Cheyanne K. Gaxiola
Lake Havasu City,AZ
Summary
To apply 13 years of Military service and leadership experience to the role of Veterans benefit counselor, with the exceptional ability to follow policies and procedures and provide best customer service to new enrollees. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Front Office Manager
Home2 Suites By Hilton Hotel
04.2023 - Current
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly in the breakfast and coffee area at all times.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Increased sales significantly by upselling higher-end rooms and or market products to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Worked flexible hours across night, weekend and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored customer service trends and provided insights to management team for further improvement.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Beverage Supervisor
Spectra Food Services and Hospitality
07.2018 - Current
- Able to maintain and prioritize tasks in fast paced environment while supervising alcohol beverage and hospitality food stands
- Ensure employees followed Safe serve alcohol beverage laws and as well as ensuring employees followed Spectra guidelines and policies
- Made sure all bars were opened on time, staff were dressed appropriately as to policy and on time for schedules to include breaks
- Visualized that all bartenders were pouring drinks responsibly, maintaining professional attitudes while providing great customer service
- Responsive to customer complaints and able to resolve any issues at hand
- Made sure all bars were clean and equipment was well maintained
- Responsible for reporting if there was equipment malfunction
- Made sure all actions with staff were held to professional yet friendly manor and provided extra help where needed
- Ensured all policies were followed and employee write ups were completed as needed
- All opening and closing reports were completed by end of shift or COB.
- Organized department functions and workflow for maximum efficiency.
- Led pre-shift huddles with staff to start teams on right foot to expertly handle guests' beverage needs.
- Coordinated inventory for daily operations and special events such as NHRA races, swap meets, car shows, Oktoberfest and County fair.
- Trained and developed beverage staff on proper techniques, knowledge and skills.
- Encouraged prompt and regular attendance to keep team strong and consistently meeting customer demands.
- Kept team operating according to high standards of cleanliness and sanitation, protecting staff and guests from unnecessary risks.
- Guided employees through difficult operational and customer relation situations to build independence in future scenarios.
- Oversaw work of average 25 bartenders, beverage servers and bar attendants per event.
- Resolved customer complaints involving food or beverage quality and service.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Complied with health and safety regulations.
Warehouse Supply Sergeant, Staff Sergeant
United States Army Reserves
07.2009 - 07.2022
- Serving as AGR, responsible for health, welfare, counseling, training, while mentoring professional growth of 12 soldiers in squad
- Maintained preventative maintenance logs, Warehouse consumables
- Perform duties involving request, receipt, storage, issue, accountability and preservation of expendable supplies and fully Accountable for durable equipment with property book value of 53 million dollars
- Developed flowcharts to track all training records for battalion S4
- Recorded and compiled operating data, instrument readings and other fuel and vehicle documentation
- Synchronize activities as S4 leader with other companies within Battalion for fueling operations
- Patrol units to monitor amount of oil in storage tanks, and to verify that activities and operations are safe, efficient, and in compliance with regulations
- Maintained and repaired equipment, or report malfunctioning equipment to supervisors so that repairs can be scheduled
- Prepared calculations for receipts and deliveries of oil and oil products
- Assigned as Battalion Container Control Officer which requires inspections of 41 shipping containers, every 30 months for all 6 companies
- Manages updates in Joint Container Management System and communicates with AIDPMO at Scotts Air Force Base
- Independently interprets and analyzes several military databases such as Digital Training Management System (DTMS), familiar with Reserve Component Automated System (RCAS), Defense Travel System (DTS) and Regional Level Application Software System (RLAS); updated and enter soldiers training records in Individual Training and Readiness System (ITRS), schedules and coordinates training in Army Training Requirements and Resources (ATRRS), Familiar with Interactive Personnel Electronic Records Management (IPERMS), Evaluation Entry System (EES), Medical Protection System (MEDPROS), Medical Electronic Data Care History and Readiness Tracking (MEDCHART)
- Assists unit commanders with problem solving methods, and improvement principles
- Very articulate when engaging sensitive matters with immense repercussions, and able to effectively communicate in influential manner, as appropriate when briefing higher echelons.
- Established and enforced performance policies.
- Led shift briefings and quarterly briefings to hire echelons to inform officers and NCOs of properties allocated and personnel on duty.
- Planned, scheduled and supervised work of 50 subordinates.
- Educated staff members on proper working and safety procedures after attending training and being certified on fielding equipment.
- Issued items to soldiers and kept detailed records.
- Coordinated turn-ins of supplies and equipment for 153 soldiers.
- Drove over 50,000 miles 2000 hours with zero accidents during combat training operations.
- Surveyed and analyzed terrain to determine optimum equipment placement and use.
- Supervised 35 subordinates during combat operations to provide tactical and technical guidance.
- Motivated and trained squad members to become proficient with equipment and daily tasks.
- Maintained security of gates and performed route clearance for visiting high-ranking officials.
