Michael Gonzales
San Diego,CA
Summary
Dynamic service representative with a proven track record at Jamul Casino, excelling in customer relations and problem resolution. Skilled in managing cash transactions and enhancing service efficiency through effective communication and collaboration. Recognized for improving guest satisfaction and operational workflows, leveraging strong organizational and active listening skills.
Overview
8
8
years of professional experience
Work History
Service Representative
Jamul Casino
San Diego, CA
02.2024 - 10.2024
- Assisted customers with inquiries, ensuring prompt and accurate responses to enhance satisfaction.
- Resolved operational issues efficiently, maintaining smooth service delivery in high-pressure environments.
- Managed cash transactions accurately, contributing to financial integrity of daily operations.
- Collaborated with team members to improve workflow processes and service efficiency.
Property Manager
MCG Services
San Diego, CA
01.2020 - 07.2023
- Managed tenant relations, addressing concerns and ensuring satisfaction through effective communication.
- Coordinated maintenance requests, streamlining processes for timely resolutions and improved property conditions.
- Conducted property inspections, identifying issues and implementing corrective measures to maintain quality standards.
- Oversaw lease agreements, ensuring compliance with regulations and enhancing tenant retention strategies.
Personal Assistant
Angles Love Care
San Diego, CA
02.2021 - 09.2022
- Coordinated schedules and appointments for executive leadership, enhancing time management efficiency.
- Assisted in preparing reports and presentations, ensuring clarity and accuracy of information.
- Managed correspondence and communication, streamlining information flow within the organization.
- Organized events and meetings, facilitating logistics to meet organizational goals.
- Researched vendors and negotiated service contracts, optimizing resource allocation for operations.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Improved time management of the executive through effective prioritization and organization of tasks.
Concierge Supervisor
The Atria
San Diego, CA
02.2018 - 11.2019
- Supervised daily concierge operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored staff on hospitality standards and customer engagement techniques.
- Coordinated with vendors and service providers to enhance guest experiences and resolve issues.
- Implemented streamlined procedures for managing guest requests, improving response times.
- Collaborated with management to identify opportunities for process improvements within concierge services.
- Resolved guest complaints promptly, maintaining high levels of professionalism and empathy in interactions.
Night Auditor
LaQuinta Inn & Suites Tampa Central
San Diego, CA
06.2016 - 07.2017
- Process nightly financial transactions and reconcile discrepancies.
- Maintain accurate records of guest accounts and billing information.
- Assist guests with check-ins, check-outs, and inquiries efficiently.
- Monitor hotel security and respond to emergencies promptly.
Education
CNA Certification - Health Care Administration
IHG College
San Diego, CA09.2023
High School Diploma -
Westview High School
San Diego, CA06.2014
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Customer relationship management
- Database management
- Schedule management
- Service reporting
- Payment acceptance
- System updates
- Relationship building
- Active listening
- Sales expertise
- Critical thinking
- Customer service
- Computer proficiency
- Paperwork processing
- Business development
- Problem resolution
- Coordination
- Key holder experience
- Route management
- Follow-up skills
- Staff training
- Scheduling
Timeline
Service Representative
Jamul Casino
02.2024 - 10.2024
Personal Assistant
Angles Love Care
02.2021 - 09.2022
Property Manager
MCG Services
01.2020 - 07.2023
Concierge Supervisor
The Atria
02.2018 - 11.2019
Night Auditor
LaQuinta Inn & Suites Tampa Central
06.2016 - 07.2017
CNA Certification - Health Care Administration
IHG College
High School Diploma -
Westview High School