Denisse Olea
Lahaina,HI
Summary
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
12
12
years of professional experience
Work History
Disaster Case Manager
Family Life Center.
Kahului, HI
04.2024 - Current
- Assessed needs of clients and developed individualized service plans to meet those needs.
- Provided direct services to assist survivors in meeting their immediate needs such as housing, food, clothing, medical care, and mental health counseling.
- Maintained contact with local government agencies to ensure client access to available resources.
- Verified eligibility criteria for various programs according to established guidelines.
- Monitored client cases throughout the entire disaster recovery process.
- Participated in regular training sessions on topics related to disaster case management best practices.
- Assessed clients' needs, developed service plans, and monitored progress towards goals.
- Maintained accurate case records and documentation according to agency guidelines.
- Counseled clients on available resources within the community that could help meet their needs.
- Monitored client progress through regular follow-up contacts.
- Provided case management services, including intake, assessment, crisis intervention, advocacy, referral, and monitoring of families.
- Stayed up to date on federal, state and local regulations governing emergency response plans.
Assistant
State Farm Chad Santiago Insurance Agency
Lahaina, HI
02.2021 - 04.2024
- Greeted visitors, clients and guests in a professional manner.
- Answered incoming calls, responded to emails, faxes, and other inquiries from customers and vendors.
- Organized and maintained filing systems for documents and records.
- Assisted in the preparation of reports, presentations and correspondence.
- Provided administrative support to senior management team.
- Maintained an inventory of office supplies ensuring stock levels were adequate at all times.
- Developed positive relationships with internal customers through effective communication techniques.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Maintained accurate records of customer interactions and transactions.
- Verified accuracy of customer data entered into the system.
- Researched relevant policy information to answer customer questions.
- Facilitated payment processing for premium payments and renewals..
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Navigated the computer system to look up customer information and update policies.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Prepared and reviewed insurance claim forms and related documents for completeness.
- Generated weekly progress reports summarizing tasks completed during the week.
Retail Sales Associate
Sephora
Lahaina, HI
08.2021 - 01.2023
- Provided excellent customer service, resolving issues and answering queries promptly.
- Greeted each customer and offered assistance in finding requested items, helping to boost customer satisfaction.
- Provided assistance to customers, helping to find needed products, and introducing new products.
- Demonstrated how to properly use and apply products, enabling customers to learn about features before purchasing items.
- I took part in trainings and workshops, learning about upcoming product launches and new merchandise.
- Stayed up to date on current and emerging trends to increase professional value and meet diverse client needs.
- Followed company policies, rules, and procedures to promote company goals and maintain safety.
- Answered questions about current promotions, and resolved issues according to store policies.
- Restocked and arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
- Handled cash, check, credit, and automatic debit card transactions with 100% accuracy.
- Kept a clean and sanitary work environment to protect customers and staff from infections.
- Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service.
Lead Retail Sales Associate
Scuba Jim’s Of Maui
Lahaina, HI
04.2019 - 07.2021
- Welcomed customers, offering assistance to help find the necessary store items.
- Processed efficient and accurate cash, check, debit, and credit card payments.
- Assisted customers by answering product questions and providing product solutions.
- Kept equipment in good working order with frequent inspections, and minor repairs.
- Patrolled pool areas to identify anyone in need of assistance, and provide immediate care.
- Explained safety rules and procedures regarding ocean and pool activities to guests, to inform and educate.
- Referred guests to local restaurants and recommended attractions in area.
- Performed inventory management duties, such as stocking shelves and placing orders for new merchandise.
- Resolved customer complaints in a professional manner.
- Managed the opening and closing procedures of the store, including cash handling.
Key Holder Supervisor
Alex And Ani
Lahaina, HI
02.2018 - 08.2019
- I greeted each customer and offered assistance in finding requested items, helping to boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Supported managers with organizing the store and showcasing new items in eye-catching displays.
- Processed payments and maintained accurate drawers to meet financial targets.
- Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Guided and supported 2-4 staff members to consistently achieve team and personal goals.
- Distributed responsibilities based on individual capabilities and knowledge.
- Planned and updated work schedules for optimal coverage of expected business needs.
- Worked one-on-one with employees to motivate them while delivering constructive criticism in a busy retail environment.
- Ordered merchandise with accuracy by verifying back stock, and maintaining inventories.
- Collaborated with management to determine key tasks and delegate to staff members.
Tour Receptionist
Westin Ka’anapali Ocean Resort Villas
Lahaina, HI
08.2018 - 03.2019
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Receive and coordinate tour appointments from the marketing team, and maintain and monitor the daily manifest and tour flow.
- Perform opening and closing duties, prepare and distribute accurate reports to all applicable parties, and replenish and maintain the refreshment area.
- Ensure that all promised gifts are distributed to guests according to proper procedures, and are accounted for appropriately.
- Audit tour reports for accuracy.
- Partner with Sales and Marketing Leaders to ensure all service levels are met.
- Monitor tour flow and schedule.
- Facilitated communication through effective management of incoming correspondences, including phone calls, emails, and letters.
Guest Relations Agent
The Ritz-Carlton Kapalua
Lahaina, HI
07.2017 - 02.2018
- Ensure clients are properly greeted upon their arrival, and monitor daily bookings to ensure assigned rooms are prepared prior to check-in.
- Provide upscale guest service experiences for clients throughout their stay.
- Coordinate luggage collection and storage.
- Promptly address guests' requests, such as in-room dining.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Actively listen to, and resolve complaints.
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Coordinate and manage communication between guests and staff, and follow up to ensure we resolve customer concerns.
- Maintained up-to-date knowledge of all hotel services, packages, and promotions.
