Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Driven by Purpose, Powered by Experience
References
Timeline
Generic

Lisandra Rodriguez

Odessa

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

H-E-B Grocery
Odessa
02.2025 - 07.2025
  • Responded to customer inquiries via phone and email efficiently.
  • Resolved customer complaints by utilizing problem-solving techniques.
  • Processed orders and returns while ensuring customer satisfaction.
  • Maintained accurate customer records in the company's database system.
  • Collaborated with team members to improve service delivery processes.
  • Provided training and support to new team members on policies.
  • Assisted in developing customer feedback forms for service improvement.
  • Analyzed common issues to propose solutions to management effectively.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints promptly and efficiently.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Updated databases with new and modified customer data.
  • Promoted available products and services to customers during service, account management and order calls.
  • Supported sales team members to drive growth and development.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Strengthened customer retention by offering discount options.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Mentored junior team members and managed employee relationships.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Excelled in exceeding daily credit card application goals.
  • Led on- and off-site customer support teams across multiple time zones.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Oversaw warranty counseling process to manage expense controls.

Store Associate

GPM Investments
Odessa
10.2024 - 02.2025
  • Assisted customers with product selection and inquiries.
  • Organized merchandise displays to enhance store appearance.
  • Operated point-of-sale system for transactions and returns.
  • Stocked shelves and maintained inventory levels consistently.
  • Collaborated with team members to ensure smooth operations.
  • Trained new associates on store policies and procedures.
  • Monitored product expiration dates and removed outdated items.
  • Provided feedback to management on customer preferences and needs.
  • Ensured the cleanliness and tidiness of the store.
  • Demonstrated excellent customer service skills at all times.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Provided cash register operations and handled customer payments.
  • Stocked, replenished, and organized inventory to keep store merchandise fresh.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Assisted customers with product selection, pricing and availability.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Unloaded and moved merchandise to maintain aisles and set up product displays.
  • Performed daily opening and closing procedures for store operation.
  • Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
  • Operated scanning equipment for price checks and stock replenishment.
  • Answered telephone to give callers store information and look up order details.
  • Organized store displays to ensure maximum visibility of products.
  • Answered incoming calls regarding product inquiries or orders.
  • Assisted with loading and unloading deliveries from vendors.
  • Answered questions about current promotions and resolved issues according to store policies.
  • Arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
  • Processed returns and exchanges according to company policy.
  • Assigned duties such as restocking shelves or cleaning work areas to team members.
  • Assessed assigned areas and displays to maintain presentable condition, restocking and reorganizing merchandise.
  • Wrapped and bagged purchases to help customers load merchandise into vehicles.
  • Maintained knowledge of current promotions, policies concerning payment and exchanges.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
  • Identified problems or discrepancies in inventory levels and notified supervisor accordingly.
  • Followed loss prevention guidelines to deter theft.
  • Solicited sales from customers by identifying product needs and locating merchandise.
  • Reconciled daily sales transactions against cash registers totals.
  • Utilized computer systems for order entry, tracking, invoicing and other related tasks.
  • Adhered to safety regulations when handling hazardous materials.
  • Verified accuracy of promotional signs within store environment.
  • Monitored employee performance to ensure adherence to company standards.
  • Assisted customers with product selection based on their needs and preferences.
  • Addressed customer questions and concerns regarding products and services.
  • Processed sales transactions accurately and efficiently at the cash register.
  • Maintained cleanliness and organization of store shelves and displays.
  • Conducted price checks and updated pricing information as needed.
  • Greeted customers to determine wants or needs.
  • Answered store and merchandise questions and led customers to wanted items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Bagged or packaged purchases and wrapped gifts.
  • Recommended, selected and located merchandise based on customer desires.
  • Described merchandise and explained use, operation and care.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Placed special orders or called other stores to find desired items.
  • Prepared merchandise for purchase or rental.
  • Maintained records related to sales for store management.
  • Analyzed sales data to identify trends and adjust sales strategies accordingly.

