Lelani Rosalez
West Valley City,UT
Summary
Proven expertise in guest services and time management, honed across roles from Front Desk Agent at Best Western States to Customer Service Representative at Delta Airlines SLC. Excelled in registration processing and conflict management, achieving high customer satisfaction. Skilled in both administrative tasks and interpersonal communication, consistently driving efficiency and positive outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Best Western States
West Valley City, UT
11.2024 - Current
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Posted incidental charges to ledgers, manually or by using computers.
- Answered telephones and greeted visitors to assist, answer questions and direct.
Caregiver
Self-employeed
San Jose, CA
01.2020 - 01.2024
- Recorded client status progress and challenges in logbooks and reports.
- Maintained detailed records of services performed on clients.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Built strong and trusting rapport with clients and loved ones.
Customer Service Representative
Delta Airlines SLC
Salt Lake City, UT
06.2010 - 10.2020
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
SkyWest Airlines
Salt Lake City, UT
01.2005 - 06.2010
- Managed baggage sorting and routing to correct flights and baggage claim areas.
- Prepared detailed reports summarizing activities performed during shift.
- Performed pre-flight maintenance checks such as tire pressure and fuel levels on ground service equipment.
- Participated in team meetings to discuss performance, safety, and operational improvements.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Maintained on-time connections by guiding aircraft to and from gate positions.
- Used scanners to track parcel information, condition or receipt.
- Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
- Loaded and unloaded aircraft cargo, passenger baggage and freight.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
Education
Associate of Arts - Communications
Salt Lake Community College
Salt Lake City, UT04-2003
Skills
- Registration processing
- Hospitality best practices
- Time management
- Conflict management
- Guest services
- Supply replenishment
- Administrative skills
- Credit and cash payments
Certification
- HOT HULA fitness health instructor
Affiliations
- Polynesian Dance
Timeline
Front Desk Agent
Best Western States
11.2024 - Current
Caregiver
Self-employeed
01.2020 - 01.2024
Customer Service Representative
Delta Airlines SLC
06.2010 - 10.2020
Customer Service Representative
SkyWest Airlines
01.2005 - 06.2010
- HOT HULA fitness health instructor
Associate of Arts - Communications
Salt Lake Community College
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