Maria Y Castro Bernal
RALEIGH,NC
Summary
Ambitious, career-focused job seeker, anxious to obtain an entry-level [Job Title] position to help launch career while achieving company goals.
Overview
9
9
years of professional experience
Work History
Night Porter
ServiceMaster
Raleigh, NC
02.2024 - Current
- Maintained an up-to-date inventory of hotel supplies and reported any shortages to the supervisor.
- Performed regular cleaning duties, including vacuuming carpets, mopping floors, dusting furniture and fixtures, and polishing surfaces.
- Inspected public areas regularly to ensure they are clean and tidy.
- Performed basic maintenance and cleaning.
- Sanitized frequented areas and equipment using approved supplies.
- Cleaned various work areas by mopping, vacuuming and polishing mirrors.
- Maintained clean and tidy appearance in reception, waiting areas and hallways.
- Maintained inventory of necessary supplies.
- Cleaned common areas following established schedules and prescribed methods.
- Removed trash from all rooms and placed garbage and recycling receptacles in approved areas for trash pickup.
- Removed leaves and debris from driveway, sidewalks and other areas as directed by management.
- Secured buildings by locking rooms and main entrance doors and setting alarms.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
CSR, Sales
GFL Enviromental
Raleigh, NC
10.2021 - Current
- Provided customer service and technical support to customers via phone, email, live chat, and social media.
- Maintained records of customer interactions, transactions, comments and complaints.
- Followed up with customers to ensure their satisfaction with products or services they received.
- Responded promptly to all incoming sales inquiries from potential customers.
- Conducted price negotiations with customers while staying within company guidelines.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Listened to customer needs to identify and recommend best products and services.
Day Porter
Total Quality Building Services
Raleigh, NC
02.2015 - 10.2021
- Sweep, mop, and buff floors; vacuum carpets and rugs; shampoo carpets and upholstery; clean restrooms, lobbies, hallways, stairwells, elevators, walkways; empty trash receptacles.
- Dust furniture and fixtures; polish metalwork on doors and hardware; replace air fresheners and deodorizers.
- Clean windowsills and window coverings including blinds or curtains; wipe down walls and baseboards with cleaning solutions.
- Wash walls to remove dirt buildup or scuffs from the surface of the wall; strip wax off floors when necessary.
- Remove gum or other debris from flooring surfaces using steam cleaner or other specialized tools.
- Clean mirrors and glass surfaces using appropriate cleaning materials; apply protective coatings to preserve shine.
- Provide emergency cleaning services for spills caused by guests or visitors in public areas of the facility.
- Inspect all areas for safety hazards before beginning work duties such as frayed carpet edges or loose tiles on the flooring surface.
- Assist with move-in and move-out activities by preparing rooms for occupancy or removal of old furniture items.
- Report any damages found during routine inspections to supervisor immediately.
- Maintained inventory of necessary supplies.
- Removed trash from all rooms and placed garbage and recycling receptacles in approved areas for trash pickup.
- Tracked and documented completed duties.
- Walked property and grounds, picking up trash and debris to maintain curb appeal.
- Cleaned various work areas by mopping, vacuuming and polishing mirrors.
- Performed basic maintenance and cleaning.
- Removed leaves and debris from driveway, sidewalks and other areas as directed by management.
- Demonstrated dedication and work ethic through consistent attendance and top-level performance.
- Sanitized frequented areas and equipment using approved supplies.
- Maintained clean and tidy appearance in reception, waiting areas and hallways.
- Cleaned common areas following established schedules and prescribed methods.
- Responded to spills, bathroom malfunctions and potential hazards to reduce injuries.
- Secured buildings by locking rooms and main entrance doors and setting alarms.
- Collaborated with contracted specialists to perform seasonal or specialty tasks.
- Received deliveries via freight elevator, moving to appropriate locations within building.
- Greeted guests coming in and held doors open for people entering building.
- Greeted guests at front lobby, directed to check-in and offered assistance with luggage.
- Reported room or property issues to maintenance staff for repairs.
Education
High School Diploma -
West Caldwell High School
Lenoir, NC06-2007
Skills
- Professional Appearance
- Complaint Handling
- Organizational abilities
- Strong Work Ethic
- Customer Service
- Punctual and Dependable
- Valid Driver's License
- General Maintenance
Languages
Spanish
Professional
Timeline
Night Porter
ServiceMaster
02.2024 - Current
CSR, Sales
GFL Enviromental
10.2021 - Current
Day Porter
Total Quality Building Services
02.2015 - 10.2021
High School Diploma -
West Caldwell High School