei, HI
07.2017 - 12.2023
- Resolved customer complaints and investigated issues to provide tailored solutions.
- Engaged customers via in-person interactions, phone, email, and written correspondence.
- Addressed major incidents that exceeded on-site management resolutions.
- Issued refunds promptly to ensure customer satisfaction.
- Kept informed about new company products and services to assist customers effectively.
- Partnered with management on key customer service initiatives.
- Oversaw all social media platforms to strengthen brand presence.
- Persuaded customers to reconsider cancellations through effective communication.
Customer Relations Manager/Sales Gallery Manager
MARRIOTT'S KO OLINA BEACH CLUB
Kapolei, HI
01.2014 - 07.2017
- Executed thorough investigations into customer issues to find practical solutions.
- Managed daily operations of sales gallery, ensuring streamlined check-in procedures.
- Facilitated communication with customers across diverse platforms, enhancing engagement.
- Recruited, trained, and managed performance of customer service agents effectively.
- Addressed complex incidents requiring escalation beyond agent capabilities.
- Resolved order-related complaints swiftly to maintain customer loyalty.
- Solicited customer feedback to pinpoint strengths and weaknesses in services provided.
- Conducted data analysis and generated reports on customer satisfaction metrics.
Customer Relations Supervisor
MARRIOTT'S KO OLINA BEACH CLUB
Kapolei, HI
12.2011 - 01.2014
- Enhanced job knowledge by participating in professional development and networking activities.
- Actively pursued educational resources and read relevant publications for continuous learning.
- Demonstrated accountability by embracing new tasks aligned with organizational objectives.
- Sought ways to provide additional value through creative problem-solving.
- Effectively navigated policy changes and managed renewal operations.
Customer Relations
MARRIOTT'S KO OLINA BEACH CLUB
Kapolei, HI
07.2011 - 12.2011
- Handled customer inquiries through phone, email, and mail to resolve issues promptly.
- Identified problems by greeting customers warmly and asking clarifying questions.
- Managed account modifications, including cancellations and upgrades.
- Facilitated order placements, refunds, or exchanges for customer convenience.
- Gathered essential payment and contact information from customers.
- Advised customers on warranty details and promotional offers.
- Leveraged technology to maintain effectiveness under high call volumes.
- Worked closely with customer service management to uphold service standards.
Encore Sales Executive
MARRIOTT'S KO OLINA BEACH CLUB
Kapolei, HI
06.2010 - 07.2011
- Administered customer surveys to assess satisfaction levels.
- Promoted and sold packages to both buyers and prospects, driving revenue growth.
Education
Hotel Industry Certificate - undefined
Travel University Hawaii
01.1991
High School Diploma - undefined
Aiea High School
01.1989
Skills
- Service enhancement techniques
- Strong communication abilities
- Extensive hospitality experience
- Staff training and development programs
- Complaint handling effectiveness
- Customer service expertise and practices
- Revenue generation techniques and strategies
- Brand value advocacy skills
- Quality improvement leadership initiatives
- Skilled in hospitality software applications
- Proven leadership experience
- Satisfaction scoring methodologies
- Guest satisfaction metrics assessment
- Management of guest services
- Effective guest interaction methods
- Experience in hospitality and service sectors
CUST
Previous experience includes Branch Manager for Amber Mortgage (2002 to 2010) based in Honolulu and Reservationist at JW Marriott Ihilani Resort & Spa (1995 to 2002), based in Kapolei, HI
Timeline
Guest Relations Manager
Westin Ka’anapali Ocean Resort Villas
04.2024 - 07.2025
Customer Advocacy Manager II
Marriott Vacations Worldwide
07.2017 - 12.2023
Customer Relations Manager/Sales Gallery Manager
MARRIOTT'S KO OLINA BEACH CLUB
01.2014 - 07.2017
Customer Relations Supervisor
MARRIOTT'S KO OLINA BEACH CLUB
12.2011 - 01.2014
Customer Relations
MARRIOTT'S KO OLINA BEACH CLUB
07.2011 - 12.2011
Encore Sales Executive
MARRIOTT'S KO OLINA BEACH CLUB
06.2010 - 07.2011
Hotel Industry Certificate - undefined
Travel University Hawaii
High School Diploma - undefined
Aiea High School