Lee Ann Gomez
Fernandina Beach,Florida
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. In addition, offers a strong background in customer relations and communication. Organized and dependable candidate who has past experiences working for banks. (Texas State Bank and IBC Bank as a mortgage processor.) I have been successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Club Concierge
Ritz Carlton Hotel Amelia Island
02.2024 - Current
- Assisted clientele with planning itineraries, making transportation arrangements, and booking local attractions or events tickets.
- Monitored facility conditions to ensure cleanliness standards were met consistently, addressing any issues promptly as needed.
- Managed approximately 50-60 phone calls, emails and face to face customer services each day.
- Handles pressure,
- Managed reservation system, confirming bookings accurately while maximizing occupancy rates.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries, requests, and concerns.
- Organized private parties or special occasions at the request of club members, attending to every detail from menu selection to décor choices.
- Increased member retention by creating a welcoming atmosphere and providing personalised recommendations based on individual preferences.
Administrative Assistant / Intake
Blue Ocean Title
03.2021 - 02.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed approximately 30 incoming calls, emails and visits from customers each day.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Conducted research for project proposals, compiling information that supported winning bids.
Operations Manager, Customer Experience
Omni Hotels & Resorts
01.2016 - 03.2020
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Improved onboarding experience for new hires, creating a comprehensive orientation program.
- Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout the hiring process.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Annual budgeting, weekly payroll, forecasting.
Education
Licensed Aesthetician - Aesthetics
Orange Park Cosmotolgy School
Jacksonville2021
Real Estate Sales Agent - Real Estate Sales
South Florida Real Estate School
Naples, FL1995
Real Estate License - Real Estate Sales
Texas School of Real Estate
Houston, TX1990
High School Diploma -
Miami Sunset Senior High School
Miami, FL05.1989
Skills
- Effective Multitasking
- Resourcefulness and Creativity
- Time management expertise
- Sales and Upselling
- Local Area Expertise
- Networking capabilities
- VIP handling
- Travel Arrangements Expertise
- Luxury Brand Awareness
- Customer Service
- Accurate record keeping
- Community Relations
- Quality Assurance
- Consultative Sales
- Time Management
Certification
- Licensed Aesthetician
- Licensed SavServ Manager
Timeline
Club Concierge
Ritz Carlton Hotel Amelia Island
02.2024 - Current
Administrative Assistant / Intake
Blue Ocean Title
03.2021 - 02.2024
Operations Manager, Customer Experience
Omni Hotels & Resorts
01.2016 - 03.2020
Licensed Aesthetician - Aesthetics
Orange Park Cosmotolgy School
Real Estate Sales Agent - Real Estate Sales
South Florida Real Estate School
Real Estate License - Real Estate Sales
Texas School of Real Estate
High School Diploma -
Miami Sunset Senior High School