Hotel General Manager

Hotel La Ermita
Pinar del Rio
01.2023 - 01.2024
  • Oversaw daily hotel operations and ensured high service standards.
  • Managed staff schedules and conducted performance evaluations regularly.
  • Coordinated guest services to enhance overall guest satisfaction experience.
  • Implemented cost control measures to optimize operational efficiency.
  • Developed marketing strategies to promote hotel offerings and events.
  • Trained staff on customer service protocols and hotel policies.
  • Maintained compliance with health and safety regulations throughout the property.
  • Collaborated with vendors to negotiate contracts for supplies and services.
  • Performed administrative tasks such as payroll processing or updating employee records.
  • Monitored staffing levels to ensure adequate coverage at all times while controlling labor costs.
  • Managed front desk staff, housekeeping, maintenance, security and other departments within the hotel.
  • Analyzed market data to identify trends in occupancy rates, pricing strategies.
  • Liaised with suppliers for ordering supplies such as food items, beverages, linens.
  • Reviewed financial statements and reports to assess operational performance against budget targets.
  • Collaborated with sales team on special promotions or packages for guests.
  • Established quality assurance standards for each department to ensure high levels of service delivery.
  • Coordinated and supervised daily operations of the hotel, ensuring compliance with all policies and procedures.
  • Conducted regular inspections of rooms, common areas, facilities and safety equipment.
  • Maintained relationships with vendors including catering services and travel agencies.
  • Ensured efficient customer service by addressing guest inquiries and resolving complaints in a timely manner.
  • Developed strategies to maximize profits through cost control and revenue generation initiatives.
  • Advised senior management on changes needed to improve operational efficiency.
  • Developed programs to reward outstanding customer service by staff members.
  • Evaluated job performance of staff members on an ongoing basis using established criteria.
  • Identified training needs among employees according to business requirements.
  • Created marketing plans to increase visibility of the hotel's brand in local markets.
  • Organized meetings and events for corporate clients in the conference hall or banquet facility.
  • Implemented new technologies such as online booking systems or automated check-in and check-out processes.
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Made recommendations for salary and wage increases based on performance reviews.
  • Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
  • Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
  • Negotiated rates with corporate entities related to extended stay contracts.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Oversaw reservations received from direct calls and provided room availability information.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Coordinated with the sales team to develop strategies for attracting new business.
  • Conducted regular staff meetings to communicate objectives, updates, and gather feedback.
  • Fostered relationships with local businesses and organizations to drive additional revenue streams.
  • Led a diverse team, overseeing recruitment, training, and development to ensure high-quality service standards.
  • Managed room allocations and bookings, optimizing occupancy and revenue.
  • Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
  • Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
  • Enhanced guest services through the integration of new technology and systems.
  • Oversaw inventory management, ensuring adequate supplies while controlling costs.
  • Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
  • Conducted regular competitive analysis to adjust pricing and offerings, staying ahead in the market.
  • Implemented energy-saving initiatives to reduce operational costs and promote sustainability.
  • Developed and enforced operational policies and procedures to improve overall efficiency.
  • Ensured compliance with all local, state, and federal laws and regulations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Oversaw recruiting, interviews and new employee hiring.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Built and maintained productive relationships with employees.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Scheduled space or equipment for special programs, meetings and conferences.
  • Delegated work to staff, setting priorities and goals.
  • Offered guests beverages and refreshments upon check-in.
  • Gave clear directions to local museums, restaurants and places of interest to patrons.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Issued room keys and escort instructions to bellhops.
  • Verified customer credit to establish payment method for accommodations.
  • Transmitted and received messages using telephones or telephone switchboards.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Head of Public Relations