- Implemented computer and drivers training programs for over 125 new recruits.
Assistant
EasyDial INC
10.2016 - 11.2017
- Worked directly with City of Irvine, CFO, Project Manager and engineering team on current building plans and office layout for Easy Dial Corporate office
- Directly incorporated schematics for 30 personnel offices, machine shop, clean room for medical manufacturing, and medical labs
- Acted as liaison with follow up on electrical layouts for machinery and clean room specifications
- Communicated with contractors and furniture vendors for purchasing requests
- Assisted in managing paperwork and multiple projects as well as communicated progress reports via email or phone calls for company CEO
- Accomplished manufacturing deadlines by holding weekly meetings with employees and coordinating with management for human trials in Italy
- Oversaw manufacturing process and assembly in manufacturing department
- Implemented new ideas which saved company time and allowed for faster production time
- Implemented policies and procedures to ensure employees were following company policy and OSHA compliance at all times
- Managed MSDS (SDS) Binder for Easy Dial and four building companies
- Co-Managed team of six personnel; ensuring all were all on time, following company guidelines, and following safety procedures while working.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Answered incoming calls, processed requests and relayed messages to appropriate personnel.
- Managed and completed paperwork and overall office administration operations.
- Kept team efficient and on-task by maintaining well-stocked and organized supplies.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Sales and Marketing Representative, Front Rental Counter clerk
McKinney Trailer Rentals
07.2007 - 09.2011
- Maintained all nationwide business accounts
- Organized and planned several daily routes and sales calls on weekly basis to accommodate customer satisfaction
- Created marketing ideas and techniques to supervisors to help promote and market sales
- Coordinated with employees and conducted data analysis, filing and faxing invoices, and creating new contracts
- Contacted regular and prospective customers to demonstrate products, explain product features, and solicit orders
- Recommended products to customers, based on customers' needs and interests
- Responsible for conducting estimates, credit or contract terms, warranties, and delivery dates
- Consulted with clients after sales or contract signings to resolve problems and to provide ongoing support
- Identified prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences
- Monitored market conditions, product innovations, and competitors' products, prices, and sales.
- Identified and developed key operations and influencer relationships within targeted districts.
- Provided written and oral feedback on market conditions, goal attainment and performance appraisals.
- Followed through with leads to close sales over phone, in office and during external consumer engagements.
- Built local sales and marketing plan for each targeted district within defined territory.
- Collaborated with leadership to identify marketing and communication needs for team and stakeholders.
- Monitored personal sales activities to maintain compliance with internal policies and applicable government regulations.
- Tracked sales, service and rental records in computer system.
- Handled high volume of minimum 300 incoming and outgoing telephone calls to meet daily business demand.
- Researched competitor marketing trends and prices using data analysis.
- Organized files and completed paperwork for each service action.
- Advised guests about available products and services to meet individual needs.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Kept records accurate and current by documenting movements in company system.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Education
Diagnostic Medical Sonography Diploma Graduate - Diagnostic Medical Sonography
National Polytechnic College
Los Angeles06.2014
High School Diploma -
Charter Oak High School
Covina, CA01.1997
Skills
- Ability to collaborate, communicate, set priorities, organize, adapt and prioritize in order to meet deadlines, ensuring compliance with established guidelines and policies
- To meet all objectives, provide great customer service, establish professional appearance, great at multitasking under pressure and problem solving, self-sufficient, well organized, team leader, abides by personal values of LDRSHIP, courteous and efficient
- Familiarization with Windows 7, Windows 10, MS Word, MS Excel, PowerPoint, Outlook, cash and credit card handling and collecting, filing numerical and alphabetical and faxing
- Corrective Actions to include Conflict and Complaint Resolution
- Team Player
- Scheduling and Coordinating, managing employees
- Document Management
- Strong Organization
- Staff Training and Development
- Employee Supervision
- Scheduling Coordination
- Interpersonal skills
- Attention to detail
- Vendor relations
Awards
National Defense Service Medal (2009)
Army Service Ribbon (2009)
Drivers Badge (2015)
Basic Leader Course (2016)
Army Component Achievement Medal (2012,2015,2018)
Armed Forces Reserve Medal (2019)
Army Commendation Medal (2014, 2017, 2020)
Timeline
Front Office Manager
Home2 Suites By Hilton Hotel
04.2023 - Current
Beverage Supervisor
Spectra Food Services and Hospitality
07.2018 - Current
Assistant
EasyDial INC
10.2016 - 11.2017
Warehouse Supply Sergeant, Staff Sergeant
United States Army Reserves
07.2009 - 07.2022
Sales and Marketing Representative, Front Rental Counter clerk
McKinney Trailer Rentals
07.2007 - 09.2011
Diagnostic Medical Sonography Diploma Graduate - Diagnostic Medical Sonography
National Polytechnic College
High School Diploma -
Charter Oak High School
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