Mawandy Reyes
The Bronx,NY
Summary
Hardworking and passionate job seeker with strong organizational skills. Ready to help team to achieve company goals. Detail-oriented team player. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
C-Town & Market Fresh Supermarket
Charisse & Christy Inc
07.2021 - Current
- Improved operations by streamlining internal processes and implementing best practices.
- Processed payments and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Updated operational records using computer terminals.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
- Assisting customers with agencies such as: La National, RIA, Wester Union
- Providing customer service in general
- Operating Internal Systems
STM & SPMG Agent
NewTech Global
08.2020 - 06.2021
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Adopted customer feedback in process and system improvement initiatives.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Front Desk Manager
VH Hotels
03.2007 - 03.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Managed front desk maintenance of client records and lab data.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Attended staff meetings and brought issues to attention of upper management.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
Education
Bachelor Degree: Hotels & Tourism - Hotel & Tourism Management
Universidad Dominicana O&M
Puerto Plata, Dominican Republic12.2013
Skills
- Customer Service
- Office Management
- Schedule Management
- Payment Processing
- Register Operations
- Money Handling
- Able to work under pressure
- Fast Learner
- Team Work Player
- Very organized, adaptable and positive person
Languages
Spanish
Native or Bilingual
English
Professional Working
French
Limited Working
Timeline
C-Town & Market Fresh Supermarket
Charisse & Christy Inc
07.2021 - Current
STM & SPMG Agent
NewTech Global
08.2020 - 06.2021
Front Desk Manager
VH Hotels
03.2007 - 03.2020
Bachelor Degree: Hotels & Tourism - Hotel & Tourism Management
Universidad Dominicana O&M