Gloria Yvette Miranda

• Solved unresolved customer issues.
• Met all customer call guidelines including service levels, handle time and productivity.
• Promptly responded to inquiries and requests from prospective customers.
• Facilitated inter-departmental communication to effectively provide customer support.
• Updated customer orders from start to finish in an accurate and timely manner.
• Maintained accurate records of past due customer account activity.
• Managed work flow to exceed quality service goals.

• . Offered information pertaining to available service and facilities of hotel, points of interest and entertainment attractions.
• . Trained and managed five cage and slot cashiers and achieved significant improvements in there productivity.
• . Paged guests in lobby, dining room, and other parts of hotel.
• . Successfully handled guests complaints and resolved problems for them in a diplomatic manner.
• Devised and published metrics to measure the organization's success in delivering world class customer service.

. Was instrumental in opening new stores throughout Puerto Rico.

. Trained and managed 10-15 employees (all new employees) and achieved significant improvements in their productivity.

. Recommended corrective action to address customer complaints.

. Supervised all new employees, scheduled work hours, resolved conflicts, determined salaries, until individual store was up and running.

. Updated work procedures and prepared work schedules.