Monica Guerrero
Chula Vista,CALIFORNIA
Summary
Detail-oriented team player with strong customer service skills. Ability to handle multiple projects simultaneously with accuracy. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering and positive work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Front Desk -Travel Agent
Doubletree By Hilton
09.2023 - Current
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared reports on guest satisfaction levels and other metrics.
Sales Associate
JCPenney
05.2023 - 11.2024
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Listened to customer needs and desires to identify and recommend optimal products.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Managed efficient cash register operations.
Sales Associate
Polo Ralph Lauren Factory Outlet
07.2010 - 11.2013
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Listened to customer needs and desires to identify and recommend optimal products.
- Prioritized helping customers over completing other routine tasks in store.
Cargeiver
Otay Lakes Senior Living
05.2011 - 05.2012
- Assisted with dressing guidance, grooming, and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Recorded status and duties completed in logbooks for management.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
Sales Associate
Villa Pizza
07.2010 - 09.2011
- Monitored and maintained clean working areas and cooking surfaces.
- Handled cash register operations by applying coupons, giving customer totals, and processing cash and credit card payments.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Monitored pizzas throughout cooking process to deliver correct doneness and prevent burning or undercooking.
- Established a positive work environment by fostering effective communication and teamwork among colleagues, contributing to overall job satisfaction and productivity.
- Upheld brand reputation through consistently producing visually appealing pizzas that met company presentation standards.
- Demonstrated expertise in various pizza-making techniques, including hand-stretching dough and using a wood-fired oven for authentic taste.
- Provided excellent customer service by taking orders, answering questions and responding to customer complaints.
Sales Associate
Chicken Now
11.2010 - 04.2011
- Maintained consistency in taste and presentation by adhering to established recipes and plating guidelines.
- Reduced food waste by accurately portioning ingredients and implementing proper storage methods for unused products.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Checked each food item for freshness and provided feedback to kitchen supervisor for removal.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient customer service.
Sales Associate
Banana Republic
11.2009 - 01.2010
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Actively listened to customers'' needs and preferences, suggesting relevant products tailored specifically for their requirements.
- Assisted customers with product returns, exchanges and refunds to increase satisfaction and trust.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
Associate of Arts - Social Work
San Diego City College
San Diego, CAAssociate of Arts - Social Work
Southwestern College
Chula Vista, CAAssociate of Arts - Sociology
Southwestern College
Chula Vista, CACertification - CNA- Certified Nurse Assistant
Southwestern College
Otay MesasSkills
- Customer Service
- Data Entry
- Reservations Booking
- Relationship Building
- Team Member Collaboration
- Data Confidentiality
- Cash Handling
- People Skills
- Reliability and honesty
- Professionalism and Courtesy
- Conflict Resolution
- Bilingual
Timeline
Front Desk -Travel Agent
Doubletree By Hilton
09.2023 - Current
Sales Associate
JCPenney
05.2023 - 11.2024
Cargeiver
Otay Lakes Senior Living
05.2011 - 05.2012
Sales Associate
Chicken Now
11.2010 - 04.2011
Sales Associate
Polo Ralph Lauren Factory Outlet
07.2010 - 11.2013
Sales Associate
Villa Pizza
07.2010 - 09.2011
Sales Associate
Banana Republic
11.2009 - 01.2010
Associate of Arts - Social Work
San Diego City College
Associate of Arts - Social Work
Southwestern College
Associate of Arts - Sociology
Southwestern College
Certification - CNA- Certified Nurse Assistant
Southwestern College