Mirna Sanchez Trejo
Bakersfield,CA
Overview
5
5
years of professional experience
Work History
Contact Center Officer
Valley Strong Credit Union
Bakersfield, CA
12.2022 - Current
- Empathize with Members to deescalate stressful calls involving compromised accounts.
- Research questions using available resources to provide accurate answers to customers.
- Guide Members who needed assistance with troubleshooting to resolve technical issues.
- Engage actively with 50+ callers, process transactions and resolve issues within a timely manner.
- Practice high-security questions and good judgment to authenticate Members and point out Fraudsters.
Front Desk Guest Experience Lead
Marriott
Bakersfield, CA
03.2021 - 12.2022
- Supervised daily processes of hotel in absence of manager.
- Resolved concerns and developing creative solutions to guest concerns.
- Provided administrative support to coworkers, taking on additional tasks during high check-in times.
- Reported and maintained incident reports, daily shift activity logs and other documents as requested by management.
- Communicated with hotel staff through radios & intercoms to ensure smooth & safe hotel operations for 220+ daily guest.
Front Desk Agent
Marriott
Bakersfield, CA
03.2021 - 12.2022
- Completed daily checklists to monitor hotel inventory and bill guest accounts.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Answered 30+ phone calls, provided information to callers and connected callers to appropriate departments.
- Maintained guest confidentiality by preserving personal information such as room numbers, addresses and contact information.
Server
Pointe at Summit Hills
Bakersfield , CA
01.2020 - 07.2020
- Coordinated more than 35 orders each day within a timely manner.
- Maintained dining areas with 8+ tables presentable and resident-ready.
- Directed and assigned tasks to servers to maximize preparation for daily meals.
- Engaged with residents to build interpersonal and personal connections.
Crew Member
Little Caesars
Bakersfield, CA
02.2019 - 09.2019
- Customized orders for customer preference and unique dietary requirements.
- Prepared the kitchen for daily workloads by setting up stations and organizing ingredients.
- Participated in line with 3+ members to complete assembly line orders, completing up to 80+ per hour during busy periods.
- Registered 12+ telephone orders per hour from customers with full documentation of preferences and attempts to upsell toppings and other products.
Skills
- Bilingual
- Communication
- Leadership
- Collaboration
- Multitasking
- Adaptability
Timeline
Contact Center Officer
Valley Strong Credit Union
12.2022 - Current
Front Desk Guest Experience Lead
Marriott
03.2021 - 12.2022
Front Desk Agent
Marriott
03.2021 - 12.2022
Server
Pointe at Summit Hills
01.2020 - 07.2020
Crew Member
Little Caesars
02.2019 - 09.2019