- Promote all hotel amenities, conveniences, and programs offered. Manage the guest relations team (including receptionists and concierges) to ensure we comply with all standards and operating procedures.
- Maintained records of customer interactions for future reference.
- Collaborated with other departments such as front desk, concierge.
PBX Operator
The Ritz-Carlton Kapalua
Lahaina, HI
11.2016 - 07.2017
- Operated telephone switchboard and routed calls to correct destination.
- Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service.
- Developed and updated the business phone directory to reflect current employees, and other changes.
- Communicated general company information to inquiring customers in a professional and pleasant manner, to project a positive company image.
- Monitored multiple databases to keep track of all company inventory.
- Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls.
- Log all guest requests or issues into the computer, contact the appropriate individual or department (e.g., bell person, housekeeping), and follow up with the guest to ensure their request has been met to their satisfaction.
- Provide information to guests about room features, property amenities, and local areas of interest.
- Assist guests with accessing the Internet.
- Report accidents, injuries, and unsafe work conditions to the manager.
- Created reports detailing all incoming calls received during the day.
Room Service Order Taker
The Ritz-Carlton Kapalua
Lahaina, HI
06.2014 - 11.2016
- Answered calls in a pleasant, calm voice, and asked appropriate questions regarding how many people were dining, verifying the last name and room number.
- Managing multiple phone lines from guests, the front office team, or the housekeeping team.
- Preparing amenities and any food orders.
- Actively participate in training and development programs, and maximize opportunities for self-development.
- Notify guests and management of delays in service delivery.
- Maintain clean and organized work areas throughout their shift.
- Assist in increasing the Room Service Food and Beverage revenues by up-selling to the guests when they place orders.
- Reviewed the contents on food trays to check if the receiving order was complete.
- Worked with food service team members to handle every customer need, and build brand loyalty.
- Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
- Resolved customer concerns and relayed relevant information to the supervisor.
- Followed up with guests regarding order quality to satisfaction.
Hostess
The Westin Ka’anapali Ocean Resort Villas
Lahaina, HI
12.2014 - 05.2015
- I greeted guests entering the restaurant and gathered information to seat groups or place them on the waitlist, distributing pagers to waiting guests.
- Enhanced guests' experiences by fulfilling special requests during visits.
- Answered customer questions about hours, seating, current wait time, and other information.
- Cleaned and restocked the front counter areas, got change for the register, and checked the server supplies.
- Cleaned and inspected food preparation areas for safe and sanitary food-handling practices.
- Assisted in preparing for special functions and banquets by setting up, taking down tables and chairs, and decorating.
- I answered questions about food and order statuses for waiting customers.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Recommended daily specials, wine selections, and desserts to guide patrons toward more profitable items.
Retail Clerk
The Westin Ka'anapali Ocean Resort Villas
Lahaina, HI
09.2013 - 12.2014
- Provided excellent customer service by greeting each customer in a friendly manner.
- Answered phone calls to assist customers with questions, and take food orders.
- Prepared food, including coffee, ice cream, and breakfast, lunch, and dinner items.
- Maintained cleanliness of store by sweeping floors, dusting surfaces, emptying trash cans and mopping spills.
- Helped customers find specific products, answered questions, and offered advice.
- Counted product stock to maintain inventory records.
- Received product orders, unloaded merchandise, and arranged store stock into appealing displays.
- Learned the roles of other departments to provide coverage and keep the store operational.
- Counted drawers at the start and end of shifts to validate daily records and uphold accounting accuracy.
- Kept check-out areas clean, organized, and well-stocked to maintain an attractive store.
Retail Clerk
Cold Stone Creamery
Lahaina, HI
11.2012 - 08.2013
- Provided excellent customer service by greeting each customer in a friendly manner.
- Provided information to customers regarding ice cream flavors, ingredients, and nutritional information.
- Cleaned and organized all areas, including the utensil and napkin station, and restroom facilities.
- Informed shift leaders or management of any obstacles or issues during each shift.
- Processed telephone orders, reviewing, and verifying all information for accuracy.
- Handled cash and credit card transactions quickly and accurately.
- Created eye-appealing, delicious-tasting ice cream treats to keep customers coming back.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Executed all daily tasks and assisted other team members when needed.
Education
High School Diploma -
Lahainaluna High School
Lahaina, HI05.2011
Some College (No Degree) -
University of Hawaii Maui College
Kahului, HISkills
- Fluent in English and Spanish
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Self-motivation
- Leadership
- Adaptability
- Teamwork
- Creativity
- Problem solving
- Organization
- Active Listening
- Multitasking
- Communication Skills
- Computer skills
Timeline
Disaster Case Manager
Family Life Center.
04.2024 - Current
Retail Sales Associate
Sephora
08.2021 - 01.2023
Assistant
State Farm Chad Santiago Insurance Agency
02.2021 - 04.2024
Lead Retail Sales Associate
Scuba Jim’s Of Maui
04.2019 - 07.2021
Tour Receptionist
Westin Ka’anapali Ocean Resort Villas
08.2018 - 03.2019
Key Holder Supervisor
Alex And Ani
02.2018 - 08.2019
Guest Relations Agent
The Ritz-Carlton Kapalua
07.2017 - 02.2018
PBX Operator
The Ritz-Carlton Kapalua
11.2016 - 07.2017
Hostess
The Westin Ka’anapali Ocean Resort Villas
12.2014 - 05.2015
Room Service Order Taker
The Ritz-Carlton Kapalua
06.2014 - 11.2016
Retail Clerk
The Westin Ka'anapali Ocean Resort Villas
09.2013 - 12.2014
Retail Clerk
Cold Stone Creamery
11.2012 - 08.2013
High School Diploma -
Lahainaluna High School
Some College (No Degree) -
University of Hawaii Maui College