Erota Hidego
Customer Service Representative
San Diego,CA
Summary
Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily.
Outgoing and friendly receptionist delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data-entry and database administration.
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Dedicated Industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
SOC/GSOC Operator
Securitas Security Services USA
San diego, Ca
05.2025 - Current
- Conducted thorough investigations into security breaches, ensuring appropriate follow-up actions were taken.
- Enhanced GSOC operations by implementing advanced monitoring techniques and tools.
- Leveraged technology solutions to enhance real-time monitoring capabilities within the GSOC environment.
- Maintained strict confidentiality and discretion when handling sensitive information, ensuring the privacy of client data.
- Utilized data analysis tools to identify patterns in security incidents, contributing to proactive prevention measures.
- Supported the onboarding process for new team members by providing guidance on GSOC protocols and best practices.
- Collaborated with cross-functional teams to develop and implement emergency response plans.
- Provided timely support during crisis situations, assisting with evacuation planning and resource allocation as needed.
- Maintained accurate records of all security incidents, utilizing information for future risk assessments and mitigation strategies.
- Evaluated and refined standard operating procedures for continuous improvement in GSOC operations.
- Ensured compliance with relevant regulations and standards by conducting regular review of GSOC policies and procedures.
- Optimized response times to security incidents through effective communication and coordination with team members.
- Developed comprehensive training materials for new operators, ensuring consistent protocol adherence across the team.
- Increased situational awareness by maintaining up-to-date knowledge of global events and potential threats.
- Monitored CCTV cameras and alarm systems for security breaches.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Wrote detailed reports of all security breaches and investigations.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Issued access cards to authorized personnel to monitor access points.
Lobby Officer/Security Rover
Securitas Security Services USA
San diego, Ca
11.2024 - 05.2025
- Enhanced lobby security by implementing strict visitor management procedures.
- Streamlined front desk operations by developing efficient processes for handling visitor check-in and badge issuance.
- Managed access control systems, granting appropriate levels of entry to employees and guests while maintaining security standards.
- Assisted in emergency situations, effectively coordinating with first responders for prompt resolution.
- Contributed to an organized work environment by keeping track of lost-and-found items in the lobby area.
- Promoted excellent communication among team members, fostering a collaborative work environment that enhanced overall performance.
- Improved building safety by conducting regular inspections and reporting any potential hazards or maintenance issues.
- Upheld company policies and procedures consistently while interacting with staff members and guests alike.
- Maintained a welcoming atmosphere by providing exceptional customer service to visitors and staff members.
- Liaised with local law enforcement agencies when necessary, supporting investigations or reporting suspicious behavior promptly.
- Coordinated with building management to address any concerns related to facility upkeep or tenant needs.
- Optimized response times during emergencies by participating in regular drills and training sessions.
- Prevented property damage by swiftly addressing suspicious activities or individuals within the lobby area.
- Reduced unauthorized access incidents through diligent monitoring of CCTV and alarm systems.
- Ensured safety of personnel and visitors by managing access control systems and verifying credentials.
- Responded to emergencies promptly, providing assistance and coordinating with law enforcement when necessary.
- Maintained detailed records of daily activities, ensuring accurate documentation for management review.
- Provided exceptional customer service, assisting visitors with directions and answering general inquiries.
- Conducted thorough investigations into reported incidents, gathering evidence and documenting findings for further action.
- Collaborated with other security staff to maintain a cohesive team approach to facility protection.
- Enhanced security measures by conducting regular patrols and monitoring surveillance equipment.
Family Caregiver
Self-Employed
San Diego, Ca
08.2022 - 01.2023
- Increased independence for patients with mobility limitations by providing appropriate assistive devices and home modifications.
- Collaborated closely with interdisciplinary healthcare teams, integrating recommendations from professionals into comprehensive patient care plans.
- Provided emotional support to families by offering compassionate guidance on caregiving techniques and coping strategies.
- Provided end-of-life care and support for patients and their families, ensuring dignity, comfort, and emotional closure during difficult times.
- Ensured safety and comfort for patients through meticulous attention to detail in administering medications, hygiene assistance, and mobility support.
