Header Catalan
Silver Spring,MD
Summary
Proven expert in customer service and problem resolution, demonstrated during my tenure at Marriott Hotel. Skilled in multitasking and active listening, I significantly contributed to enhancing guest satisfaction and loyalty. My adeptness in social media marketing led to a noticeable increase in bookings, showcasing my ability to blend hard and soft skills effectively.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Service Expert
Marriott Hotel
07.2023 - Current
- Supported marketing efforts by posting engaging content on social media platforms showcasing the property''s amenities and unique offerings resulting in an increase in bookings.
- Utilized extensive knowledge of local attractions and services to provide tailored recommendations for guests based on their interests.
- Resolved guest complaints swiftly and effectively, ensuring ongoing customer satisfaction.
- Maintained high levels of cleanliness and organization in all public areas, elevating the overall guest experience.
Head Hostess
Outback Steakhouse
02.2023 - 06.2023
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
Team Member
Shake Shack
01.2022 - 12.2022
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
Customer Service Representative
Exclusive Tech Repairs
02.2021 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Northwood Highschool
Silver Spring, MD06-2024
Skills
- Multitasking proficiency
- Strong empathy
- Exceptional communication
- Cash handling expertise
- Active listening
- Customer service
- Data entry
- Problem resolution
- Time management
- Goal oriented
- Critical thinking
- Telephone Communication Skills
Certification
- Google Analytics Individual Qualification (IQ) – Google.
- Help Desk Analyst, Tier 1 Support Specialist - HDI- currently working on getting this certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Korean
Elementary
Interests
- Food Tourism
- Engaging in food photography and sharing culinary creations on social media
- Graphic Design
- I enjoy helping others and giving back to the community
- Web Development and Design
Timeline
Guest Service Expert
Marriott Hotel
07.2023 - Current
Head Hostess
Outback Steakhouse
02.2023 - 06.2023
Team Member
Shake Shack
01.2022 - 12.2022
Customer Service Representative
Exclusive Tech Repairs
02.2021 - 01.2022
- Google Analytics Individual Qualification (IQ) – Google.
- Help Desk Analyst, Tier 1 Support Specialist - HDI- currently working on getting this certification
High School Diploma -
Northwood Highschool
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