Kelsey Rubio
Rancho Cucamonga,CA
Summary
Proven in enhancing guest experiences at Hilton Garden Inn Hotel, I excel in VIP guest handling and exceptional communication, leading to significant improvements in guest satisfaction and loyalty. My strong empathy and expertise in complaint handling have consistently resolved conflicts, fostering positive feedback and repeat business.
Overview
8
8
years of professional experience
Work History
Guest Relations Associate
Hilton Garden Inn Hotel
03.2020 - Current
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Ensured prompt delivery of requested items such as extra pillows or blankets, enhancing guest comfort during their stay.
- Safeguarded sensitive information by adhering to privacy policies when handling confidential guest data.
- Facilitated smooth communication between guests and hotel staff by serving as a point-of-contact for inquiries or concerns.
Customer Service Representative
Circle K
04.2019 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Support Specialist
T Mobile
10.2016 - 02.2019
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Education
Hotel Guest Relations
Chaffey College
Rancho Cucamonga, CAHigh School Diploma -
Upland High School
Upland, CA06.2011
Skills
- VIP guest handling
- Strong empathy
- Guest satisfaction focus
- Exceptional communication
- Local Area Knowledge
- Complaint Handling
- Hospitality Management
Timeline
Guest Relations Associate
Hilton Garden Inn Hotel
03.2020 - Current
Customer Service Representative
Circle K
04.2019 - 02.2020
Customer Support Specialist
T Mobile
10.2016 - 02.2019
Hotel Guest Relations
Chaffey College
High School Diploma -
Upland High School
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