Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Guillermo Medrano

Coral Gables,FL

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. Bilingual and dedicated to performing at high levels at all times. Hoping to land customer-facing position with room for advancement.

Overview

4
4
years of professional experience

Work History

Front Desk Agent

Westgate Resorts
Miami Beach, FL
06.2020 - Current
  • Used internal software to process reservations, check-ins and check-outs.
  • 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, usually anywhere between 15 to 30 guests per day.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

Tour Desk Gifting Agent

Westgate Resorts
Miami Beach, FL
04.2019 - 03.2020
  • Responsible for providing highest quality of service to guests in an attentive, courteous, and efficient manner, by assisting with tour registrations
  • Entering accurate information into internal data system
  • Administer appropriate gifts to touring guests
  • Kept accounts in balance and ran daily reports to verify totals.

Concierge Agent

NFC Amenity Management
Miami, FL
09.2017 - 02.2018
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Acting as point of reference for residents and guests who need assistance or information
  • Understanding resident’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the internal community

Front Desk Clinical Receptionist

Loria Medical
Doral, FL
05.2016 - 04.2017
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Responsible for scheduling appointments, registering new patients, and updating existing patient demographics by collecting detailed personal and financial patient information

Education

Associate of Arts - Computer Information Systems

Miami Dade College
Miami, FL

Skills

  • Customer Service
  • Account Balancing
  • Data Gathering & Entry
  • Microsoft Office
  • Staff Training
  • Coaching and Mentoring

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Front Desk Agent

Westgate Resorts
06.2020 - Current

Tour Desk Gifting Agent

Westgate Resorts
04.2019 - 03.2020

Concierge Agent

NFC Amenity Management
09.2017 - 02.2018

Front Desk Clinical Receptionist

Loria Medical
05.2016 - 04.2017

Associate of Arts - Computer Information Systems

Miami Dade College

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Guillermo Medrano