Dina Ruano
Las Vegas,NV
Summary
Professional with a very strong background in customer service including interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team leader and collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Housekeeping Supervisor
Park MGM Resort & Casino
08.2022 - 05.2023
- Completed 20 visual and written room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Monitored guest room attendants and housepersons work productivity.
- Maintained a positive productivity percentage.
- Started shift with daily briefings with guest room attendants and housepersons.
Cashier Team Lead
Redbull Wings
05.2021 - 08.2022
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Processed cash purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Developed strong relationships with repeat customers through friendly service interactions.
- Quickly and accurately counted drawers at start and end of each shift.
Guest Room Attendant
The Mirage
11.2009 - 03.2014
- Showed politeness and discretion when dealing with guests and guest property.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
- Handled requests for extra linens, toiletries and other supplies.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Lost and Found Attendant
The Mirage
01.2011 - 09.2011
- Completed incident reports and activity logs for accurate, current records.
- Collected lost and found items from different departments of hotel and casino.
- Organized and stored lost and found items in housekeeping storage room.
- Kept online inventory of lost and found logs.
- Dispersed unclaimed lost and found items following trained steps and protocol.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Provided support during peak periods, effectively managing workload to avoid dropped calls or missed opportunities.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Handled lost and found items with care, reuniting guests with their belongings whenever possible.
- Handled baggage discrepancies effectively, reuniting lost luggage with owners quickly and accurately.
Team Leader Manager
Allied Flooring Services
02.2008 - 02.2009
- Maximized efficiency by removing safety hazards and debris from work areas.
- Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speed.
- Created positive, productive team environments, resolving conflicts quickly.
- Established and maintained performance, quality and service standards for professional customer care.
- Evaluated employee performance and briefed with constructive feedback to improve skills.
Education
GED -
Adult Education - Clark County School District
Las Vegas, NV2009
Skills
- Quality Assurance and Control
- Leadership
- Communication
- Job Assignments
- Detailed Instruction
- Organization
- Customer Service
- Bilingual
- Time management
- Attention to detail
- Complaint Handling
- Customer Engagement
- Online chat and email
- Payment management
- Professionalism and Courtesy
- Money Handling
- Cash counting
- Friendly
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Housekeeping Supervisor
Park MGM Resort & Casino
08.2022 - 05.2023
Cashier Team Lead
Redbull Wings
05.2021 - 08.2022
Lost and Found Attendant
The Mirage
01.2011 - 09.2011
Guest Room Attendant
The Mirage
11.2009 - 03.2014
Team Leader Manager
Allied Flooring Services
02.2008 - 02.2009
GED -
Adult Education - Clark County School District
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