Julisiana Olivarez
Springfield,Illinois
Summary
Proven track record in enhancing guest satisfaction and team productivity, notably at the 4th highest ranked Ramada in the world. Skilled in customer service and problem-solving, experience with training staff, fostering a culture of excellence. Achieved notable increases in guest loyalty and team efficiency through innovative management and empathetic communication.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Ramada
01.2019 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
First Assistant Manager
McDonald's Restaurant
10.2015 - 01.2019
- Improved team productivity by implementing efficient staff scheduling and task delegation.
- Boosted sales performance through effective merchandising, inventory management and store layout optimization.
- Enhanced customer satisfaction with excellent service, prompt problem resolution, and attention to detail.
- Streamlined operational processes, reducing errors and improving overall efficiency.
- Led a dynamic team of employees, fostering a positive work environment and promoting growth opportunities.
- Conducted regular employee training sessions to ensure consistent product knowledge and exceptional customer service skills.
Roadside Assistance Escalation Specialist
Morley Inc
03.2013 - 10.2014
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Provided detailed documentation of each call, including mandatory follow ups
Shoe Sales Associate
Kohl's
08.2007 - 09.2013
- Organized store merchandise racks by size, style, and color to maintain clean, visually-appealing showroom.
- Developed rapport with repeat customers, remembering names and preferences to provide tailored shopping experiences each visit.
- Improved overall store appearance through diligent upkeep of shelves, display tables, and fitting areas during shifts.
- Assisted customers in locating desired items promptly, minimizing wait times for optimal shopping experiences.
- Trained new cashiers
Education
No Degree - General Studies
Delta College
Bay City, MIHigh School Diploma -
Arthur Hill High School
Saginaw, MI06.2006
Skills
- Customer Service
- Problem-solving skills
- Hospitality services
- Time Management
- Oral and written communications
- Active and Empathetic Listening Skills
- Administrative Skills
- Professional Documentation
- Training and mentoring
- Conflict Management
- Safety and security procedures
- Information Protection
Certification
I am currently working towards becoming a certified recovery support specialist. My education portion was completed 5/11/24 through SIU School of medicine.
Timeline
Front Desk Agent
Ramada
01.2019 - Current
First Assistant Manager
McDonald's Restaurant
10.2015 - 01.2019
Roadside Assistance Escalation Specialist
Morley Inc
03.2013 - 10.2014
Shoe Sales Associate
Kohl's
08.2007 - 09.2013
No Degree - General Studies
Delta College
High School Diploma -
Arthur Hill High School