Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Hilda Maldonado

Lubbock

Summary

Dynamic and detail-oriented professional with extensive experience in customer service and operations management at Walmart and Extended Stay America. Proven track record in issue resolution and guest relations, enhancing customer satisfaction and loyalty. Skilled in financial transactions and inventory monitoring, consistently achieving performance targets through effective team leadership and strategic planning.

Overview

21
21
years of professional experience

Work History

Full Time Guest Service Representative

Extended Stay America
02.2023 - Current
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Contributed to increase in repeat business by developing strong relationships with guests.
  • Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
  • Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.

Operations Manager

Michaels Arts and Crafts
07.2020 - 10.2022
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.

Assistant Manager

Walmart
02.2017 - 07.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Department Manager

Walmart
04.2004 - 01.2017
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Increased productivity by identifying bottlenecks and implementing targeted solutions.
  • Led cross-functional teams in high-priority projects, ensuring successful outcomes within tight deadlines.
  • Streamlined inventory management processes, resulting in more efficient replenishment system and reduced stock shortages.

Education

High School Diploma -

Floydada High School
Floydada, TX

Skills

  • Customer service
  • Computer skills
  • Guest accommodations
  • Detail-oriented
  • Guest relations
  • Issue resolution
  • Financial transactions
  • Flexible schedule
  • Payment processing
  • Complaint handling
  • Documentation and reporting
  • Key management system
  • Inventory monitoring
  • Hotel software expertise

Languages

Spanish
Native or Bilingual

Timeline

Full Time Guest Service Representative

Extended Stay America
02.2023 - Current

Operations Manager

Michaels Arts and Crafts
07.2020 - 10.2022

Assistant Manager

Walmart
02.2017 - 07.2022

Department Manager

Walmart
04.2004 - 01.2017

High School Diploma -

Floydada High School

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