Janette Bernardi
Bullhead City,AZ
Summary
Dynamic and results-driven professional with extensive experience at Fletcher Jones Toyota, adept in customer relationship management and financial acumen. Leveraged social media marketing and lead generation skills to significantly enhance service quality and sales performance. Recognized for exceptional goal orientation and continuous professional improvement, consistently exceeding business development targets.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Business Development Center Representative
Fletcher Jones Toyota
Las Vegas, NV
07.2013 - 07.2016
- Oversaw quality control to identify inconsistencies and malfunctions.
- Monitored competitors' activities to identify opportunities for improvement in our services.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Assisted in the management of project timelines, ensuring milestones are met and deliverables are achieved.
- Created reports on customer feedback and sales performance for management review.
- Implemented strategies to take advantage of new opportunities.
- Initiated follow-up calls to customers to ensure satisfaction with their experience.
- Supported the development of budgets and financial plans for business development activities.
- Worked closely with the sales team to develop strategies for achieving sales targets and increasing revenue.
- Coordinated with product development teams to inform them of market needs and potential product improvements.
- Analyzed key performance indicators to identify effective strategies.
- Identified areas where processes could be improved upon based on customer feedback.
Front Desk Agent
Binions Gambling Hall and Casino
Las Vegas, NV
02.2004 - 03.2013
- Arranged tours, taxis or restaurant reservations for customers.
- Answered phones, responded to inquiries, and took messages.
- Verified accuracy of room rates and other charges during check-in process.
- Kept records of room availability and guest accounts, manually or using computers.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Posted incidental charges to ledgers, manually or by using computers.
- Ensured that all safety regulations were followed according to company standards.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Processed payments accurately and efficiently.
- Computed bills, collected payments and made change for guests.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Transmitted and received messages using telephones or telephone switchboards.
- Assisted with check-in and check-out procedures for guests.
- Kept accurate records of guest transactions.
- Input and confirmed reservations for guests.
- Verified customer credit to establish payment method for accommodations.
Lead PBX Operator
Towbin Dodge
Las Vegas, NV
06.2000 - 02.2004
- Responded quickly to emergency situations involving the PBX system.
- Acted as liaison between customers and vendors regarding service requests or billing disputes.
- Implemented security measures to protect data integrity within the network.
- Coordinated with vendors for maintenance and upgrades of PBX equipment.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Generated monthly reports summarizing operational activities related to the PBX system.
- Operated telephone switchboard and routed calls to correct destination.
- Completed connections between callers, departments and professionals.
- Processed incoming or outgoing mail, packages or deliveries.
- Trained staff on the use of the PBX system, including features and applications.
- Installed new phone lines, switches, routers, and modems as needed.
- Placed equipment, supplies or catering orders for meetings.
- Collaborated with team members on projects related to improving customer experience.
Hard Rock Hotel And Casino
Hard Rock Hotel And Casino Las Vegas
Las Vegas, NV
02.1998 - 06.2000
- Worked effectively in team environments to make the workplace more productive.
- Operated a variety of machinery and tools safely and efficiently.
- Identified needs of customers promptly and efficiently.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated and maintained databases with current information.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Recognized by management for providing exceptional customer service.
Quick Lube Center Office Manager
Fletcher Jones Chevrolet
Las Vegas , NV
01.1997 - 01.2000
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Interpreted and communicated work procedures and company policies to staff.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Maintained work area and kept cash drawer organized.
- Processed customer payments quickly and returned exact change and receipts.
- Reconciled any discrepancies between physical inventory counts versus computerized records.
- Operated a cash register to ring up sales transactions quickly and accurately.
- Checked in vendors to verify deliveries with invoices.
- Answered customers' questions and provided information on store procedures or policies.
- Answered phone calls promptly and provided information regarding store hours, location, product availability.
- Resolved customer complaints promptly and professionally.
- Ensured accuracy of all paperwork associated with each transaction including invoices, receipts.
- Completed cleaning duties, lot maintenance and gas pump payment system maintenance.
- Welcomed customers, offering assistance to help find store items.
- Performed opening, closing duties such as setting up registers for the day, counting out drawers at night.
- Followed proper safety protocols when handling sharp objects such as knives or scissors.
- Built and maintained productive relationships with employees.
Education
High School Diploma -
Whitcomb High School
Glendora, CA08-1990
Skills
- Goal oriented
- Product knowledge
- Social media marketing
- Lead development
- Financial acumen
- Client onboarding
- Proposal writing
- Continuous professional improvement
- Customer relationship management
- Account development
- Staff training
- Account reconciliation
- Cold calling
- B2C experience
- Lead generation
- Web technologies and services
Certification
- 1997 Certificate of Completion - Topeka Citizens Police Academy
Timeline
Business Development Center Representative
Fletcher Jones Toyota
07.2013 - 07.2016
Front Desk Agent
Binions Gambling Hall and Casino
02.2004 - 03.2013
Lead PBX Operator
Towbin Dodge
06.2000 - 02.2004
Hard Rock Hotel And Casino
Hard Rock Hotel And Casino Las Vegas
02.1998 - 06.2000
Quick Lube Center Office Manager
Fletcher Jones Chevrolet
01.1997 - 01.2000
- 1997 Certificate of Completion - Topeka Citizens Police Academy
High School Diploma -
Whitcomb High School
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