Esmeralda Flores
Pasadena,CA
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
4
4
years of professional experience
Work History
Lead Front Desk
Acuity Eye Group
06.2022 - Current
- Maintain a calm demeanor during high-pressure situations, serving as a role model for other front desk staff members in managing stress effectively.
- Reduce wait times at the front desk by implementing an efficient queuing system that prioritized urgent requests without sacrificing quality service delivery.
- Maintained accurate guest records, ensuring seamless communication between departments regarding special requests or needs.
- Minimize guest complaints by promptly addressing concerns and implementing corrective measures aimed at preventing future occurrences.
- Boost team performance by providing ongoing training and support to front desk staff, fostering a positive work environment.
- Answer multi-line phone system
- Answer questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Lead Cashier
Ulta Salon And Cosmetics
01.2020 - 05.2022
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Coordinated breaks for fellow cashiers to ensure continuous coverage at all times while minimizing downtime.
Education
Bachelors - Psychology
Arizona State University
Associate Degrees - Psychology and Sociology
Pasadena City College
01.2021
Skills
- Exceptional communication
- Document Preparation
- Policy Enforcement
- Facility Management
- Customer Service
- Problem-solving skills
- Guest Services
- Training and mentoring
- Front Desk Management
- Office Management
- Problem-Solving
- Call Answering and Routing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Lead Front Desk
Acuity Eye Group
06.2022 - Current
Lead Cashier
Ulta Salon And Cosmetics
01.2020 - 05.2022
Bachelors - Psychology
Arizona State University
Associate Degrees - Psychology and Sociology
Pasadena City College
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