Destiny Ortiz
Summary
Dynamic Guest Services Coordinator with a proven track record at Fletcher Jones Motorcars, excelling in guest relations and complaint resolution. Achieved a remarkable cost reduction of 86% in fleet expenses while enhancing customer satisfaction through effective training and communication. Detail-oriented team player committed to delivering exceptional service and fostering a positive environment.
Overview
9
9
years of professional experience
Work History
Guest Services Coordinator
Fletcher Jones Motorcars
06.2023 - Current
- Assisted loaner manager on answering phone calls, emails from supporting staff, & managing a fleet of 380 loaner vehicles for our preferred guests.
- Booked service appointments, accepted payments, filed insurance claims for guests that were involved in accidents with our loaners, and answered guest questions.
- Submitted a weekly report to management and was able to get total cost for fleet per month down from $80,000 to $11,000.
- Trained junior team members in customer service strategies and property policies.
- Collaborated with team members to deliver exceptional customer service consistently across all departments.
- Implemented new training procedures for incoming staff, resulting in increased efficiency and reduced onboarding time.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Conducted regular audits of inventory, ensuring that all vehicles in our fleet were accounted for.
- Ensured smooth operational flow during high-occupancy periods by effectively managing tasks within tight deadlines.
- Handled customer complaints to satisfy and retain guests and provide them the "Fletcher Jones Experience".
Concierge
Fletcher Jones Motorcars
01.2022 - 01.2023
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Greeted guests upon arrival and checked them in for there service appointments.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Coordinated transportation arrangements for guests by getting them into loaner vehicles, leading to seamless travel experiences.
- Handled any top off of fluids, adjusting tire pressure, installing parts/license plates on guest vehicles.
Pickup and Delivery Manager
Optima Dealer Services Inc ( Vendor for Fletcher Jones)
11.2018 - 01.2023
- Managed resources effectively to avoid unnecessary delivery delays.
- Supervised delivery staff and general productivity.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Coordinated efficient routes and schedules for 20 team members.
- Oversaw delivery portfolio encompassing local deliveries with 100+ deliveries per week.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Coordinated driver dispatch to accomplish daily delivery requirements.
Loan Coordinator
Loan Depot
03.2016 - 08.2018
- Developed strong rapport with clients and referral partners, leading to increased business opportunities and a growing network of industry contacts.
- Reduced application errors by implementing thorough pre-screening procedures for loan applicants.
- Ensured data integrity by meticulously reviewing financial documents, credit reports, and other supporting materials for accuracy during the application process.
- Managed client expectations by clearly communicating terms, conditions, requirements, and timelines throughout the loan process.
- Enhanced loan processing efficiency by streamlining documentation and communication between departments.
- Contributed to increased sales revenue by identifying cross-selling opportunities while working with clients on their loan applications.
- Developed strong relationships with customers through high levels of customer service.
Education
No Degree - Esthetician License
Advance Beauty College
Garden Grove, CA07-2025
Associate of Applied Business - Business Administration
Irvine Valley College
Irvine, CA06-2020
High School Diploma -
Trabuco Hills High School
Mission Viejo, CA06-2016
Skills
- Strong multitasking
- Customer service standards
- Team player attitude
- Team motivation
- Exceptional communication
- Guest complaint resolution
- Guest relations expertise
- Verbal and written communication
- Detail-oriented
- Team Training
- Guest relations
- Positive demeanor
Timeline
Guest Services Coordinator
Fletcher Jones Motorcars
06.2023 - Current
Concierge
Fletcher Jones Motorcars
01.2022 - 01.2023
Pickup and Delivery Manager
Optima Dealer Services Inc ( Vendor for Fletcher Jones)
11.2018 - 01.2023
Loan Coordinator
Loan Depot
03.2016 - 08.2018
No Degree - Esthetician License
Advance Beauty College
Associate of Applied Business - Business Administration
Irvine Valley College
High School Diploma -
Trabuco Hills High School
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