Summary
Overview
Work History
Education
Skills
Timeline
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Latricia Somesso

Coral Gables,Florida

Summary

Accomplished Operations Customer Service Manager with a proven track record at Brilliant Customer Solutions Inc, enhancing customer satisfaction and optimizing team performance. Expert in customer service optimization and staff training, I've driven significant improvements in operational efficiency and team development. Skilled in escalation management, ensuring high levels of client loyalty and operational excellence.

Overview

15
15
years of professional experience

Work History

Operations Customer Service Manager

Brilliant Customer Solutions Inc
10.2010 - 02.2020
  • Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
  • Established performance metrics for customer service team, driving continuous improvement and accountability.
  • Led by example, fostering environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
  • Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
  • Established lasting partnerships with vendors through strong relationship-building skills, negotiating favourable terms that benefited both parties involved.
  • Optimized resource allocation by analyzing data trends and adjusting staffing levels accordingly, reducing operational costs.
  • Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.

Property Management Assistant

Southern States Management Group
01.2009 - 10.2010
  • Assisted property manager in conducting regular inspections to maintain property standards and address any issues proactively.
  • Maintained positive relationships with tenants through clear communication and prompt responses to inquiries or concerns.
  • Enhanced tenant satisfaction by promptly addressing maintenance requests and ensuring timely resolution.
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Prepared and maintained accurate records of tenant communication, lease agreements, and payment history for streamlined operations.
  • Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
  • Coordinated with vendors for cost-effective maintenance services, contributing to budget control.
  • Promptly responded to tenant complaints and concerns for over [Number] properties.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.

Hotel Night Auditor

Howard Johnson Inn
08.2005 - 01.2009
  • Balanced hotel accounts and resolved discrepancies.
  • Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
  • Set up and entered financial data into spreadsheets using Microsoft Excel.
  • Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
  • Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
  • Assisted guests with special requests or accommodations, ensuring comfortable stay at hotel.
  • Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
  • Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
  • Performed daily inventory for keys and linens and detailed information in audit reports.
  • Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
  • Performed nightly updates to room charges and rates.
  • Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
  • Supported overall hotel operations by performing ad-hoc administrative tasks during slower periods on the night shift.
  • Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positivity, and welcoming.

Education

Associate of Science - Nursing

Washburn University of Topeka
Topeka, KS
05.2004

High School Diploma -

Sandalwood High School
Jacksonville, FL
06.1996

Skills

  • Customer Satisfaction
  • Staff Training and Development
  • Customer service optimization
  • Team Development
  • Escalation management
  • Online chat and email
  • Call center experience

Timeline

Operations Customer Service Manager

Brilliant Customer Solutions Inc
10.2010 - 02.2020

Property Management Assistant

Southern States Management Group
01.2009 - 10.2010

Hotel Night Auditor

Howard Johnson Inn
08.2005 - 01.2009

Associate of Science - Nursing

Washburn University of Topeka

High School Diploma -

Sandalwood High School

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Latricia Somesso