Helena Hernandez
Phoenix,US
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
18
18
years of professional experience
Work History
Concierge Agent
Revel Communities
Scottsdale, AZ
12.2024 - Current
- Managed multiple tasks simultaneously while ensuring accuracy and quality of work.
- Resolved customer complaints in a professional manner while upholding company policies.
- Ensured compliance with all hotel safety and security policies.
- Escorted VIPs during their stay providing them with personalized attention.
- Developed relationships with local vendors and service providers to enhance guest experiences.
- Acted as a liaison between hotel management and guests to address special needs or concerns.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Adhered to all regulations set by local health authorities in regards to hygiene standards.
Night Manager
Toscana at Desert Ridge
12.2015 - 04.2023
- Oversee night shift operations, ensuring compliance with all policies and procedures.
- Coordinate with day shift staff to ensure seamless handovers and resolve any outstanding issues.
- Supervise and support night staff by assigning tasks and managing schedules.
- Serve as the point of contact for escalated issues during the night.
- Address guest or customer inquiries and complaints promptly and professionally.
- Monitor service quality to ensure a positive customer experience.
- Maintain detailed logs of incidents, operational updates, and staff performance for management review.
- Conduct regular patrols to ensure the safety and security of the property, personnel, and assets.
- Monitor surveillance systems, and investigate any suspicious activity.
- Respond quickly to alarms, medical emergencies, or other urgent situations.
- Coordinate with law enforcement or emergency services as needed.
- Manage access points to ensure that only authorized personnel enter restricted areas.
- Enforce company security protocols to protect assets and information.
- Ensure adherence to company rules, safety procedures, and legal regulations.
Seasonal Driver
UPS
10.2020 - 01.2021
- Efficiently picked up and delivered packages to customers within strict timelines
- Provided excellent customer service while adhering to company policies and procedures
- Utilized critical thinking and problem-solving skills to optimize delivery routes and handle unexpected situations
Payroll Accountant
PCS - Payroll Control Systems
09.2015 - 06.2016
- Processed payroll accurately and efficiently for a large number of employees
- Ensured compliance with all relevant tax laws and regulations
- Addressed and resolved payroll discrepancies in a timely manner
Operations Manager, Phoenix Division
Arizona Shuttle
12.2006 - 10.2014
- Utilized Microsoft Office Suite for daily operations and reporting
- Implemented innovative programs that increased employee loyalty and reduced turnover
- Trained, coached, and mentored staff to ensure smooth adoption of new programs and processes
- Served as a key support system for the entire company, coordinating with multiple offices and managers
- Maintained the applicant tracking system and organized all new hire, security, and temporary paperwork
- Oversaw daily operations, including staff management, scheduling, and payroll administration
- Improved staff retention rate by 40% through mentorship and professional development programs
- Spearheaded the development and growth of the Phoenix division from inception to a team of 30 employees
Education
High School Diploma -
HOME SCHOOLED
01.1999
Continuing Professional Development -
LINKEDIN LEARNING
01.1999
Skills
- Microsoft Office Suite
- Documentation & Record Keeping
- Customer Service Excellence
- Problem Solving & Critical Thinking
- Attention to Detail
- Technology Proficiency
- Team Collaboration
- Process Improvement
- Operational Optimization
Continuingeducation
LinkedIn Learning, Continuing Professional Development
Timeline
Concierge Agent
Revel Communities
12.2024 - Current
Seasonal Driver
UPS
10.2020 - 01.2021
Night Manager
Toscana at Desert Ridge
12.2015 - 04.2023
Payroll Accountant
PCS - Payroll Control Systems
09.2015 - 06.2016
Operations Manager, Phoenix Division
Arizona Shuttle
12.2006 - 10.2014
High School Diploma -
HOME SCHOOLED
Continuing Professional Development -
LINKEDIN LEARNING
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