GUADALUPE ALVAREZ III
Haslett,MI
Summary
Personable and dedicated Customer Service Representative with extensive experience in Hospitality and Banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Department of Treasury
Lansing, MI
01.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Investigated discrepancies in taxpayer information to determine the appropriate course of action.
- Reviewed tax returns to ensure accuracy and compliance with applicable laws, regulations, and policies.
- Analyzed complex financial documents such as bank statements, ledgers, and account records.
- Assisted taxpayers in understanding their obligations related to filing taxes.
- Responded to inquiries from taxpayers regarding their accounts or payments due.
Member Experience Associate
Lake Trust Credit Union
05.2022 - Current
- Proactively greeting and interacting with members when visiting the relationship center
- Using the Building Member Wellbeing Model to connect with our members, try to find situations that can be improved, and improve the relationship with the members
- Offer my assistance to improve team cooperation
- Adapted to workplace needs and offered flexibility to ensure team productivity
- Explained banking products and services to customers, including loan options, credit cards, online banking, mobile banking.
- Managed banking relationships and ensured compliance with all banking regulations.
- Assisted customers with account inquiries, transfers, online banking questions, and other banking needs.
- Provided guidance to customers on banking services including loan products, credit cards, and online banking features.
Assistant General Manager
United Hospitality Management
08.2019 - 08.2022
- Started as a Front Desk Agent, and after displaying excellent customer service and leadership I was promoted to Front Desk Supervisor in 2020.
- In August 2021 I was presented role of Assistant General Manager
- Ensured that customer service standards were met or exceeded at all times.
- Managed daily operations of the store, including scheduling and supervising staff.
- Developed and implemented effective strategies to maximize sales and profits.
- Monitored inventory levels and placed orders for new stock as needed.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Analyzed financial data and prepared reports for senior management.
- Identified opportunities for cost savings and operational efficiency improvements.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Evaluated current processes within the store environment to identify areas of improvement.
- Prepared weekly schedules for staff members based on their availability.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Motivated and led team members to work together to achieve targets.
Concierge
Walt Disney Company Parks and Resorts
04.2017 - 08.2017
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Provided detailed information about the Walt Disney World's points of interest, restaurants, transportation options, and other activities.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Processed payments for services rendered using cash register systems or POS terminals when necessary.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
Education
Some College (No Degree) - Hospitality Business
Michigan State University
East LansingSkills
- Restorative
- Learner
- Arranger
- Developer
- Individualization
- Scheduling
- Data Collection
- Consultative Sales
- Complaint resolution
- Data Entry
- Call Management
- Senior leadership support
- Active Listening
- Typing proficiency
- Conflict Resolution
- Customer consulting
- Call Center Operations
- Customer Service
- Order Processing
Certificates And Licenses
- Supervisory Skills Builders, May 2020, Present, Supervisory Skill Builders provides an entertaining approach to building supervisory skills through a series of nine modules. These modules are loaded with need-to-know information on how supervisors should carry out their responsibilities to management as well as employees.
- Hospitality Manager Leadership, May 2020, Present, This course was through AHLEI. It was a course that allowed participants to be introduced to the manager mindset. Descriptive examples of being a good manager while having the ability to run the day-to-day business effectively. Showcasing ways for participants to ensure their employees follow the operation's standards and rules. Showcasing how leadership is about inspiring people and challenging them.
- Hospitality & Tourism Management, April 2020, Present, The hospitality industry is generally recognized as being comprised of four key segments: lodging, food service, transportation, and commercial recreation. Florida Atlantic University's Certificate in Hospitality and Tourism Management program will benefit participants from all segments of the industry, including hotels, restaurants, cruise lines, theme parks, destination marketing organizations, destination management companies, tour operators, travel agencies (both online and brick & mortar), private clubs, casinos, resorts, meetings & events, conventions & visitors bureaus, and the like.
Assessments
- Customer Focus & Orientation, Expert, June 2020, https://share.indeedassessments.com/attempts/e5bb40a3cddbf36046d7a279673c773b
- Front Desk Agent (Hotel), Highly Proficient, June 2020, https://share.indeedassessments.com/attempts/25b39847ade9e9d8d5cf03dd283eba83eed53dc074545cb7
- Scheduling, Proficient, June 2020, https://share.indeedassessments.com/attempts/b8841a26b5c2de3946e14939caf3f7b0eed53dc074545cb7
- Basic Computer Skills: PC, Proficient, June 2020, https://share.indeedassessments.com/attempts/77e62ca611d1e254e73144d5fb551a5beed53dc074545cb7
References
References available upon request.
Timeline
Customer Service Representative
Department of Treasury
01.2024 - Current
Member Experience Associate
Lake Trust Credit Union
05.2022 - Current
Assistant General Manager
United Hospitality Management
08.2019 - 08.2022
Concierge
Walt Disney Company Parks and Resorts
04.2017 - 08.2017
Some College (No Degree) - Hospitality Business
Michigan State University
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