Summary
Overview
Work History
Education
Skills
Work Availability
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Iliana Garcia

Iliana Garcia

Inglewood,CA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

5
5
years of professional experience

Work History

Front Desk Agent

Best Western Hotel
01.2023 - 05.2023
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Enforced policies and procedures to increase efficiency.

Loss Prevention Officer

JCPenney
09.2021 - 12.2022
  • Monitored surveillance cameras and alarm systems to detect suspicious activity.
  • Conducted daily store walk-throughs to identify potential security risks.
  • Patrolled store premises to detect and prevent shoplifting and security breaches.
  • Observed video surveillance systems for prompt emergency response.
  • Investigated and apprehended shoplifters and other potential criminals in store to increase protection and apply safety measures.
  • Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.

Mobile Expert

Arch Telecom Group (t-mobile)
06.2018 - 06.2021
  • Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Upsold customers by recommending accessories and promotions to increase revenue.
  • Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
  • Demonstrated proficient product knowledge to customers and provided detailed product information.
  • Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
  • Increased monthly sales 35% by recommending seasonal buy one get one sales, rebates and limited time offers.
  • Built customer loyalty and retention by delivering excellent shopping experiences.

Education

High School Diploma -

Santa Monica High School
Santa Monica, CA
06.2015

Skills

  • Office Management
  • Guest Inquiries
  • Travel Recommendations
  • Time Management
  • Dynamic Communication Skills
  • Conflict and Issue Documentation
  • Conflict Management
  • Safety and Security Procedures
  • Service Quality
  • Product and Service Sales
  • Customer Service
  • Front Desk Management
  • Problem-Solving Skills
  • Clerical Support
  • Social Perceptiveness
  • Hospitality Service
  • Guest Satisfaction

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Nothing in life is to be feared. It is only to be understood.
Marie Curie

Timeline

Front Desk Agent

Best Western Hotel
01.2023 - 05.2023

Loss Prevention Officer

JCPenney
09.2021 - 12.2022

Mobile Expert

Arch Telecom Group (t-mobile)
06.2018 - 06.2021

High School Diploma -

Santa Monica High School

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Iliana Garcia