Kimberly Zelaya
Dallas,TX
Summary
Proven leader with a track record of enhancing customer satisfaction and reducing operational costs at J National Contractors. Skilled in client relationship building and workforce planning, adept at driving team performance and achieving results through innovative service delivery and strategic resource allocation. Excelled in complaint handling, boosting productivity and collaboration. Results-driven professional leads, motivates and collaborates with teams of mechanics. Experienced in troubleshooting and diagnosing repair issues. Committed to implementing best practices and standards to deliver customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Department Supervisor
J National Contractors
01.2020 - Current
- Continuously updated knowledge on industry trends, staying ahead of competitors in offering innovative services to customers.
- Led cross-functional teams to identify areas of improvement in service delivery and implement best practices accordingly.
- Maintained high levels of safety compliance by conducting regular inspections, enforcing policies, and providing necessary training to staff.
- Boosted productivity within the team through strategic resource allocation based on individual strengths and workload demands.
- Improved customer satisfaction by addressing and resolving service issues in a timely manner.
- Reduced response time for incoming inquiries by improving communication channels between the service department and customers.
- Ensured smooth daily operations by scheduling staff, monitoring workloads, and distributing tasks evenly.
- Established strong relationships with vendors, negotiating favorable contracts for parts, supplies, and equipment.
- Scheduled and oversaw maintenance, repair and installation activities.
- Created and maintained daily and weekly reports for upper management.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Managed budgets and financial planning to reduce operational costs while maintaining service excellence.
- Tracked project costs and other financial metrics to maximize profitability.
- Managed efficient teams of up to 30 employees.
Front Office Manager
Raddison Inn
01.2019 - 01.2020
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Implemented staff training programs, improving employee performance and team cohesion.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Office Manager's Assistant
Scapes Incorporated
02.2017 - 01.2019
- Controlled finances to lower costs and keep business operating within budget.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Established administrative work procedures to track staff's daily tasks.
- Performed research to collect and record industry data.
- Liaised between clients and vendors and maintained effective lines of communication.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
Education
EPA LICENSE - R410A - HVAC Installation And Repair
TECH ZONE HVAC SCHOOL
Irving, TX03.2020
High School Diploma -
Hillcrest High School
Dallas, TX06.2015
Skills
- Client Relationship Building
- Staff Training and Development
- Complaint Handling
- Scheduling and Coordination
- Sales Support
- Workforce Planning
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Multitasking
- Excellent Communication
- Dependable and Consistent
Certification
- EPA License
Languages
Spanish
Native or Bilingual
Timeline
Service Department Supervisor
J National Contractors
01.2020 - Current
Front Office Manager
Raddison Inn
01.2019 - 01.2020
Office Manager's Assistant
Scapes Incorporated
02.2017 - 01.2019
EPA LICENSE - R410A - HVAC Installation And Repair
TECH ZONE HVAC SCHOOL
High School Diploma -
Hillcrest High School
- EPA License
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