- Contributed to a positive atmosphere within the home setting by engaging in meaningful conversations and recreational activities with patients.
- Facilitated open communication between family members and healthcare providers, fostering collaborative decision-making regarding patient care.
- Supported patient nutrition by preparing healthy meals based on dietary restrictions and preferences.
- Coordinated healthcare appointments for patients, ensuring timely access to necessary medical services.
- Managed household tasks efficiently, creating a clean and organized living environment conducive to patient wellbeing.
Receptionist
JFK Center
Washington, DC
07.2021 - 08.2022
- Answered central telephone system and directed calls accordingly.
- Confirmed appointments, communicated with clients and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered phone promptly and directed incoming calls to correct offices.
Front Desk Agent
Courtyard by Marriott
San Diego, CA
10.2019 - 03.2020
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Answered multi-line phone system and enthusiastically greeted callers.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Collected room deposits, fees and payments.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Assisted at front desk when and handled purchases at gift shop.
- Designed employee work schedules to address complete operational needs.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Hostess
Gaylord National Resort & Convention Center
Oxon Hill, MD
02.2018 - 07.2019
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Informed servers of newly seated parties for speedy service.
- Assisted managers with quickly resolving service- and food-related issues.
- Answered customer questions about hours, seating and menu information.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Documented reservations and communicated changes to guests.
- Planned and executed Number-guest parties by organizing menus, spaces and special requests.
- Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Collaborated with kitchen to inform customers of wait times and answer questions about food.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
Marketplace Attendant
Gaylord National Resort & Convention Center
Oxon Hill, MD
11.2017 - 02.2018
- Responded to all customer inquiries thoroughly and professionally.
- Determined customer needs by asking relevant questions and listening actively to responses.
- Follow all opening and closing procedures for the Marketplace.
- Must stock and organize all Marketplace retail and food and beverage products.
- Follow all Company and safety procedures.
- Must follow Marketplace cash handling policies.
- Responsible for all cash and credit card transactions for your shift.
- Adhere to all local, state, and federal guidelines.
- Complete various additional tasks and assignments as needed.
- Understand menu content, any menu changes, and promotional activities.
- Keep your service area clean, tidy, and well-prepared.
- Efficiently manage the proper settlement of all customer accounts
Guest Service Agent
Sheraton Hotel & Resorts
San Diego, CA
01.2016 - 05.2017
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Assisted with coordination and hosting of company events.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Produced high-quality communications for internal and external use.
- Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Edited documents to improve accuracy of language, flow and readability.
- Trained new employees on administrative procedures, company policies and performance standards.
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Organized, facilitated and participated in community service efforts.
- Reconciled account files and produced monthly reports.
- Interacted with customers by phone, email or in-person to provide information.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
- Delivered clerical support by handling range of routine and special requirements.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Diploma- Honors - General Studies
Helix Charter High School
La Mesa, CA 08.2010 - 06.2014
Associate Of Arts And Sciences - General Studies
San Diego City College
San Diego, CA 08.2015 - 05.2017
Skills
Security awareness
Office administration
Bilingual
Professional demeanor
Time management
Organization skills
Verbal and written communication
Scheduling
Ownership
Transcription and dictation
Automated telephone systems
Critical-Thinking
Team Building
Word processing
File management
Customer/Client relations
Timeline
SOC/GSOC Operator
Securitas Security Services USA
05.2025 - Current
Lobby Officer/Security Rover
Securitas Security Services USA
11.2024 - 05.2025
Family Caregiver
Self-Employed
08.2022 - 01.2023
Receptionist
JFK Center
07.2021 - 08.2022
Front Desk Agent
Courtyard by Marriott
10.2019 - 03.2020
Hostess
Gaylord National Resort & Convention Center
02.2018 - 07.2019
Marketplace Attendant
Gaylord National Resort & Convention Center
11.2017 - 02.2018
Guest Service Agent
Sheraton Hotel & Resorts
01.2016 - 05.2017
Associate Of Arts And Sciences - General Studies
San Diego City College
08.2015 - 05.2017
Diploma- Honors - General Studies
Helix Charter High School
08.2010 - 06.2014