Elizabeth Reyna
Harlingen,TX
Summary
Senior Resolution Specialist with a strong foundation in operations management and customer complaint resolution. Enhanced team performance through effective communication and problem-solving strategies, leading to measurable improvements in service quality and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Resolution Specialist
Walmart
08.2022 - Current
- Helped team members develop skills and improve performance to maximize service and productivity.
- Compiled data on trends and identified potential enhancements.
- Monitored calls and proposed improvement plans for struggling representatives.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Night Auditor
Homewood Suites
01.2020 - 03.2020
- Kept accounts in balance and ran daily reports to verify totals.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Night Auditor
Hilton Inn
10.2019 - 01.2020
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Assistant Store Manager
NAPA Auto Parts - Genuine Parts
05.2014 - 09.2019
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Monitored daily cash discrepancies and inventory shrinkage.
Education
High School Diploma -
Harlingen High School South
Harlingen, TX05-1996
Skills
- Organization Skills
- Attention to detail
- Interpersonal Skills
- Customer Satisfaction
- Problem Solving
- Proficient in bilingual communication
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Senior Resolution Specialist
Walmart
08.2022 - Current
Night Auditor
Homewood Suites
01.2020 - 03.2020
Night Auditor
Hilton Inn
10.2019 - 01.2020
Assistant Store Manager
NAPA Auto Parts - Genuine Parts
05.2014 - 09.2019
High School Diploma -
Harlingen High School South