Kimberly Sotelo
Austin,TX
Summary
Goal-driven Receptionist with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential documentation. Efficient Night Auditor known for high productivity and completing tasks with precision. Possess specialized skills in financial reconciliation, guest service management, and reporting accuracy. Excel in time management, problem-solving, and communication, ensuring smooth operations during night shifts. Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods.
Overview
10
10
years of professional experience
Work History
Night Auditor
Downright Hotel
Austin, TX
03.2020 - Current
- Verified customer credit to establish payment method for accommodations.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Greeted arriving guests and checked them in to their rooms.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
- Assisted guests at check-in, providing information on various services within hotel.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Maintained a secure environment for the protection of guests' property and assets.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Posted incidental charges to ledgers, manually or by using computers.
- Computed bills, collected payments and made change for guests.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Coded invoices to maintain organized and accurate records.
- Issued room keys and escort instructions to bellhops.
- Input and confirmed reservations for guests.
Customer Service Representative
Spectum
Austin, TX
01.2022 - 08.2023
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Maintained a high level of professionalism when dealing with difficult customers.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Caregiver
Caring Hands Home Care
Austin , TX
10.2018 - 06.2019
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Maintained detailed records of services performed on clients.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Monitored health and well-being of clients and reported significant health changes.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Monitored vital signs, including blood pressure, temperature and pulse rate.
Childcare Teacher
Rosies Day Care
Austin, TX
05.2016 - 04.2019
- Instructed students on basic life skills such as proper hygiene and self-care.
- Adapted teaching methods to suit different learning abilities and styles within the classroom.
- Ensured compliance with safety regulations related to food handling, sanitation, fire prevention.
- Conducted observations and assessments of children's progress and reported findings to parents and guardians.
- Maintained classroom order by enforcing rules set by administration staff.
- Implemented appropriate discipline strategies when needed.
- Developed and implemented daily lesson plans that promote physical, mental, and social development.
- Modified teaching strategies and techniques to meet the individual needs of children with diverse learning styles.
- Monitored children's play activities to identify additional learning opportunities or behavioral issues.
Call Center Representative
Progressive
Austin, TX
05.2015 - 07.2017
- Maintained records of customer interactions, transactions, comments and complaints.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Offered resolutions to de-escalate calls and solve customer issues.
- Excelled in exceeding daily credit card application goals.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Identified opportunities to upsell additional products or services when appropriate.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Associate of Arts - Psychology
Huston-Tillotson University
Austin, TX05-2023
Skills
- Tracking expenses
- Balancing accounts
- Registration processing
- Balance reporting
- Transaction auditing
- Clerical duties
- Payment oversight
- Posting charges
- Night audit reports
- Monitoring revenue
- Daily transactions review
Timeline
Customer Service Representative
Spectum
01.2022 - 08.2023
Night Auditor
Downright Hotel
03.2020 - Current
Caregiver
Caring Hands Home Care
10.2018 - 06.2019
Childcare Teacher
Rosies Day Care
05.2016 - 04.2019
Call Center Representative
Progressive
05.2015 - 07.2017
Associate of Arts - Psychology
Huston-Tillotson University