Julian Rosales

• Managed high-volume call center tasks, maintaining professionalism under pressure and prioritizing customer needs.
• Adapted quickly to new software, tools, and processes introduced in the call center environment, ensuring seamless integration into daily workflow.
• Participated actively in ongoing training sessions to stay current with industry trends and best practices for call center specialists.
• Documented and detailed calls and complaints.
• Provided exceptional customer service, addressing clients' inquiries and resolving complaints promptly.
• Collaborated closely with colleagues across departments to enhance overall client experience

• Always eagerly acknowledge and greet every guest that needs assistance from guest services.
• Actively listen to all of my guests' needs to ensure I am providing the best services available.
• Actively listen to all of my guests needs to ensure I am providing the best services available.
• Ensure to provide accurate and correct information regarding hotel services, amenities, and local attractions.
• Also effectively help clients over the phone to be able to assist with any questions regarding reservations or amenities during their stay.
• Provide the best solutions to my guests when they are dissatisfied or upset to de-escalate and resolve the situation.
• Demonstrated empathy and understanding when a customer is dissatisfied.
• Properly document and report all customer concerns, complaints or incidents.
• Ensure compliance with hotel policies and procedures.
• Consistently review employee resources to ensure I am up to date with new or updated services.
• Work successfully with a diverse group of coworkers to accomplish goals and to be able to service our guests in a quick and proficient manner.

• Greeted customers warmly, fostering a welcoming environment.
• Actively listened to customer concerns, ensuring accurate service recommendations.
• Confirmed understanding with customers to validate their needs and identify additional service opportunities.
• Provided customers with accurate and correct information regarding the cost and timeframes of service.
• Adhered to safety protocols and policies to reduce workplace hazards and increase the safety of customer's and staff.
• Increased sales by effectively communicating with customers about different services and products.

• Extracurricular Activities: Member of the PAL (Partnership at Las

Vegas) Program, a nationally-recognized Career and

Technical Education program