Cynthia Jimenez
Las Vegas,NV
Summary
Telephone Operator with background assisting customers by phone and in person. Friendly and helpful when answering calls and transferring customers. Knowledgeable about services offered and expert at answering commonly asked questions. Focused multi-tasker when toggling between helping in-person customers and promptly responding to calls.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Front Desk/PBX Hotel Operator
Excalibur Hotel & Casino
Las Vegas
06.2011 - Current
- Participated in emergency preparation meetings to understand crisis management procedures.
- Completed connections between callers, departments and professionals.
- Handled emergency situations by communicating with appropriate departments within the hotel.
- Greeted guests and answered inquiries regarding hotel services, facilities, and hours of operation.
- Created detailed logs of guest complaints or compliments for review by management personnel.
- Provided excellent customer service while maintaining a friendly attitude towards guests at all times.
- Investigated discrepancies between actual charges incurred by guests versus those on their bills.
- Assisted guests with check-ins and check-outs, resolving any issues that may arise.
- Handled incoming and outgoing calls according to standard operating procedures.
Bilingual Customer Service Advocate
Zenith American Solutions
Las Vegas, Nevada
03.2023 - 12.2025
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Advised customers on product features and benefits that best suited their needs.
- Collected deposits or payments and arranged for billing.
- Applied company policies consistently while assisting customers with their inquiries.
- Defined and applied utilization review methods to guarantee conformance with medical coverage plans.
- Verified insurance coverage and eligibility for medical services rendered.
Education
High School Diploma -
Rancho High School
Las Vegas, Nevada06-2028
Skills
- Customer service
- Crisis management
- Billing procedures
- Communication skills
- Call routing
- Hotel software expertise
- Guest relations
- Front desk operations
- Listening skills
- Multitasking
Timeline
Bilingual Customer Service Advocate
Zenith American Solutions
03.2023 - 12.2025
Front Desk/PBX Hotel Operator
Excalibur Hotel & Casino
06.2011 - Current
High School Diploma -
Rancho High School