Martina Castillo
Odessa,United States
Summary
Customer-oriented General Manager with 10 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen. Business-conscious General Manager bringing over 9 years of experience in Hospitality industry. Focused and enthusiastic professional offering leadership for employee relations through effective communications, training and development. Measures performance to company goals and standards and establishes targets for improvements in safety, quality, cost and delivery.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
City of Odessa
Odessa, TX
07.2022 - Current
- Verified customer accounts for accuracy and completeness of information.
- Maintained billing system by entering account information, updating changes, and deleting closed accounts.
- Investigated requests from customers regarding payment status inquiries or discrepancies between invoices received and amount paid.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
General Manager Hospitality
Baymont Inn & Suites
Odessa, TX
11.2017 - Current
- Built and maintained loyal, long-term customer relationships through effective account management.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Trained employees on company procedures and worksite safety.
- Inspired employees to work as cohesive team while delivering exceptional service to customers in every interaction.
General Manager Hospitality
Travelodge By Wyndham
Odessa, TX
11.2014 - 11.2017
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Worked with cross-functional teams to develop thoughtful product positioning strategies.
- Trained employees on company procedures and worksite safety.
Customer Service Representative
Maximus Health and Human Services
Midland, TX
05.2012 - 11.2014
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Front Desk Manager
Days Inn By Wyndham
Odessa, TX
04.2008 - 05.2012
- Oversaw cash and credit card payment transactions at the front desk.
- Managed guest check-in and check-out procedures, reservations and payments.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Technical Support Representative
Telvista Call Center
Odessa, TX
06.2006 - 05.2010
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Managed customer system updates, informing clients of installation progress stages.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
High School Diploma -
The Masters Learning Institute
Odessa,Tx03.2012
Skills
- Supervision and training
- Cross-functional team management
- Performance improvements
- Policy/program development
Languages
Spanish
Professional
Timeline
Customer Service Representative
City of Odessa
07.2022 - Current
General Manager Hospitality
Baymont Inn & Suites
11.2017 - Current
General Manager Hospitality
Travelodge By Wyndham
11.2014 - 11.2017
Customer Service Representative
Maximus Health and Human Services
05.2012 - 11.2014
Front Desk Manager
Days Inn By Wyndham
04.2008 - 05.2012
Technical Support Representative
Telvista Call Center
06.2006 - 05.2010
High School Diploma -
The Masters Learning Institute
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