Katherine Pimienta
Summary
My experience with customer service is about 15 years. I am a competent, loyal, hard working employee with the ability to achieve tasks when working alone or as part of a team. I am punctual with an excellent attendance record. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Reliable agent well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style.
Overview
12
12
years of professional experience
Work History
Front Desk Agent
Embassy Suites
03.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Cashier/Manager
Sunoco Gas Station
03.2012 - 01.2023
- Resolved customer complaints quickly to maintain customer satisfaction.
- Built positive relationships with customers to increase repeat business.
- Quickly and accurately counted drawers at start and end of each shift.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
Quality Inn
Front Desk Agent
05.2020 - 02.2021
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Education
Associate of Arts - Office Management
Lincon Tech
Palm Beach, FL05.2009
Associate of Science - Dental Assisting
Lincoln Technical Institute - Palm Beach
Palm Beach, FL08.2008
GED -
Job Corps
Aguadilla06.2000
Associate of Science - Home Health Aide
Job Corps
Aguadilla03.2000
Skills
- Credit and Cash Payments
- Information Protection
- Guest Relations
- Room Assignments
Languages
Spanish
Full Professional
Timeline
Front Desk Agent
Embassy Suites
03.2023 - Current
Quality Inn
Front Desk Agent
05.2020 - 02.2021
Cashier/Manager
Sunoco Gas Station
03.2012 - 01.2023
Associate of Arts - Office Management
Lincon Tech
Associate of Science - Dental Assisting
Lincoln Technical Institute - Palm Beach
GED -
Job Corps
Associate of Science - Home Health Aide
Job Corps
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