Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Francisco Nelson

San Diego,CA

Summary

Dynamic and results-driven professional with extensive experience at Viejas Casino & Resort. Proven track record in decision-making and mentoring, enhancing team performance and operational efficiency. Tech-savvy leader skilled in optimizing workflows and ensuring quality compliance, fostering a culture of excellence and productivity in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Hotel Housekeeping Shift Manager

Viejas Casino & Resort
09.2023 - 07.2025
  • Managed employee schedules to ensure adequate coverage during peak days, resulting in a smoother workflow.
  • Supervised hotel rooms and oversaw quality compliance with company standards.
  • Coached crew members to optimize performance and motivate them toward more efficient work.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.

Hotel Reservations Agent

Viejas Casino & Resort
12.2022 - 09.2023
  • Streamlined reservation processes for increased efficiency and reduced booking errors.
  • Participated in ongoing training programs to enhance skills and stay current on industry trends.
  • Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
  • Utilized various software systems for efficient reservation processing and data management.
  • Coordinated closely with front desk staff to communicate special requests or requirements from guests before arrival.
  • Managed large call volumes, maintaining professionalism and attention to detail under pressure.
  • Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.

Customer Service Representative

Mott&Bow
03.2018 - 04.2021
  • Resolved customer requests by placing orders, checking order statuses, replacements, and refunds.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate product information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires as a trainer assistant, contributing to their successful integration into the team.

Customer Service Representative

Partner Hero
01.2014 - 07.2017
  • Delivered exceptional service to every Coursera customer by leveraging extensive knowledge on enrollments, pricing, general information, and troubleshooting.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer chat & email guidelines for service levels, handle time, and productivity.
  • Conducted QA sessions for new hires and existing team members, ensuring a consistent level of customer service was provided.

Technical Support Representative

Allied Global
02.2012 - 11.2013
  • Assisted customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various issues.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Conducted QA sessions that led to process improvements and increased efficiencies within the department.

Education

High School Diploma -

Bilingual School Saint John The Baptist
San Pedro Sula, Honduras

No Degree - Architecture

University of San Pedro Sula
San Pedro Sula Honduras

Skills

  • Decision-making
  • Workplace safety
  • Punctual and reliable
  • Mentoring and coaching
  • Tech-Savvy
  • Shift leadership

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Hotel Housekeeping Shift Manager

Viejas Casino & Resort
09.2023 - 07.2025

Hotel Reservations Agent

Viejas Casino & Resort
12.2022 - 09.2023

Customer Service Representative

Mott&Bow
03.2018 - 04.2021

Customer Service Representative

Partner Hero
01.2014 - 07.2017

Technical Support Representative

Allied Global
02.2012 - 11.2013

High School Diploma -

Bilingual School Saint John The Baptist

No Degree - Architecture

University of San Pedro Sula

Similar Profiles

CREATE PROFILE