Open To Work
Maria Santana
Phoenix,AZ
Summary
Customer-focused professional with over 8 years of experience in guest relations and customer service. Expertise in enhancing guest experiences, addressing concerns, and facilitating interdepartmental collaboration for operational efficiency. Bilingual in English and Spanish, demonstrating strong communication and problem-solving skills.
Overview
2026
2026
years of professional experience
Work History
Senior Claims Analyst
Bank of America
Phoenix, AZ
2021 - 2024
- Led training sessions and mentored new hires across multiple departments.
- Resolved complex claims while ensuring compliance with internal policies.
Claims Analyst
Bank of America
Phoenix, AZ
2020 - 2021
- Investigated disputes and processed chargebacks accurately.
- Reopened and reviewed claims for resolution and compliance.
Relationship Banker
Bank of America
Phoenix, AZ
2019 - 2020
- Conducted needs-based conversations to recommend financial products.
- Opened accounts and processed loan applications efficiently.
Customer Service Representative
Bank of America
Phoenix, AZ
2016 - 2019
- Delivered high-quality customer service and built rapport with clients.
- Processed transactions and promoted banking solutions.
Night Auditor & Hotel Operations
Marriott
Scottsdale, AZ
04.2025 - Current
- Deliver personalized guest experiences through efficient check-ins, check-outs, and handling special requests.
- Managed overnight hotel operations, ensuring compliance with brand standards and enhancing guest satisfaction.
- Collaborated with multiple departments to streamline operations and improve guest satisfaction.
- Assist in training new associates on operational procedures and service culture.
- Maintain safety standards, confidentiality, and compliance with company policies.
- Provide local area recommendations and assist with operational reporting.
Education
Associate’s Degree in Business
Phoenix College
Phoenix, AZHigh School Diploma -
Barry Goldwater High School
Phoenix, AZSkills
- Hospitality operations management
- Guest satisfaction and service recovery
- Team coordination and training
- Conflict resolution and problem solving
- Cross-functional collaboration
- Microsoft Office expertise
Timeline
Night Auditor & Hotel Operations
Marriott
04.2025 - Current
Associate’s Degree in Business
Phoenix College
High School Diploma -
Barry Goldwater High School
Senior Claims Analyst
Bank of America
2021 - 2024
Claims Analyst
Bank of America
2020 - 2021
Relationship Banker
Bank of America
2019 - 2020
Customer Service Representative
Bank of America
2016 - 2019