Nadia Ontiveros
Buckeye,AZ
Summary
Motivated Front office clerk with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
15
15
years of professional experience
Work History
Team Leader
Ups Store
Buckeye , AZ
04.2023 - 03.2025
- Oversaw training and development programs to enhance team skills and knowledge.
- Collaborated with management team to implement new work procedures or policies.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Packed items in designated boxes and cartons to fulfill customer orders.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer complaints promptly and efficiently.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided exceptional customer service to ensure customer satisfaction.
Front Office Manager
Best Western northwest Lodge
Boise, ID
01.2019 - 08.2022
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office inventory and placed new supply orders.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Coded and entered daily invoices with in-house accounting software.
- Administered payroll and maintained proper documentation of employee personnel.
- Handled guest complaints and offered complimentary services for hardship cases.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Assisted guests at check-in, providing information on various services within hotel.
- Provided end-of-month audits of resort to upper management as required.
- Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates.
- Responded to and resolved guest issues or complaints.
- Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
- Managed team of front desk agents, supervising personnel in issue resolution.
Secretary
Alliance Insulation
Mountain Home, ID
02.2017 - 01.2019
- Maintained organized filing system of paper and electronic documents.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Drafted agendas, meeting notes and other documents to enhance collaborative process.
- Assisted with accounts receivable and accounts payable functions.
- Composed and distributed reports, routine correspondence and meeting notes with job-related software.
- Managed staff calendars and coordinated travel, meeting and hotel accommodations.
- Processed payroll and submitted direct deposits using accounting software.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assistant Manager
Idaho Youth Ranch Thrift Store
Mountain Home, ID
01.2010 - 01.2011
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Recruited and hired qualified candidates to fill open positions.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
Education
Diploma - Certified Medical Interpreter
Saint Lukes
Boise, ID01-2010
High School Diploma -
CBTIS
Mexico12.2002
High School Diploma -
Rimrock Highschool
Idaho05.2002
Skills
- Managing Operations and Efficiency
- Team Leadership
- Verbal and Written Communication
- Teamwork and Collaboration
- Work Planning and Prioritization
- Problem Resolution
- Team Building
- Fluent spanish and english
- Exceptional Customer Support
- Strong Organizational Skills
- Professional and Courteous
- Multitasking and Time Management
Languages
Spanish
Native/ Bilingual
Timeline
Team Leader
Ups Store
04.2023 - 03.2025
Front Office Manager
Best Western northwest Lodge
01.2019 - 08.2022
Secretary
Alliance Insulation
02.2017 - 01.2019
Assistant Manager
Idaho Youth Ranch Thrift Store
01.2010 - 01.2011
High School Diploma -
CBTIS
High School Diploma -
Rimrock Highschool
Diploma - Certified Medical Interpreter
Saint Lukes
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