Lilia E. Soriano
North Richland Hills,TX
Summary
Dedicated and focused associate who excels at prioritizing and completing multiple tasks simultaneously. Specializing in administrative support for busy companies. Committed to delivering high-quality results with little supervision. Energetic, organized, and professional.
Overview
8
8
years of professional experience
Work History
Escalation Specialist II
William Sonoma Inc
Arlington, Texas
09.2024 - Current
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Scheduled customer deliveries, and coordinated with the routing department for timely accommodations.
- Processed orders and returns using company-specific software systems.
- Managed multiple projects simultaneously while meeting deadlines consistently.
- Provided support to team members by sharing knowledge on conflict resolution techniques.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports for central and east coast HUBs.
Food & Beverage Supervisor
Omni Hotels & Resorts
Fort Worth, TX
06.2022 - 04.2023
- Oversaw five food and beverage operation outlets within the hotel, with a relentless focus on hospitable and gracious service.
- Managed scheduling of staff in accordance with budget constraints and labor laws.
- Conducted daily staff meetings to discuss work performance, customer service issues, and operational concerns.
- Supervised a team of employees, maintaining a positive and productive atmosphere to enhance the employee experience.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
- Organized special events such as banquets, receptions, weddings, and other social functions to ensure the successful execution of services.
- Designed exceptional menus, purchased superior goods, continuously improved and modernized operations, and liaised between guests, service staff, and the kitchen.
- Maintained an up-to-date knowledge of all menu items, ingredients, and preparation methods.
- Participate in volunteer events outside the company to promote community wellness.
Sr. Customer Service Representative
BridgeWorks Partners Agency | City of Fort Worth
Fort Worth , TX
10.2021 - 06.2022
- Ensured and verified that all account holders' information is true and accurate.
- Understood and memorized City Policy to answer customer questions quickly and capitalize the opportunities offered by the city.
- Documented customer conversations into the designated software program to ensure that miscommunication does not occur.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebase to develop strategic solutions.
- Delivered fast, friendly and knowledgeable service for routine questions, balance inquiries and water service needs.
- Handled calls for new service accounts, service cancellations and transferring services from one home to another within the city.
- Educated customers about water conservation and ruling out possible leak issues.
- Created service work orders for same day or next day restore.
Utility Billing Clerk
City of Keller
Keller , TX
10.2017 - 09.2021
- Established and maintained an effective working relationship with all levels of management, city officials, vendors and the general public.
- Communicated and translated effectively in Spanish, by phone, in person or via e-mail for all city departments.
- Created and activated customer accounts for all new residents and advise of all services provided by the city water department.
- Informed all residents of city policies, guidelines and water conservation movements.
- Received and processed utility billing payments by a cash receipting program and by a general day ledger.
- Ensured daily, weekly and monthly service orders are successfully created and closed by the end of day.
- Ensured meter maintenance is true and accurate for all billing records.
- Had thorough knowledge of how meters operate and how 90 day data collections is obtained with modern technology.
- Upholded strict quality control policies and procedures during customer interactions.
- De-escalated problematic customer concerns while a maintaining calm and friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions for all incoming, outgoing, face to face conversations.
- Advised and directed customers with emergency water breaks or emergency turn offs to prevent water loss.
- Obtained administrative functions with office fax machines, scanners, computers, and calculators.
Education
High School Diploma -
Foothill High School
Santa Ana, CA06.2007
Avionics Line Maintenance
Tarrant County College
Fort Worth, TXSkills
- Bilingual
- Time management
- Product knowledge
- Service-minded
- Efficient and self-directed
- Resourceful and accurate
- Problem solver
- Strong work ethic
- Attention to detail
- Verbal and written communication
Timeline
Escalation Specialist II
William Sonoma Inc
09.2024 - Current
Food & Beverage Supervisor
Omni Hotels & Resorts
06.2022 - 04.2023
Sr. Customer Service Representative
BridgeWorks Partners Agency | City of Fort Worth
10.2021 - 06.2022
Utility Billing Clerk
City of Keller
10.2017 - 09.2021
High School Diploma -
Foothill High School
Avionics Line Maintenance
Tarrant County College