Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Luz Sandoval

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I'm seeking a position where I can maximize the multilayer of my customer service and administrative skills.

Overview

21
21
years of professional experience

Work History

Call Center Representative

Nevada Health Centers
11.2013 - Current
  • Fluent in English and Spanish, both verbal and written.
  • Knowledge of general office practices in clinical settings; including electronic Health Records.
  • Skilled in operating computer databases and attention to detail.
  • Ability to read, write, and calculate basic mathematical figures.
  • Schedule, reschedule, cancel , and confirm appointments accurately, while ensuring confidentiality.
  • Inform patients programs NVHC offers and requirements.
  • Provide customer service and cultural competence.
  • Ability to interact effectively and positively with staff members.
  • Provide quality management and work continually to improve customer service.
  • Ensure compliance with HIPPA, OSHA, and other regulatory agencies.
  • Responded to customer calls and emails to answer questions about products and services.
  • Educated customers on company systems, form completion, and access to services.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Proven ability to learn quickly and adapt to new situations.

Owner Support Call Center Supervisor

Las Vegas Desert Club
08.2011 - 10.2011
  • Managed a team of 10 employees.
  • Developed Customer Service policies and guidelines within the department.
  • Communicate respectfully and professionally with customer by phone, email, telephone and face to face interaction.
  • Researched customers concerns, which included maintenance fee concerns or contract information.
  • Trained team on new programs and new product being implemented in the company.
  • Booked reservations for owners/guest. Submitted any special request in reservations.

Customer Care Manager

Summer Bay Resorts Las Vegas Desert Club
05.2009 - 08.2011
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Created customer support strategies to increase customer retention.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Managed a team of 13 employees.
  • Provide help and advise to customers using organization, products, and services.
  • Research and problem solving customers concerns, which may be complex/long-standing situations.
  • Deciding on issuing a refund or compensation to customers.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Report writing, analyzing the customer service that our department provides.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.
  • Established performance and service goals and held associates accountable for individual performance.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.

Room Reservation Agent/Customer Service Representative

Summer Bay Resort
03.2003 - 05.2009
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Collected room deposits, fees, and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Passionate about learning and committed to continual improvement.

Education

Academy While in Highschool - Hotel Management

Area Technical Trade Center
Las Vegas, NV
06.1999

High School Diploma -

Rancho High School
Las Vegas, NV
05.1999

Skills

  • Quality Assurance Controls
  • Customer Service Optimization
  • Excellent phone demeanor
  • Energetic work attitude
  • Cash Handling
  • Documentation and reporting
  • (English & Spanish) fluency
  • Problem-solving skills
  • Verbal and written communication
  • Call center operations
  • Inbound phone calls
  • Typing 45-60 wpm
  • Complaint resolution
  • Proficient in Microsoft Word & Microsoft outlook

Accomplishments

  • Consistently received positive feedback from guest and created repeat business by developing long-term relationships with customers.
  • Able to deescalate angry guest/ patients with a positive outcome.
  • Attended Professional Telephone Etiquette training.
  • Employee Committee Member for 2006 & 2007
  • Fire extinguisher education and awareness.



Timeline

Call Center Representative

Nevada Health Centers
11.2013 - Current

Owner Support Call Center Supervisor

Las Vegas Desert Club
08.2011 - 10.2011

Customer Care Manager

Summer Bay Resorts Las Vegas Desert Club
05.2009 - 08.2011

Room Reservation Agent/Customer Service Representative

Summer Bay Resort
03.2003 - 05.2009

Academy While in Highschool - Hotel Management

Area Technical Trade Center

High School Diploma -

Rancho High School

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Luz Sandoval