Lorena Walter
Pahrump,United States
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Motivated Customer Service Representative with over 26 years of hotel related experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish.
Overview
26
26
years of professional experience
Work History
Reservations Agent
MGM Resorts
Las Vegas, NV
07.1993 - 08.2019
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized MLS to input key data into hotel's database system.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Handled reservations and answered questions from interested patrons for busy call center
- Managed over 100 calls per day, increased sales.
- Worked closely with front desk to achieve full occupancy of property.
Education
No Degree - Hotel Management
University of Las Vegas Nevada
Las Vegas, NVHigh School Diploma -
Valley High School
Las Vegas, NV07.1989
Skills
- Flexible and Adaptable
- Clerical Support
- Customer Service
- Dependable and Responsible
- Data Entry
- Organization and Time Management
- MLS, OPERA
- Telephone reservations
- Friendly service mentality
- Hotel accomodations
- CRM
caregiver
2019 - Present
Caregiver for elderly mother
Languages
Spanish
Native or Bilingual
French
Timeline
Reservations Agent
MGM Resorts
07.1993 - 08.2019
No Degree - Hotel Management
University of Las Vegas Nevada
High School Diploma -
Valley High School
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