Martha Paredes Arellano
North Las Vegas,Nevada
Summary
High-energy sales and customer relations professional well-versed in communicating with different individuals and negotiating successful solutions. Focused on offering superior support and meeting all production targets. Creative in applying expertise in Hospitality building robust solutions that enhance loyalty, promote retention and support revenue objectives. Skilled in leadership functions such as mentor new associates with Upselling tips. Friendly and polished offering proven experience in extremely busy, high energy environments. Accustomed to providing individualized guest service, including managing VIP requests. Proficient in coordinating reservations, updating accounts and promoting customer satisfaction. Customer Care specialist. In bound out bound call center experience. With high volume calls. Experienced Contact Tracer. Who enjoys connecting with the individuals. Love excelling & working hard to find solutions. Who enjoys thinking out of the box and coming up with ideas to make things better. I like to absorb as much knowledge as possible and go into things with a go getter personality.
Overview
19
19
years of professional experience
Work History
COVID-19 Contact Tracer
CSAA
Las Vegas , NV
03.2020 - 12.2021
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Performed record keeping by logging client information within secure contact-tracing software.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Lent daily assessment of health screen and symptom data.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
Universal Customer Care
UPS
Las Vegas , NV
07.2020 - 03.2021
- Managed timely and effective replacement of damaged or missing products.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Optimized customer support by establishing collaborative service environment.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Guest Service Representative/ Customer Care
Encore At Wynn Las Vegas
Las Vegas , NV
04.2005 - 08.2019
- Named Top Upseller for the Encore front desk since the program was implemented 13 years ago
- Awarded Membership into the Directors Club for Continuously being able to offer 5 Star Service while secretly shopped by Forbes. Allowing the company to maintain rating for the following year
- I have received Hundreds of Certificate of Merit Awards for Providing Service that goes above and beyond
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions
- Input customer data using Opera, Veridocs software and made immediate updates to reflect room changes
- Developed vast knowledge of local area to provide guests with information about dining options, arts, and culture and entertainment
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Managed customer complaints and rectified issues to complete satisfaction
- Personally addressed and welcomed hundreds of guests per day, improving overall customer service and engagement
- Assisted customers during selection process and helped choose perfect products to meet individual needs
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities
- Ensured effective customer communication to maintain customer satisfaction and loyalty
- Produced incremental revenue to customers through cross-selling and upselling additional products and services
- Informed management of special sales and service issues
- Answered customers' questions and addressed problems and complaints in person and via phone
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Processed customer order, quote and return transactions and offered additional products and services to increase revenue.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Contributed to company achieving and holding industry-leading customer service ratings.
Front Desk Night Audit/Customer Care
Westin
Las Vegas , NV
11.2002 - 04.2005
- Posted room charges such as food, liquor and telephone calls based on individual customer actions
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Input customer data using Opera software and made immediate updates to reflect room changes
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members
- Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to Food And Beverage Director on daily basis
- Managed all front desk operations for busy high-volume hotel
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Processed customer order, quote and return transactions and offered additional products and services to increase revenue.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Investigated and resolved customer inquiries and complaints quickly.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Some College (No Degree) -
CSN
Las Vegas, NVSkills
- Sales closing
- Customer retention abilities
- Customer needs assessment
- Flexible schedule
- Quality control
- Active listening
- Proficient in Opera
- Negotiation
- Conflict resolution
- Self-starter
- Multi-tasking
- Efficient and accurate
- Meticulous and organized
- Record-keeper and bookkeeping
- Data entry
- Inbound Customer Service
- First Call resolution
- Data Entry
- Process improvement
- Complaint resolution
- Documentation and reporting
- Customer Relationship Management
- Billing coordination
- Custom order management
- Report preparation
- Service standard compliance
- Account management
- Multi-line phone talent
- Professional telephone demeanor
- Training development aptitude
Accomplishments
- Awarded “The Directors 100 Club Award 2018” for Receiving scores of 100% in 3 consecutive secret Forbes shops that allow the Resort to Maintain 4 or 5 star Award
- Named Top Upseller of 2018 for the Encore Front Desk
- Received a multitude of "Certificate Of Merit" for Overall Guest Satisfaction for Going Above and Beyond ratings on performance reviews
Timeline
Universal Customer Care
UPS
07.2020 - 03.2021
COVID-19 Contact Tracer
CSAA
03.2020 - 12.2021
Guest Service Representative/ Customer Care
Encore At Wynn Las Vegas
04.2005 - 08.2019
Front Desk Night Audit/Customer Care
Westin
11.2002 - 04.2005
Some College (No Degree) -
CSN
Similar Profiles
Faridakhatun ShaikhFaridakhatun Shaikh
Software Development Engineer in Test at CSAA IG, CSAA Insurance GroupSoftware Development Engineer in Test at CSAA IG, CSAA Insurance Group
Julie RicklefsJulie Ricklefs
Sr. IT Applications Analyst/Power BI Developer at CSAA (CA State AAA)Sr. IT Applications Analyst/Power BI Developer at CSAA (CA State AAA)
Chelsei SturdivantChelsei Sturdivant
Payroll Specialist at CSAA Insurance GroupPayroll Specialist at CSAA Insurance Group