Marisol Serrano
Clewiston,FL
Summary
Adept at problem-solving and enhancing customer experience, I significantly improved guest satisfaction at Continental Groups through strategic leadership and meticulous quality control. My background spans supervising teams, streamlining operations, and fostering customer engagement, blending hard skills like efficient process management with soft skills in mentoring and communication.
Overview
24
24
years of professional experience
Work History
Assistant Store Manager
Dollar Tree
09.2022 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Receiving freight and unloading every week between 1,000 to 1,800 cases .
Nanny Child Care /Assistant Housekeeping Manager
Cecilia Valdes
04.2015 - 01.2021
- Assisted with light housekeeping duties as well as running errands.
- Prepared meals and snacks for children based on dietary guidelines.
- Developed strong communication with parents to provide updates on children''s progress, needs, and achievements.
- Supported children in play activities, meals, and snacks, hygiene and socialization.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Ensured children''s safety and comfort by consistently monitoring their environment and addressing potential hazards.
- Played games, worked on puzzles, and read books to young children.
- Built positive and nurturing environments to support child social and emotional growth.
- Administered basic first-aid and medication in emergency situations.
- Transported children to and from school, medical appointments, and extra-curricular activities.
- Transported children to and from activities using personal or family vehicle.
- Taught children basic life skills, manners and personal hygiene.
- Monitored children's play activities to verify safety.
- Helped children complete homework assignments and school projects.
Cashier Supervisor
Econo Supermarket
02.2012 - 03.2015
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Monitored areas for security issues and safety hazards.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
Housekeeping Supervisor
Continental Groups
06.2006 - 01.2012
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Managed laundry sorting, washing, drying, and ironing.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Evaluated employee performance and developed improvement plans.
- Upheld hotel's reputation for cleanliness, consistently receiving positive feedback in guest surveys.
Housekeeping Room Attendant
Five Season Staffing
01.2001 - 06.2006
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Enhanced guest comfort by adjusting room settings according to preferences noted in their reservations or previous stays.
- Maintained detailed record of cleaned rooms and reported any maintenance issues, ensuring quick resolution and guest satisfaction.
Education
High School Diploma -
Jose Campeche High
San Lorenzo, PR05-1988
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
Timeline
Assistant Store Manager
Dollar Tree
09.2022 - Current
Nanny Child Care /Assistant Housekeeping Manager
Cecilia Valdes
04.2015 - 01.2021
Cashier Supervisor
Econo Supermarket
02.2012 - 03.2015
Housekeeping Supervisor
Continental Groups
06.2006 - 01.2012
Housekeeping Room Attendant
Five Season Staffing
01.2001 - 06.2006
High School Diploma -
Jose Campeche High
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