Summary
Overview
Work History
Education
Skills
Accomplishments
Team Member of the Month Award
Timeline
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Charlene Ruffin

Las Vegas

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Diligent independent worker with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

19
19
years of professional experience

Work History

Custodian

Sun City Anthem
02.2024 - Current
  • Emptied trash cans and recycling bins to keep building clean and free of germs.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
  • Kept building spaces premises clean inside and outside.
  • Maintained a well-organized supply closet for easy access to necessary tools.
  • Replaced and refilled paper towel and toilet paper dispensers for users convenience.
  • Moved furniture for cleaning and set up for special events.
  • Enhanced cleanliness and safety by regularly sanitizing high-touch surfaces.
  • Followed safety protocols and safe use of protective gear to prevent injury to self and others.
  • Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
  • Responded quickly to emergency situations such as spills or leaks, minimizing damage and ensuring safety.

EVS Supervisor

Sunset Station Hotel & Casino
02.2023 - 02.2024
  • Addressed customer concerns promptly, demonstrating commitment to exceptional service delivery in all aspects of environmental services management.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement and professional development opportunities.
  • Conducted regular inspections of facilities to ensure compliance with regulatory standards and maintain cleanliness levels.
  • Collaborated with other department supervisors to ensure seamless integration of services in a healthcare setting.
  • Improved EVS department efficiency by implementing new cleaning procedures and scheduling systems.
  • Assisted in budget preparation and monitoring to maintain cost-effective operations within the EVS department.
  • Ensured proper maintenance of equipment by coordinating regular inspections, repairs, or replacements as needed for uninterrupted operation schedules.

Assistant Housekeeping Manager

OYO Hotel & Casino
01.2021 - 02.2023
  • Collaborated with maintenance teams to address urgent repair needs, minimizing operational downtime in guest rooms.
  • Prioritized tasks according to urgency, ensuring timely completion of projects without sacrificing quality standards.
  • Successfully maintained excellent scores on internal audits by staying up-to-date with best practices in the housekeeping industry.
  • Fostered a positive work culture by promoting teamwork and encouraging open communication among staff members.
  • Enhanced team productivity by providing ongoing training and support to housekeeping staff members.
  • Streamlined daily operations for increased efficiency with the implementation of effective scheduling strategies.

Housekeeping Supervisor

Hilton by TRU
09.2018 - 02.2020
  • Supervising 15-20 employees daily
  • Placed orders for housekeeping supplies and guest toiletries.
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
  • Completed schedules, shift reports, and other business documentation.
  • Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
  • Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.

Housekeeping Supervisor

Homewood Suites
07.2017 - 12.2017
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
  • Completed schedules, shift reports, and other business documentation.
  • Increased employee performance through effective supervision and training.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.

Training Manager

Hyatt Place Las Vegas
05.2016 - 05.2017
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
  • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.

Front Desk Agent

WHASN
06.2013 - 04.2014
  • Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained current and accurate medical records for patients.
  • Supported office staff and operational requirements with administrative tasks.
  • Enhanced patient experience by efficiently managing appointment scheduling and confirming appointments in a timely manner.
  • Demonstrated adaptability by quickly learning new software programs and adapting to changes in office policies or procedures as needed.
  • Improved patient communication, providing clear instructions for upcoming appointments or procedures as needed.
  • Demonstrated strong attention to detail when updating patient demographics, ensuring accurate information for proper billing and treatment purposes.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Expedited check-in process for patients by efficiently collecting necessary paperwork and verifying insurance coverage upon arrival.

Front Desk Agent

University Medical Center
09.2008 - 05.2012
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.

Guest room Attendant

Flamingo Hotel
08.2006 - 09.2008
  • Improved efficiency within housekeeping team through effective communication of task progressions throughout shifts.
  • Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
  • Addressed guest concerns promptly, demonstrating strong problem-solving abilities while maintaining professionalism.
  • Inspected rooms to identify and address maintenance issues, improving overall guest experience.
  • Prioritized tasks effectively during peak occupancy periods to maximize productivity and meet deadlines.
  • Inspected rooms to confirm adherence to department standards.
  • Contributed to the achievement of department goals by consistently meeting or exceeding assigned quotas for daily cleanings.

Education

Diploma -

Rancho High School
01.2001

Skills

  • Operating switchboards
  • Telephone operations
  • Answering questions
  • Strong telephone etiquette
  • Excellent verbal communication skills
  • Making appointments
  • Interdepartmental coordination
  • Message taking
  • Typing skills of 35 WPM
  • Managing phone systems
  • Directory assistance
  • Researching customer issues
  • Excellent phone demeanor
  • Front desk operations
  • Computer skills
  • Typing skills
  • Clear communication

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.


Team Member of the Month Award

I was awarded the Team member of the Month award at OYO hotel only three months of becoming a team member.

Timeline

Custodian

Sun City Anthem
02.2024 - Current

EVS Supervisor

Sunset Station Hotel & Casino
02.2023 - 02.2024

Assistant Housekeeping Manager

OYO Hotel & Casino
01.2021 - 02.2023

Housekeeping Supervisor

Hilton by TRU
09.2018 - 02.2020

Housekeeping Supervisor

Homewood Suites
07.2017 - 12.2017

Training Manager

Hyatt Place Las Vegas
05.2016 - 05.2017

Front Desk Agent

WHASN
06.2013 - 04.2014

Front Desk Agent

University Medical Center
09.2008 - 05.2012

Guest room Attendant

Flamingo Hotel
08.2006 - 09.2008

Diploma -

Rancho High School

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Charlene Ruffin