Mona Flores
Tooele,Utah
Summary
Front Desk Operations & Customer Support Specialist managing reception, 50+ visitors per shift, 50+ calls per shift, and multi-line communications in a facility operations setting. Coordinates client support, de-escalation, and community resource routing while maintaining security footage review, visitor logs, and access-point monitoring. Balances service recovery with asset protection to keep the front desk calm, safe, and responsive.
Overview
1
1
Language
12
12
years of professional experience
Work History
Residential Treatment Case Manager
Beacon House
Tooele, UT
07.2026 - Current
- Coordinate front desk operations to keep check-ins, messages, and visitor flow organized throughout the day.
- Schedule appointments and update calendars to support smooth daily coverage and client access.
- Maintain accurate intake documentation and protect sensitive information during every client interaction.
- Support a secure facility environment by monitoring access points and reporting concerns promptly.
- De-escalate tense situations by using steady language and following established escalation steps.
- Respond to client concerns with calm communication and professional complaint resolution.
- Manage high-volume communications while prioritizing urgent requests and follow-up needs.
- Prepare administrative updates and routine records to support smooth handoffs between staff members.
- Monitor entry areas and follow established procedures to help maintain a calm, orderly environment.
- Document client interactions and routine updates with attention to privacy and accuracy.
- Maintain accurate records for intake, communication, and daily support activities.
Front Desk Operations & Resident Support
Switchpoint
Tooele, UT
06.2023 - 07.2026
- Handle [number] visitor check-ins per shift while maintaining accurate front desk intake and a welcoming first contact.
- Resolve immediate client needs, route escalations, and connect visitors to community resources and organizational services.
- Monitor security footage, cross-reference visitor logs, and track access points to support facility safety and asset protection.
- De-escalate high-stress situations calmly while enforcing facility policies and maintaining an inclusive, supportive environment.
- Coordinate front desk operations, administrative follow-up, and data intake with careful attention to privacy and accuracy.
- Support quality assurance monitoring by keeping reception processes consistent, organized, and responsive across daily interactions.
Customer Experience Specialist
Delta Air Lines
Salt Lake City, UT
08.2017 - 05.2023
- Resolved 50-100 high-priority customer inquiries, complaints, and escalations daily, following up thoroughly until each issue was closed.
- Managed high-volume inquiry queues across telephone, live chat, and email to deliver consistent customer support.
- Communicated with passengers through multichannel platforms, using active listening and clear guidance to identify core issues quickly.
- Applied de-escalation techniques to calm difficult interactions and maintain a professional customer experience under pressure.
- Executed targeted cross-selling and up-selling efforts to enhance the passenger journey and support additional revenue.
- Supported front desk operations by handling data intake accurately and protecting customer information during service interactions.
- Maintained service quality through meticulous follow-up, ensuring passengers received complete resolutions and timely communication.
Reservation Specialist
JetBlue Airways
Cottonwood Heights, UT
04.2014 - 07.2017
- Delivered real-time guidance on global flight availability, fare structures, and pricing options for callers.
- Processed secure billing transactions and handled payment inquiries over multi-line phone systems in compliance with standards.
- Maintained accurate reservation records and completed precise data entry into localized systems for 50-100 passengers daily.
- Resolved travel questions calmly and applied conflict resolution techniques to support a positive customer experience.
- Coordinated seamless travel arrangements by aligning itinerary details, booking updates, and customer requests.
- Verified sensitive financial and passenger information carefully to support accurate, secure reservation handling.
- Supported high-volume customer interactions while maintaining consistency across fare details, billing issues, and reservation updates.
Education
Bachelor of Arts - Psychology
Utah Valley University
Orem, UT08-2026
High School Diploma - undefined
Ter-Mer Realschule
Krefeld, Germany08-2007
Skills
- Front Desk Operations
- Visitor intake
- Multi-line phone systems
- Appointment scheduling
- Administrative coordination
- Facility security & surveillance
- Conflict resolution
- De-escalation techniques
- Data intake & privacy
- Complaint resolution
- Escalation management
- Quality assurance monitoring
LANGUAGES
German
Native or Bilingual
Timeline
Residential Treatment Case Manager
Beacon House
07.2026 - Current
Front Desk Operations & Resident Support
Switchpoint
06.2023 - 07.2026
Customer Experience Specialist
Delta Air Lines
08.2017 - 05.2023
Reservation Specialist
JetBlue Airways
04.2014 - 07.2017
High School Diploma - undefined
Ter-Mer Realschule
Bachelor of Arts - Psychology
Utah Valley University