Hotel La Ermita
Pinar del Rio
09.2020 - 01.2023
  • Developed and implemented public relations strategies to enhance brand visibility.
  • Managed media relations by drafting press releases and responding to inquiries.
  • Collaborated with marketing teams to align communication efforts across channels.
  • Organized and executed promotional events to engage target audiences effectively.
  • Monitored industry trends and competitor activities to inform PR initiatives.
  • Built relationships with key stakeholders, including journalists and influencers.
  • Coordinated internal communications to ensure consistent messaging across departments.
  • Trained team members on effective communication and public relations best practices.
  • Managed crisis communications and emergency response strategies and implementation.
  • Planned, managed and prepared public relations department budget.
  • Strategized and implemented public relations and promotional programs to strengthen brand and support business goals.
  • Analyzed media commentary to check for consistent and appropriate use of company name and brand.
  • Built and maintained relationships with key consumer and trade media.
  • Researched and reacted expeditiously to internal and external communications needs.
  • Oversaw strategic event planning, executive presentation materials and visual presentations.
  • Directed internal communications efforts and fostered development of proactive and comprehensive communications programs between leadership team and employees.
  • Collaborated cross-functionally to develop story angles, thought leadership, and programs to achieve maximum media exposure.
  • Ran agency evaluation and review processes to drive maximum exposure, thought leadership and brand positioning effectiveness.
  • Attended networking events to build relationships with potential partners or customers.
  • Tracked media coverage of the company's products or services using specialized software.
  • Generated creative ideas for new campaigns aimed at increasing visibility of the company.
  • Responded promptly to inquiries from journalists or other members of the public.
  • Developed, implemented, and evaluated media strategies for corporate clients.
  • Organized press conferences, interviews, and media appearances for senior executives.
  • Monitored industry trends to ensure the company's message was communicated effectively.
  • Analyzed data from surveys, polls, focus groups. to measure effectiveness of campaigns.
  • Created press releases and other content for company newsletters and websites.
  • Collaborated with external partners on promotional initiatives to generate publicity.
  • Evaluated competitors' marketing strategies and recommended changes accordingly.
  • Compiled weekly reports on all public relations activities for management review.
  • Maintained a database of contacts in the media and other relevant organizations.
  • Developed marketing plans that included traditional advertising as well as digital tactics.
  • Built and maintained corporate image, brand and identity.
  • Identified target audience and developed optimized communication plans to engage and interest individuals.
  • Designed and edited promotional publications.
  • Observed and reported on social, economic and political trends that affect employers.
  • Managed team personnel, budget and schedule to handle demanding PR requirements.
  • Produced films and other video products, regulating distribution and operating film library.
  • Facilitated consumer relations or relationships between managers and employees or different branch offices.
  • Directed activities of external agencies, establishments or departments.
  • Conferred with labor relations managers to develop internal communications, keeping employees informed of company activities.
  • Conferred with labor relations managers to develop internal communications to inform employees of company activities.

Professor Dr. Lisandra Rodriguez

Universidad de la Havana
Pinar del Rio
09.2018 - 07.2020
  • Implemented innovative teaching methods to improve learning outcomes.
  • Developed engaging course materials for diverse student groups.
  • Facilitated interactive classroom discussions to enhance student participation.
  • Evaluated student performance through assessments and feedback sessions.
  • Collaborated with faculty on curriculum development and program improvement.
  • Mentored students in academic and career planning initiatives.
  • Conducted research in discipline-related topics to support academic growth.
  • Participated in departmental meetings to align educational strategies and goals.
  • Supervised graduate students in their thesis research projects.
  • Delivered course lectures using modern technology to enhance student comprehension.
  • Participated in departmental committees that address curriculum development, assessment strategies or technology initiatives.
  • Collaborated with staff members to design curricula for new courses or programs.
  • Helped students make optimal educational and career choices to maximize learning and long-term vocational benefits.
  • Developed partnerships between the university and external organizations to promote research collaborations.
  • Published articles, book chapters and books related to area of expertise.
  • Contributed expertise to assist with departmental expansions and course changes.
  • Worked closely with library personnel to ensure access to relevant resources.
  • Applied creative instruction methods to promote student learning objectives.
  • Collaborated with professors to manage education projects from start to finish.
  • Promoted safe and clean classroom environment conducive to individualized and small group needs.
  • Tutored students requiring additional assistance in mastering concepts.

