HORTENSIA GONZALEZ
New York,NY
Summary
A high-performing, experienced Customer Service Professional with exceptional interpersonal skills, seeking to secure the Data Entry position with the Microsoft Corporation
Overview
11
11
years of professional experience
Work History
Bi-lingual Guest Service Agent/ PBX Operator
Hilton Garden Inn Central Park South
03.2015 - 03.2020
- Successfully check in/check out guests, answer and resolve questions, requests and complaints in both English and Spanish in an utmost professional manner
- Expertly resolve and enter in-house guests' requests and hotel service maintenance issues on the Hilton's service-pro system, dispatch appropriate department in a prompt and efficient manner
- Accurately book and/or cancel room reservations on the Hilton's OnQ hotel desk app system, faxed or emailed by 3rd party websites: Tourico, Hotel Tonight, Agoda, Expedia, Booking.com, etc
Hotel Coordinator
Atlas Air Worldwide Holdings
10.2011 - 12.2013
- On an overnight basis, answered over 100 telephone calls and emails to successfully resolve inquiries and issues from the In-flight crew, Operations Department, Management and hotels around the world
- Booked over 50 hotel accommodations for Pilots, Flight Attendants, Corporate Executives and Consultants, ran nightly audit reports on hotel room requests status
- Performed numerous Administrative duties
Crew Scheduler
North American Airlines
09.2010 - 09.2011
- Highly skilled on the Federal Aviation Administration (FAA) regulations and Crew Scheduling policy and procedures
- Coordinated scheduling and notification of crew member's flight assignment on a daily, weekly and monthly basis
- Prepared daily operational reports and audits to ensure the company operated on the utmost current flight information
Bi-lingual Global Customer Support Representative
Bloomberg LP
11.2008 - 11.2009
- Answered over 100 calls and emails to resolve software and hardware issues; escalated client to the appropriate resolution departments
- Consistently recognized by Management for exceeding quota of over 85% customer service excellence
- Mentored new hires, and educating them on customer service and sales prospecting procedures, monitored their skills, and advised them on necessary areas of improvement in order to achieve corporate goals
Education
Some College (No Degree) - Business Administration
Borough of Manhattan Community College
New York, NY2026
CareerNET Certificate - Microsoft Office Suite
Columbia University/ Community Impact
New York, NY2008
Skills
- High customer service standards and expertise
- Proficient with Microsoft Office Suite
- Superb listening, verbal and written communications skills in English and Spanish; conversational Portuguese
- Types over 35 wpm with great attention to details
- High schedule flexibility, fast learning team player with a dedicated mature ability to work independently
- Strong solution seeking, problem solving abilities
- Excellent organizational and multi-tasking skills with a high ability to work under deadline pressures
- Effective in handling difficult and sensitive situations
Affiliations
Dress For Success : Alumni 2010, Professional Women's Group
StreetWise Partners/ Marsh McLennan: Alumni 2010, Professional Career Development
StreetWise Partners/ Marsh McLennan: Alumni 2010, Professional Career Development
Additional Information
Winner of the Excellence in Customer Service Awards 2015, 2016 and Caught in the Act of Caring Awards; 2 quarters, 2016
Volunteer Work: City Harvest NYC, GOD's Love We Deliver, Holy Apostle's Soup Kitchen and Journey Church NYC.
Additional language skills: basic conversational Portuguese, verbal understanding of Italian and Greek
Interests include learning new languages: French, German, Japanese, Chinese and Arabic
Reading books: Life and Professional Career Development, Computer Technology, Alternative Holistic Medicine, Health & Wellness, Travel & Foreign cultures and Languages
Timeline
Bi-lingual Guest Service Agent/ PBX Operator
Hilton Garden Inn Central Park South
03.2015 - 03.2020
Hotel Coordinator
Atlas Air Worldwide Holdings
10.2011 - 12.2013
Crew Scheduler
North American Airlines
09.2010 - 09.2011
Bi-lingual Global Customer Support Representative
Bloomberg LP
11.2008 - 11.2009
Some College (No Degree) - Business Administration
Borough of Manhattan Community College
CareerNET Certificate - Microsoft Office Suite
Columbia University/ Community Impact
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