Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Monica Marquez

Las Vegas,NV

Summary

Resourceful Assistant Administrator and Customer Service Representative recognized for high productivity and efficient task completion. Possess specialized skills in project management, operational improvement, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless departmental operations and support. Sales experience. Committed to leveraging these abilities for continued growth and effectiveness in fast-paced environments.

Overview

33
33
years of professional experience

Work History

Guest Service Representative

Fontainebleau
Las Vegas, NV
03.2024 - Current
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Provided assistance to guests throughout their stay.
  • Resolved guest complaints in a professional manner.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Maintained accurate records of all transactions within the hotel software system.
  • Answered incoming calls from guests seeking reservations or general information.
  • Organized special requests such as wake up calls, extra pillows, cribs.
  • Promoted loyalty programs to encourage repeat business.
  • Handled customer complaints professionally and efficiently.
  • Informed customers about upcoming events held at the hotel.
  • Assisted with luggage storage upon request.
  • Ensured compliance with hotel policies and procedures.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.

Real Estate Assistant

Barksdale Group
Corona, CA
05.2023 - 11.2023
  • Assisted real estate agents with scheduling appointments, conducting market research and preparing sales documents.
  • Maintained accurate records of all transactions including contracts, closing statements and other legal documents.
  • Greeted clients upon arrival at office and assisted them in completing paperwork necessary for their real estate transactions.
  • Provided administrative support to real estate agents by organizing paperwork, answering phones, responding to emails and managing calendars.
  • Facilitated communication between clients, lenders, attorneys, title companies and other parties related to a transaction.
  • Advised clients on financial matters related to mortgage loans, insurance policies, tax laws and other aspects of real estate law.
  • Organized files containing important information about each client's transaction including financing details, inspection results and appraisal reports.
  • Followed up with prospects throughout sales processes to offer assistance.
  • Located potential listings and set up meetings to capitalize on opportunities.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Responded to customer issues to provide immediate resolution and improve retention.

Guest Service Representative

Target
Corona, CA
10.2021 - 07.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Assistant Department Administrator

Kaiser Permanente
Ontario, CA
05.1991 - 11.2016
  • Assisted with the preparation and administration of departmental budgets.
  • Organized and maintained department records, including confidential files.
  • Managed daily operations of the department and provided administrative support to staff members.
  • Developed procedures for efficient workflow within the department.
  • Responded promptly to inquiries from staff members or other departments regarding policies, procedures, or services offered by the department.
  • Provided oversight of personnel matters, such as hiring, training, performance evaluations, and disciplinary actions.
  • Monitored deadlines and ensured tasks were completed in a timely manner.
  • Assisted with special projects as needed by the Department Administrator or other senior management team members.
  • Prepared presentations and materials for meetings, conferences, workshops.
  • Collaborated with external vendors in order to obtain resources necessary for successful completion of projects or initiatives.
  • Implemented new processes or protocols as directed by senior leadership.
  • Served as a liaison between different departments or teams when needed.
  • Participated in professional development opportunities in order to stay up-to-date on best practices in administrative work.
  • Assisted with budget tracking and reconciliation activities.
  • Trained and mentored new associates on department policies and procedures.
  • Reviewed and analyzed departmental budgets to increase adherence.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.

Education

Associate of Arts - Business Administration And Management

East Los Angeles College
Monterey Park, CA
06-1986

Skills

  • Reservation Management
  • Report Preparation Data Entry
  • Customer Service
  • Payment Processing
  • Computer Skills
  • Issue Resolution
  • Phone and Email Etiquette
  • Administrative Support
  • Project Management
  • Attention to Detail
  • Loss Prevention
  • Money Handling
  • Teamwork
  • Problem-Solving
  • Sales Goals Attainment
  • Customer Assistance
  • POS System Operation
  • Suggestive Selling
  • Conflict Resolution
  • Time Management
  • Staff Management
  • Database Management
  • Service Oriented
  • Staff Recruitment and Hiring
  • Employee Training
  • Goal Setting
  • Team Building Leadership
  • Quality Assurance
  • Business Relationship Management
  • Strategy Development
  • Payroll Certification (FPC)
  • Human Resources
  • Workflow Coordination
  • Financial Management
  • Budget Planning
  • Staff Development
  • Policy Implementation
  • Business Administration
  • Workforce Management
  • Policy and Procedure Development
  • Negotiation
  • Performance Evaluations
  • Complex Problem-Solving

Languages

English
Native/ Bilingual
Spanish
Professional

Timeline

Guest Service Representative

Fontainebleau
03.2024 - Current

Real Estate Assistant

Barksdale Group
05.2023 - 11.2023

Guest Service Representative

Target
10.2021 - 07.2023

Assistant Department Administrator

Kaiser Permanente
05.1991 - 11.2016

Associate of Arts - Business Administration And Management

East Los Angeles College

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