Lourdes Gutierrez
San Antonio,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dynamic Bilingual Customer Service Representative with 10+ years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
13
13
years of professional experience
Work History
Leasing Consultant
Costa Mirada
02.2022 - 12.2023
- Managed daily administrative tasks including filing documents, responding to emails and phone calls and preparing correspondence.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Verified tenant incomes and other information before accepting lease applications.
Housekeeper
U-HAUL MOVING AND STORAGE
09.2019 - 05.2021
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Front Desk Manager
Red Roof Inn Franchising
10.2013 - 09.2019
- Answered constant flow of customer calls with minimal wait times.
- Answered department and telephone calls within 3 rings, using proper greeting and telephone etiquette.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Created work schedules for front desk staff and housekeeping staff.
- Handled most of the job requirements on a computer
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
Customer Service Cashier
La Madeleine
10.2010 - 01.2011
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
Education
High School Diploma -
Bellaire High School
Bellaire, TX05.2010
Skills
- Bilingual fluently in English and Spanish
- Experience with Microsoft Office/Word
- Computer skills
- Great at typing
- Great Phone Etiquette
- Customer assistance and interaction
- Customer Service
- Cash Transactions
- Building rapport
- Organizational capabilities
- File Management
- Lease Agreements
- Customer service expertise
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Leasing Consultant
Costa Mirada
02.2022 - 12.2023
Housekeeper
U-HAUL MOVING AND STORAGE
09.2019 - 05.2021
Front Desk Manager
Red Roof Inn Franchising
10.2013 - 09.2019
Customer Service Cashier
La Madeleine
10.2010 - 01.2011
High School Diploma -
Bellaire High School