Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Elsa Elizabeth Quenta Lacuta

Summary

Professional with a proven track record in enhancing customer satisfaction and streamlining the boarding process, as demonstrated at DELTA. Expert in passenger assistance and superior customer service, leveraging strong multitasking and exceptional communication skills. Achieved a high percentage of repeat guests by prioritizing efficiency and empathy in every interaction. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

15
15
years of professional experience

Work History

Assistant Administrator

Market “METROPOLITANO”
02.2009 - 11.2018
  • Managed purchasing, stocking and organizing inventory.
  • Managed daily schedules and appointments for senior staff, ensuring timely attendance and optimal productivity.
  • Assisted with employee onboarding process, providing new hires with necessary resources for success in their roles.
  • Maintained office equipment and placed orders for materials in short supply to manage office supply inventory.

Front Desk Receptionist

Hotel LA REYNA
12.2010 - 01.2012
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.

Front Desk Receptionist

HOSTAL “SAN AGUSTIN “
01.2013 - 04.2017
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
  • Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
  • Maintained an organized front desk area that contributed to smooth operations and professional appearance.
  • Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
  • Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
  • Resolved service-related problems and documented actions in system.

Customer Service Cashier

Albertsons
12.2018 - 04.2019
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Counted money in drawers at beginning and end of each shift.

Front Desk Receptionist

Motel 6 Hotel
04.2019 - 08.2019
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
  • Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.

Customer Service Cashier

Smiths Food And Drug
07.2019 - 08.2022
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.

Customer Service Agent

UNIFI Aviation/ DELTA AIRLINES
08.2022 - Current
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Enhanced customer satisfaction by providing timely and accurate flight information.
  • Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
  • Supported colleagues during peak hours by taking on additional tasks when needed.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Education

Bachelor of Business Administration - Business Administration

UNIVERSIDAD CATÓLICA SANTA MARIA
AREQUIPA,PERÚ
11.2018

Hotel Management Bachelor - Hotel, Motel, And Restaurant Management

ESDIT
AREQUIPA ,PERÚ
12.2011

Skills

  • Passenger Assistance
  • Strong multitasking
  • Time management expertise
  • Disability assistance experience
  • Travel documentation verification
  • Airline Policies Knowledge
  • Baggage handling understanding
  • Fluent in Multiple Languages
  • Superior customer service
  • Boarding process efficiency
  • Exceptional communication
  • Gate assignment coordination
  • Ticketing System Knowledge
  • Cross-cultural sensitivity
  • Lost luggage handling
  • Customer Service
  • Active Listening
  • Team Collaboration

Languages

Spanish
Native or Bilingual
English
Full Professional
Portuguese
Elementary

Timeline

Customer Service Agent

UNIFI Aviation/ DELTA AIRLINES
08.2022 - Current

Customer Service Cashier

Smiths Food And Drug
07.2019 - 08.2022

Front Desk Receptionist

Motel 6 Hotel
04.2019 - 08.2019

Customer Service Cashier

Albertsons
12.2018 - 04.2019

Front Desk Receptionist

HOSTAL “SAN AGUSTIN “
01.2013 - 04.2017

Front Desk Receptionist

Hotel LA REYNA
12.2010 - 01.2012

Assistant Administrator

Market “METROPOLITANO”
02.2009 - 11.2018

Bachelor of Business Administration - Business Administration

UNIVERSIDAD CATÓLICA SANTA MARIA

Hotel Management Bachelor - Hotel, Motel, And Restaurant Management

ESDIT

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Elsa Elizabeth Quenta Lacuta