Laila Gonzalez
Miami
Overview
9
9
years of professional experience
Work History
Transportation Security Officer
TSA
03.2024 - Current
- Enhanced passenger safety by conducting thorough security screenings and inspections of luggage, vehicles, and individuals.
- Assisted passengers with special needs or disabilities during the security screening process, ensuring their comfort and dignity were maintained at all times.
- Detected potential threats by utilizing advanced screening technology, such as X-ray machines and metal detectors.
- Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
- Maintained a high level of situational awareness during peak travel times, enabling quick response to potential issues.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Prevented unauthorized access to restricted areas by verifying identification credentials and maintaining vigilant surveillance.
Paraprofessional
Kelly Educational Services
11.2023 - 03.2024
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
Overnight Guest Service Agent
Cambria Hotel
02.2023 - 11.2023
- Streamlined check-in and check-out processes for improved guest experience.
- Developed strong rapport with guests, resulting in repeat business and personal recommendations.
- Handled cash transactions responsibly, maintaining accurate accounting records for nightly audits.
- Managed guest reservations accurately, ensuring optimal room allocation and customer satisfaction.
- Monitored property security throughout the night, safeguarding guests and hotel assets from potential threats.
Call center agent
Disney Reservations
02.2018 - 03.2023
- Answer incoming calls
- Management and resolve customer complaints
- Sell products and place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
Call center agent
Visa Inc
09.2017 - 02.2018
- Answer incoming calls
- Management and resolve customer complaints
- Sell products and place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
Front Desk Agent/Concierge/PBX/Night Auditor
Ritz Carlton Coconut Grove Miami
05.2016 - 09.2017
- Process guest arrivals and departures including all necessary payments
- Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
- Communicate with all hotel departments efficiently and maintain the function board in the hotel lobby
- Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping dining or entertainment
- Confirmed reservation in system and reviewed all noted information
- Recorded guest comments or complaints referring customers to managers as necessary
- Promoted positive guest relations to all individuals approaching the Front Desk
- Issued keycards and escort instructions to bellhops
- Cleaned and maintained lobby and common areas restocking supplies
- Advised housekeeping staff when rooms have been vacated and are ready for cleaning
- Deposited guest valuables in hotel safes or safe-deposit boxes
Front desk agent/concierge
LaQuinta Inn & Suites Miami Airport East
11.2015 - 05.2016
- Process guest arrivals and departures including all necessary payments
- Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
- Communicate with all hotel departments efficiently and maintain the function board in the hotel lobby
- Answered inquiries pertaining to hotel services guest registration and travel directions or make recommendations regarding shopping dining or entertainment
- Confirmed reservation in system and reviewed all noted information
- Recorded guest comments or complaints referring customers to managers as necessary
- Promoted positive guest relations to all individuals approaching the Front Desk
- Issued keycards and escort instructions to bellhops
- Cleaned and maintained lobby and common areas restocking supplies
- Advised housekeeping staff when rooms have been vacated and are ready for cleaning
- Deposited guest valuables in hotel safes or safe-deposit boxes
Education
Bachelor Of Business Administration - Business Administration
Everest College
Orlando, FL01.2017
Associate Of Business Administration - Business Administration
Everest College
Orlando, FL01.2015
High School Diploma -
Southwest Miami Senior High School
Miami, FL06.2010
Timeline
Transportation Security Officer
TSA
03.2024 - Current
Paraprofessional
Kelly Educational Services
11.2023 - 03.2024
Overnight Guest Service Agent
Cambria Hotel
02.2023 - 11.2023
Call center agent
Disney Reservations
02.2018 - 03.2023
Call center agent
Visa Inc
09.2017 - 02.2018
Front Desk Agent/Concierge/PBX/Night Auditor
Ritz Carlton Coconut Grove Miami
05.2016 - 09.2017
Front desk agent/concierge
LaQuinta Inn & Suites Miami Airport East
11.2015 - 05.2016
Bachelor Of Business Administration - Business Administration
Everest College
Associate Of Business Administration - Business Administration
Everest College
High School Diploma -
Southwest Miami Senior High School
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