Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
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Natalie Mosquera

Orlando,FL

Summary

Seasoned in enhancing guest experiences at Hilton, I excel in guest relations management and complaint resolution, leveraging bilingual abilities and hotel operations knowledge. Proven track record in improving customer satisfaction, evidenced by a promotion at Westgate Lakes Resort & Spa. Skilled in basic accounting and maintaining composure under pressure.

Overview

7
7
years of professional experience

Work History

Overnight Guest Service Agent

Hilton
Orlando, FL
05.2023 - Current
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Responded quickly and appropriately to emergency situations as they arose.
  • Took reservations from patrons by phone or online.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Produced and distributed daily reports detailing business activities and revenue.
  • Created backups of digital records covering daily work and sent relevant data to the accounting team.
  • Helped management with training any new hires.

Financial Services Representative

Charles Schwab
Orlando, FL
10.2023 - 02.2024
  • Opened new member accounts, IRAs and CDs and assisted members with banking needs.
  • Complied with department and company policies, procedures, audit guidelines and regulations.
  • Assisted with resolution of complex customer questions and problems, escalating for assistance if needed.
  • Established relationships with members and sought opportunities to offer products and services.
  • Took FINRA test

Inbound Customer Service Representative

Wyndham Destinations
Wyndham Destinations, FL
10.2022 - 05.2023
  • Assessed customer needs and escalated calls to specific departments.
  • Answered incoming calls, chat messages and email communications to handle product concerns.
  • Collaborated with internal departments to find resolutions and conduct further research on customer account.
  • Updated records with details of customer interactions and transactions.
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills.

Guest Service Managment

Westgate Lakes Resort & Spa
Orlando, FL
09.2017 - 11.2022
  • First year and second year with the company I did was a PBX operator:
  • Worked closely with other departments to resolve customer issues efficiently and effectively.
  • Utilized computer software to track calls, log messages, and access important company information quickly.
  • Third and Forth year I was promoted to the Guest Experience management team:
  • Triaged guest concerns and prioritized critical issues to be urgently addressed.
  • Resolved guest complaints professionally and courteously

Education

General Studies

Polk State College
Winter Haven, FL

Skills

  • Bilingual
  • Guest relations management
  • Complaint handling
  • Hotel operations
  • Basic accounting
  • Patience and composure
  • Cash handling experience

Languages

Spanish
Native/ Bilingual

Accomplishments

  • Have been recognized by my leadership, peers and guest through our Hilton Recognition program and GIMI program

Timeline

Financial Services Representative

Charles Schwab
10.2023 - 02.2024

Overnight Guest Service Agent

Hilton
05.2023 - Current

Inbound Customer Service Representative

Wyndham Destinations
10.2022 - 05.2023

Guest Service Managment

Westgate Lakes Resort & Spa
09.2017 - 11.2022

General Studies

Polk State College

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