Monserrat Franco
South Lake Tahoe,CA
Summary
Detail-oriented customer service professional with 3+ years of experience in billing, revenue collection, and customer account management in high-volume environments. Skilled in handling sensitive financial information, maintaining accurate records, and responding to customer inquiries by phone and in person, including in urgent or distressed situations. Experienced in cash handling, report preparation, and coordinating service requests across departments. Bilingual in English and Spanish.
Overview
4
4
years of professional experience
Work History
Front Desk Supervisor
Camp Richardson Resort LLC
South Lake Tahoe, California
08.2024 - Current
- Oversee customer registration, reservations, and account management across in-person, telephone, and online platforms
- Ensure accurate data entry, rate application, deposit collection, and payment processing, including credits, debits, payment plans, and cashier till balancing
- Review reservations and revenue reports to prevent overbooking, resolve discrepancies, and support operational decision-making
- Document customer interactions thoroughly and provide bilingual (English/Spanish) customer service
- Coordinate with multiple departments to address service and maintenance requests and maintain accurate records
- Supervise and support a front desk team of 10 employees while coordinating daily operations with the Housekeeping Supervisor
- Provide bilingual (English/Spanish) operational communication to ensure task clarity, workflow efficiency, and staff accountability for a team of 13 housekeeping employees
- Develop and maintain comprehensive training binders outlining company policies, applicable California regulations, accommodation details, and standard operating procedures for front desk operations
- Create step-by-step instructional guides for the reservation system and point-of-sale system, including screenshots, maps, layouts, and workflow instructions to ensure consistent staff training
- Use rate sheets and property maps to assist customers in selecting accommodations that meet their desired price range, dates, and accessibility needs
Front Desk Agent
Camp Richardson Resort LLC
South Lake Tahoe, California
01.2022 - 08.2024
- Answered high-volume incoming calls on a multi-line phone system and assisted customers in person
- Managed customer registrations, account updates, billing inquiries, and service requests
- Processed payments and deposits and maintained accurate electronic billing and reservation records
- Entered data into billing and reservation systems with attention to detail
- Coordinated service request with housekeeping and maintenance teams
- Documented customer interactions and provided bilingual support in English and Spanish
Education
Bachelor of Arts - Business Administration (Professional Business)
California State University, Fullerton
Fullerton, CA12-2027
Associate of Arts - Business Administration
Lake Tahoe Community College
South Lake Tahoe, CA06-2023
High School Diploma -
South Tahoe High School
South Lake Tahoe, CA06-2021
Skills
- Customer service & public relations
- Billing, payments & revenue collection
- Cash handling, cashier till balancing & auditing
- Customer account management & record-keeping
- Organization, accuracy & time management
- Bilingual communication (English & Spanish)
- Microsoft Word (documents, letters, reports)
- Microsoft Excel (reports, organizing data, basic formulas)
- Microsoft Outlook (professional emails, scheduling)
- Point of Sale Systems (payment posting, debits/credits, balancing tills)
Timeline
Front Desk Supervisor
Camp Richardson Resort LLC
08.2024 - Current
Front Desk Agent
Camp Richardson Resort LLC
01.2022 - 08.2024
Bachelor of Arts - Business Administration (Professional Business)
California State University, Fullerton
Associate of Arts - Business Administration
Lake Tahoe Community College
High School Diploma -
South Tahoe High School