Katherine Reyes
Chelmsford,MA
Summary
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
8
8
years of professional experience
Work History
Night Auditor
Homewood Suites by Hilton
11.2023 - 05.2025
- Conducted audits of financial transactions for compliance.
- Oversaw night shift operations ensuring smooth hotel functioning.
- Reconciled revenue reports, quickly resolving discrepancies.
- Mentored junior staff on procedures and customer service standards.
- Enhanced nightly closing efficiency through process improvements.
- Ensured guest safety by monitoring security protocols overnight.
- Addressed guest inquiries effectively providing exceptional service.
- Worked with management to improve night shift operational strategies.
Consumer Relations Representative
Premier Response
06.2022 - 11.2023
- Responded to inquiries from USA and Canada consumers.
- Balanced calls and emails while meeting service goals.
- Delivered information regarding products and services.
- Troubleshot and resolved product-related issues.
- Documented customer interactions for record updates.
- Kept current with product and service developments.
- Implemented creative solutions to boost customer retention.
- Managed multiple inquiries with accuracy and efficiency.
Front Receptionist/Night Auditor
Sure Stay by Best Western
11.2021 - 05.2022
- Register rooms and assist guests with inquiries about services and directions.
- Maintain records of room availability, accounts, and manage reservations.
- Calculate bills, process payments, and handle charge postings manually or electronically.
- Handle incoming and outgoing calls, messages, and faxes using various communication methods.
- Ensure accurate accounting for guest statements and assist with checkout payments.
- Record guest feedback and escalate complaints to management as needed.
Customer Relations Agent
Solo Spa Club
07.2021 - 10.2021
- Welcome and acknowledge guests over phone per company standards.
- Deliver information accurately and professionally.
- Assist with hotel and spa reservations.
- Promote services and specials when suitable.
- Provide friendly, upbeat service at all times.
- Handle emails and voicemails for the team.
- Maintain confidentiality of proprietary information.
- Keep areas neat and sanitary.
Customer Service/Logistics Coordinator
Select Express & Logistics
08.2017 - 12.2019
- Managed 50+ customer interactions daily, providing personalized and polite service to boost retention and satisfaction.
- Ensured prompt responses to customer inquiries by following company protocols for individual accounts and making up-sells.
- Collected customer data including name, address, phone, credit card details, and entered it into software for order completion.
- Trained new employees on customer service scripts, conflict resolution, and data entry processes.
- Collaborated with account managers and vendors to enhance customer satisfaction across all interactions.
- Coordinated with drivers, dispatchers, and management to complete deliveries accurately and efficiently.
Store Manager/Sales Manager
Cricket Wireless
01.2017 - 11.2017
- Achieved weekly and monthly sales goals.
- Entered daily transaction data.
- Assembled promotional displays to boost sales.
- Greeted customers to identify wants and needs.
- Assisted customers in person and by phone.
- Conducted employee interviews, hiring, and training.
Education
High School Diploma -
Union Hill High School
01.2008
Skills
- Front desk operations
- Multitasking and organization
- Problem-solving
- Strong work ethic
- Punctual and dependable
- Customer service
- Customer relations
- Complaint handling
- Conflict resolution
- Computer proficiency
Languages
Spanish
Native or Bilingual
Timeline
Night Auditor
Homewood Suites by Hilton
11.2023 - 05.2025
Consumer Relations Representative
Premier Response
06.2022 - 11.2023
Front Receptionist/Night Auditor
Sure Stay by Best Western
11.2021 - 05.2022
Customer Relations Agent
Solo Spa Club
07.2021 - 10.2021
Customer Service/Logistics Coordinator
Select Express & Logistics
08.2017 - 12.2019
Store Manager/Sales Manager
Cricket Wireless
01.2017 - 11.2017
High School Diploma -
Union Hill High School
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