Janell Toilolo
Rancho Cucamonga,CA
Summary
Dynamic leader with a proven track record at Hotel Chino Hills, excelling in operations management and customer service. Skilled in negotiation and team building, adept at fostering strong client relationships and enhancing lease renewals. Demonstrates critical thinking and problem resolution, significantly improving customer satisfaction and team efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Macys Department Store
10.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
General Manager
Hotel Chino Hills
12.2021 - 02.2023
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
Leasing Manager
Scottsdale
04.2016 - 09.2021
- Built strong relationships with clients through exceptional customer service, resulting in increased lease renewals.
- Established key relationships with potential leasers and renters.
- Explained terms of lease and amounts to be paid to tenants.
- Organized and hosted community events, fostering a positive living environment for tenants.
- Communicated effectively with owners, residents, and on-site associates.
- Coordinated appointments to show marketed properties.
Education
Associate Of Applied Science - Business
Mt. San Antonio College
Walnut, CA05.2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Resident relations
- Clerical skills
- Maintaining closing ratios
- Property management
- Negotiation expertise
- Report writing
- Department planning
- Type program proficiency
- Lease management experience
- Leasing reports
- Grounds maintenance
- Fair housing laws
- Event planning
- Department oversight
- Operations management
- Leadership and team building
- Problem resolution
- Team player
Timeline
Customer Service Representative
Macys Department Store
10.2024 - Current
General Manager
Hotel Chino Hills
12.2021 - 02.2023
Leasing Manager
Scottsdale
04.2016 - 09.2021
Associate Of Applied Science - Business
Mt. San Antonio College