Kiara Rivera
East Orange,NJ
Summary
Proven customer service expert with a track record of enhancing guest relations at MGM Hotels And Casino. Skilled in data entry and problem resolution, adept at transforming customer challenges into positive experiences. Demonstrated ability in training peers and managing front desk operations, significantly improving customer satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Care Representative (Fully Remote)
MGM Hotels And Casino
07.2021 - 08.2022
- Assist guests with booking Hotel (Casino, Transient, and Convention) room reservations, restaurant reservations, entertainment and special event reservations; offer information about the resorts, their amenities and the surrounding area.
- Assist Player Development staffs (Slot and Table Casino Hosts) in completing all reservations and various complimentary considerations.
- Answer inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers.
- Ensure that customer requests for reservations and other services are met and confirmed within the guidelines established by management.
Receptionist/Assistant Manager
EC Beauty Spa
03.2019 - 07.2021
- Provided exceptional customer service by addressing client concerns professionally and courteously, contributing to a welcoming atmosphere.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled sensitive information discreetly while performing administrative duties such as filing paperwork and processing payments.
- Enhanced customer satisfaction by efficiently managing front desk tasks such as answering phone calls, scheduling appointments, and greeting clients.
Guest Service Associate
European Wax Center
11.2017 - 04.2019
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
Education
High School Diploma -
05.2015
Skills
- Customer Service
- Data Entry
- Call center experience
- Problem Resolution
- Inbound Customer Service
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Care Representative (Fully Remote) - MGM Hotels And Casino
07.2021 - 08.2022
Receptionist/Assistant Manager - EC Beauty Spa
03.2019 - 07.2021
Guest Service Associate - European Wax Center
11.2017 - 04.2019
NJCU - High School Diploma,
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