Ileana Gonzalo
Las Vegas,NV
Summary
Dynamic and tech-savvy professional with a proven track record at MGM Resorts International and Venetian/Sands excelling in customer service, administrative duties, clerical expertise, efficiency, and reliability. Expert in resolving complex issues, enhancing client satisfaction, and streamlining administrative processes. Demonstrates meticulous attention to detail and a strong commitment to team collaboration and professional communication.
Overview
11
11
years of professional experience
Work History
Concierge
SLS Las Vegas Hotel & Casino
03.2015 - 10.2015
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Administrative Assistant Trade Show Sales
Venetian Hotel & Casino
08.2012 - 06.2014
- Assistant to National Sales Manager for Venetian/Palazzo Sands Convention Sales.
- Prepared and sent out expense reports
- Set up travel arrangements, reservations, meetings, etc.
- prepared, edited, reviewed, and sent out client convention contracts including but not limited to legal verbiage.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Call Center Representative
MGM Resorts International - CORP
02.2005 - 10.2010
- Ensured professional demeanor during high-pressure, high-volume call scenarios.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma - General Education
Silverado High School
Las Vegas, NV06.2002
Skills
- Customer service
- Data entry
- 50 wpm typing speed
- Computer skills
- Office administration
- Administrative support
- Microsoft Word
- Time management
- Microsoft Excel
- File organization
- Microsoft outlook
- Customer and client relations
- Computer proficiency
- Filing
- Critical thinking
- Strong problem solver
- Scheduling
- Documentation and recordkeeping
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Concierge
SLS Las Vegas Hotel & Casino
03.2015 - 10.2015
Administrative Assistant Trade Show Sales
Venetian Hotel & Casino
08.2012 - 06.2014
Call Center Representative
MGM Resorts International - CORP
02.2005 - 10.2010
High School Diploma - General Education
Silverado High School
Similar Profiles
Sheryl DesiertoSheryl Desierto
Senior Inventory Control Specialist at Aria Hotel & CasinoSenior Inventory Control Specialist at Aria Hotel & Casino
Fernando J Junco-GonzalezFernando J Junco-Gonzalez
Employee Relations Coordinator at Treasure Island Las Vegas - TI Hotel & CasinoEmployee Relations Coordinator at Treasure Island Las Vegas - TI Hotel & Casino
Jose "Jay" GonzalezJose "Jay" Gonzalez
Bartender at Caesars Palace Las Vegas Hotel & CasinoBartender at Caesars Palace Las Vegas Hotel & Casino