Kimberly De Los Reyes
Del Rio,TX
Summary
Accommodating Help Desk Coordinator with 7 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
Work History
Help Desk Coordinator
Whitehat Virtual Technologies
04.2017 - 04.2024
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high levels of call flow and responded to technical support needs.
- Logged support tickets and closed when issues were resolved.
- Served as a liaison between IT team and users, fostering effective communication and collaboration.
- Provided on-call support for critical issues related to IT issues.
Hotel Front Desk Receptionist
Ramada Inn Del Rio
05.2009 - 04.2017
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
- Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.
- Contributed to a positive work environment by effectively collaborating with colleagues across various departments.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
- Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
- Completed late check-ins and directed guests to rooms and facilities.
Education
GED -
Del Rio High School
Del Rio, TX09.1990
Skills
- Remote Support
- Ticket management
- Software Knowledge
- Hardware knowledge
- Incident Management
- Logging support tickets
- Customer Support
- Communicating with clients
- Desktop support
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Organizational Skills
- Active Listening
- Friendly and Patient
- Highly Professional
- Customer service expert
- Escalation Handling
Timeline
Help Desk Coordinator
Whitehat Virtual Technologies
04.2017 - 04.2024
Hotel Front Desk Receptionist
Ramada Inn Del Rio
05.2009 - 04.2017
GED -
Del Rio High School
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