Mayra Soto
Lake Havasu City,AZ
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Skilled in problem-solving and identifying solutions meeting clients' needs. Bilingual professional with skill to maintain accurate records and handle various administrative responsibilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Benefits and Eligibility Specialist II
Department Of Economic Security
08.2020 - Current
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Established trust with clients by consistently demonstrating empathy, professionalism, and commitment to their wellbeing.
- Managed approximately 30 calls, emails and faxes per day.
General Manager
Holiday Inn Express & Suites
02.2016 - 09.2020
- Maximized efficiency by coaching and mentoring staff of 24 personnel on Customer Service principles, industry practices, company procedures and Opera POS and Oracle systems
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate
- Reviewed performance data to monitor and measure productivity, goal progress and activity
- Conducted performance reviews each quarter, offering praise and recommendations for improvement
- Received superior customer service satisfaction scores for 4 consecutive quarters.
General Manager
Island Inn Hotel
02.2013 - 01.2016
- Created motivated and positive environment to inspire employees and make customers feel welcome
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning
- Analyzed sales statistics to properly forecast, schedule and control labor costs
- Assisted with marketing strategy creation and advertising initiatives to better promote facility to public
- Assisted customers in all aspects of services, including complaints and general inquiries
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 34%.
Front Desk Supervisor
Island Inn Hotel
11.2012 - 02.2013
- Created lasting relationships with guests that built loyalty and drove hotel revenue
- Kept accounts in balance and ran daily reports to verify totals
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Planned coverage needs and organized services to support incoming special events
- Trained new staff on correct procedures, compliance requirements and performance strategies
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Greeted over 75 daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Hotel Night Auditor
Island Inn Hotel
10.2011 - 11.2012
- Prepared weekly employee work schedules for 22 team members ensuring all shifts received adequate coverage
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Kept accounts in balance and ran daily reports to verify totals
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Maintained transaction security by verifying payment cards against identification.
Education
Business Administration And Management -
Cerritos Community College
Cerritos, CAHigh School Diploma -
St. Matthias High School
Huntington Park, CA06.1986
Skills
- Customer service
- Organizational Skills
- Planning
- Microsoft Excel
- Decision Making
- Building Effective Relationships
- Communication Skills
- Listening
Active in my church and community
My husband and I lead an outreach program at our church that serves our community by providing food, clothing, and resources. We also volunteer to clean up public parks, and popular lake areas.
Languages
Spanish
Native or Bilingual
Timeline
Benefits and Eligibility Specialist II
Department Of Economic Security
08.2020 - Current
General Manager
Holiday Inn Express & Suites
02.2016 - 09.2020
General Manager
Island Inn Hotel
02.2013 - 01.2016
Front Desk Supervisor
Island Inn Hotel
11.2012 - 02.2013
Hotel Night Auditor
Island Inn Hotel
10.2011 - 11.2012
Business Administration And Management -
Cerritos Community College
High School Diploma -
St. Matthias High School
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