Education

Master of Management - Leadership, Business Strategy

Universidad De La Habana
Pinar Del Rio
05-2019

Master of Arts in Modern Languages - Spanish, English, French

Universidad De La Habana
Pinar Del Rio
06-2018

Skills

  • Customer relationship management
  • Conflict resolution
  • Order processing
  • Sales support
  • Database management
  • Team collaboration
  • Time management
  • Critical thinking
  • Stress management
  • Training and mentoring
  • Communication skills
  • Market research
  • Product knowledge

Affiliations

  • I consider myself a well-rounded individual because I strive to maintain balance in all areas of my life. Professionally, I have gained valuable experience in customer service and team environments. Academically, I continue to learn and grow by taking courses that enhance my skills. Personally, I make time for my family, stay active and focus on personal growth. This balance helps me stay motivated, organized, and adaptable in any situation.

Accomplishments

  • 🔹 Customer Service / Store
    • Employee of the Month – Recognized for exceptional customer service and teamwork in a fast-paced retail environment.
    • Top Sales Performer – Consistently exceeded weekly sales goals and upselling targets.
    • Customer Satisfaction Leader – Maintained over 95% satisfaction score based on customer feedback and surveys.
    • Cash Handling Excellence – Completed over 1,000 error-free transactions with accuracy and speed.

    🔹 Hotel / Hospitality
    • Guest Service Recognition Award – Honored for going above and beyond to ensure guest satisfaction and comfort.
    • Perfect Attendance Certificate – Demonstrated dedication and reliability with 100% attendance during peak seasons.
    • Training Support Role – Selected to help onboard and train new front desk and housekeeping staff.
    • Bilingual Service Acknowledgment – Praised for assisting international guests and improving communication through Spanish-English translation.

    🔹 Teaching / Education
    • Outstanding Educator Recognition – Acknowledged for innovative and engaging teaching methods.
    • Student Success Achievement – Helped students reach academic goals through personalized support and tutoring.
    • Community Involvement Award – Recognized for organizing educational workshops and parent outreach events.
    • Leadership in Education – Led school projects and collaborated with colleagues to improve classroom experiences.

Certification

• Customer Service Excellence Certificate
Institution: Hotel La Ermita
Location: Pinar Del Rio, Cuba
Date Obtained: 13/2018
• Hospitality Management Certification
Institution: Hotel La Ermita
Location: Cuba
Date Obtained: 04/2019
• Hotel Manager Certificate
Institution: Hotel La Ermita
Location: Pinar del Rio, Cuba
Date Obtained:08/2019
• Leadership and Supervisory Skills Certification
Institution: School of Management
Location: Pinar del Rio, Cuba
Date Obtained: 01/2020
• University Teaching Certificate
Institution: Universidad de La Habana
Location: Havana, Cuba
Date Obtained: 06/2018

Languages

English
Full Professional
Spanish
Native/ Bilingual
French
Elementary

Driven by Purpose, Powered by Experience

  • This section reflects who I am—not just by my job titles, but by the strengths, values, and results I bring to every role.
    • Versatile Experience: Proven success in customer service, hotel management, and university-level teaching. I adapt easily and bring value in any setting.
    • People-Centered Approach: Whether serving hotel guests, students, or clients, I prioritize respect, clear communication, and empathy.
    • Lifelong Learner: Educated at Universidad de La Habana and continuously expanding my skills in hospitality, leadership, and education.
    • Leadership in Action: Led teams in hotel operations, trained new staff, and guided students toward academic success.
    • Bilingual Strength: Fluent in Spanish and English, I bridge cultural gaps and provide excellent service to diverse communities.
    • Resilient and Reliable: Known for staying calm under pressure, solving problems quickly, and always showing up ready to give my best.

References

References available upon request.

Timeline

Customer Service Representative

H-E-B Grocery
02.2025 - 07.2025

Store Associate

GPM Investments
10.2024 - 02.2025

Hotel General Manager

Hotel La Ermita
01.2023 - 01.2024

Head of Public Relations

Hotel La Ermita
09.2020 - 01.2023

Professor Dr. Lisandra Rodriguez

Universidad de la Havana
09.2018 - 07.2020

Master of Management - Leadership, Business Strategy

Universidad De La Habana

Master of Arts in Modern Languages - Spanish, English, French

Universidad De La Habana

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