Jocelyn Oropeza
Fort Worth,TX
Summary
Customer-centric professional with 20 years in customer service, hospitality, and account management. Expertise in enhancing customer experiences, resolving issues, and managing operations in fast-paced settings. Proven skills in training and developing staff, ensuring compliance with company standards, and optimizing processes.
Overview
34
34
years of professional experience
Work History
FRONT DESK AGENT
TRU By Hilton Northlake
05.2025 - Current
- Process 30–35+ guest check-ins per shift at a 98-room hotel, delivering efficient, welcoming service while managing reservations, room assignments, billing, and guest requests with accuracy and attention to detail.
- Completed 55+ guest departures per shift, ensuring front desk efficiency while supporting breakfast operations through setup, cleanup, and replenishment of food and beverage items.
- Earned 14 Google guest reviews in May 2026, reflecting strong guest engagement and consistently positive service; received numerous additional guest compliments and 5-star reviews for creating welcoming, memorable experiences.
- Resolved and de-escalated guest concerns by actively listening to individual needs, taking ownership of issues, and coordinating solutions, transforming challenging experiences into positive stays that strengthened guest loyalty.
- Coordinated with housekeeping and maintenance teams to prioritize room readiness and address guest needs, minimizing delays while maintaining accurate guest records for smooth daily hotel operations.
GUEST SERVICES & SALES SPECIALIST | PAR 4 SKILL TRAINER
Cracker Barrel Old Country Store Inc.
08.2023 - Current
- Deliver exceptional guest service in a high-volume restaurant and retail environment while creating a welcoming first impression.
- Achieved 19 Cracker Barrel Rewards memberships in one shift, demonstrating strong communication, sales, and customer engagement skills.
- Recognized for outstanding sales performance, including selling 20 Hershey's chocolate bars in a single shift during a company sales promotion.
- Served as a PAR 4 Skill Trainer, training and coaching new-hire Guest Service Specialists (GSS) in the Cracker Barrel way, company standards, service expectations, procedures, and best practices.
- Provide hands-on training and guidance to new team members, helping them develop the knowledge, skills, and confidence needed to succeed in their roles.
- Reinforce Cracker Barrel's "Pleasing People" culture by modeling exceptional guest service and professional behavior.
- Resolved guest concerns promptly and professionally, enhancing satisfaction and loyalty.
- Provided assistance to guests in selecting merchandise and addressing product inquiries. with merchandise selection, product questions, and purchases.
- Supported team members in maintaining service standards, operational procedures, and a positive guest experience.
PHOTO INVENTORY ASSOCIATE
CARVANA LLC
07.2018 - 04.2025
- Operated specialized photography equipment and handheld technology to capture high-quality vehicle images for online inventory.
- Operated specialized photography equipment and handheld technology to capture high-quality vehicle images, enhancing online inventory presentation.
- Evaluated vehicles throughout the reconditioning process and coordinated vehicle movement to maintain efficient workflow and production schedules.
- Evaluated vehicles during reconditioning and coordinated movement, optimizing workflow and ensuring timely production schedules.
- Maintained productivity, accuracy, and quality standards in fast-paced, metrics-driven environment, contributing (add "a" before "environment") to overall operational efficiency.
CUSTOMER SERVICE REPRESENTATIVE
Tanger Outlets
10.2017 - 12.2023
- Ranked #1 among Tanger Outlets CSRs across the U.S. and Canada for Tanger Club Membership sales during Q4 2017 and among the company’s Top 3 CSRs for membership sales for the full 2017 year.
- Engaged shoppers, vendors, and tenants by providing knowledgeable assistance and personalized service, addressing customer questions and concerns to enhance satisfaction.
- Promoted and enrolled customers in Tanger Club Membership, clearly communicating program benefits and fostering relationships that drove customer loyalty and engagement.
- Resolved customer concerns through active listening and problem-solving, delivering personalized service that contributed to positive experiences for shoppers and tenants.
- Recognized for a personable, results-driven approach and supportive teamwork, collaborating with customer service and management teams to uphold Tanger's reputation as a premier shopping destination.
FULFILLMENT ASSOCIATE
Amazon Flex
09.2016 - 06.2018
- Operated handheld scanners to ensure accurate tracking of inventory and shipments.
- Sorted and organized packages by delivery routes to enhance fulfillment efficiency.
- Collaborated with team members to meet daily productivity and fulfillment goals.
- Maintained clean, organized, safe work environment to support operational standards.
- Ensured cleanliness and organization of work area to comply with safety regulations.
INVENTORY SALES ASSOCIATE
Daiso Japan LLC
09.2016 - 10.2017
- Managed inventory through accurate stock counts, timely replenishment, expiration-date monitoring, and loss-prevention practices.
- Managed inventory with accurate stock counts, timely replenishment, expiration-date monitoring, and effective loss-prevention practices to ensure product availability.
- Organized and enhanced merchandise displays while supporting visual merchandising to drive customer engagement and sales.
- Operated POS systems accurately and efficiently while supporting opening/closing procedures and daily store operations.
- Trained and guided new team members on store procedures, product knowledge, and customer service practices to ensure consistent service standards.
ACCOUNT MANAGEMENT / SALES
ABS-CBN BROADCASTING COMPANY
12.1992 - 12.2002
- Consistently met or exceeded monthly sales goals, demonstrating strong account management, relationship-building, and sales performance.
- Managed client relationships and fostered long-term partnerships by understanding client needs and delivering tailored solutions that enhanced satisfaction.
- Developed account strategies and identified growth opportunities by analyzing market trends, client needs, and business objectives.
- Developed account strategies and identified growth opportunities through analysis of market trends and client needs, aligned with business objectives.
- Collaborated with cross-functional teams to create effective client solutions and uphold high service standards.
Education
Bachelor of Science - Psychology
St. Scholastica's College
Manila, PhilippinesSkills
- Front Desk Operations
- Guest Issue Resolution
- Guest relations
- Employee Training & Coaching
- Cash management
- Inventory Management
- Administrative Support
- Account Management
- Retail engagement
- Problem Solving
- Time Management
- Team Collaboration
Languages
- English
- Filipino
Timeline
FRONT DESK AGENT
TRU By Hilton Northlake
05.2025 - Current
GUEST SERVICES & SALES SPECIALIST | PAR 4 SKILL TRAINER
Cracker Barrel Old Country Store Inc.
08.2023 - Current
PHOTO INVENTORY ASSOCIATE
CARVANA LLC
07.2018 - 04.2025
CUSTOMER SERVICE REPRESENTATIVE
Tanger Outlets
10.2017 - 12.2023
FULFILLMENT ASSOCIATE
Amazon Flex
09.2016 - 06.2018
INVENTORY SALES ASSOCIATE
Daiso Japan LLC
09.2016 - 10.2017
ACCOUNT MANAGEMENT / SALES
ABS-CBN BROADCASTING COMPANY
12.1992 - 12.2002
Bachelor of Science - Psychology
St. Scholastica's College