CARLOS M. CANELA

Reconciled financial records with precision.

Processes guest check-ins

Resolved billing inquiries over phone, email and at the desk.

Handled reservation inquiries, cancellations and amendments

Prepared daily management reports

• Balance daily financial transactions and resolve billing discrepancies while managing overnight hotel operations.
• Manage late check-ins and early departures, accommodated special requests and resolved billing or room related complaints with high satisfaction

• Acted as the primary point of contact for overnight hotel safety, coordinating with security and maintenance teams to handle building emergencies and urgent issues
• Maintained lobby, ensuring patients were taken care of, and lobby was satisfied, monitoring and regulating the flow of lobby.
• Translating for patients in Spanish when necessary.
• Patient intake, documented patient’s needs and concerns when arriving at the clinic, communicating with the front desk, nurses, and supervisors when appropriate.
• Developed and maintained positive customer relationships, communicate with guests, providers and hotel properties via email & phone, provided real time support, handled large volume of phone calls, chat and emails, researched, documented & escalated cases to higher levels of support according to internal procedure, trained new employees and explained protocols clearly and efficiently, reviewed support cases for technical and troubleshooting accuracy.
• Work in/out customers in a timely manner and guarantee high level of customer service.
• Ed with internal teams to deliver accurate information to customers and service accounts.
• Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

• Worked as a team member performing cashier duties, successfully interacted with customers, ensuring safety of guests, making reservations, assisted customers with property complaints, responsible for checking

Some College (No Degree)