Summary
Overview
Work History
Education
Skills
Timeline
Generic

Norma Perez Majano

Fredericksburg,VA

Summary

Dynamic customer service professional with extensive experience at Amazon, adept at problem-solving and account management. Proven track record of enhancing customer satisfaction and streamlining processes. Skilled in Salesforce and time management, consistently exceeding performance benchmarks while maintaining professionalism in high-pressure situations. Committed to delivering exceptional service and driving improvements.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Amazon
Fredericksburg, VA
01.2023 - Current
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided accurate information about products and services to customers.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Answered customer inquiries via phone, email, and chat.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Collected deposits or payments and arranged for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Resolved customer complaints promptly and efficiently.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Transition Team Member

Aimbridge Hospitality Management
08.2021 - 12.2022
  • Greet and assist guest upon check in and check out
  • Resolve all guest complaints
  • Complete close out checklist
  • Manage and input A3 with daily revenue stats
  • Review and submit end of month reports
  • Complete bank deposits
  • Assist with payroll for housekeeping and front desk
  • Organize all guest supply closets
  • Worked closely with human resources to support employee management and organizational planning.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Assisted newly hired team members by explaining company procedures and safety requirements.
  • Addressed customer needs, responding to specific requests.
  • Determined consumer needs to provide products and services appealing to larger market.

Front desk

McNeill Hospitality Management
05.2021 - 09.2021
  • Company Overview: Hampton Inn & Suites/ Springhill suites
  • Greets, checks in, and assigns rooms to guests
  • Promptly and effectively deals with guest requests and complaints
  • Answers phone calls and routes appropriately, takes accurate messages, makes reservations and uses upselling techniques as directed by General Manager or sales team
  • Assists sales and marketing efforts as directed by General Manager
  • Handles confidential information with high integrity
  • Maintains accurate cash, accounting, and reservation records
  • Responsible for all cash and credit card transactions so that drawers balance at the end of each shift
  • Answers guest inquiries about area attractions, hotel services, directions or reservations
  • Conducts wake up calls as requested
  • Records pertinent guest information and issues in log book for opening managers review
  • Hampton Inn & Suites/ Springhill suites

Assistant Director of Operations

Valor Hospitality Management
11.2019 - 03.2020
  • Company Overview: Crowne Plaza by Intercontinental hotels
  • Team leader for the front desk operations
  • Assisted all departments in renovation process
  • Trained front desk agents to operate at brand standards
  • Respond, and resolve all guest complaints, concerns, and questions
  • Modified am, pm, and overnight checklist to meet guest needs
  • Improved trip advisor scores
  • Crowne Plaza by Intercontinental hotels

Sales Manager/ Lead Front Desk Agent

Hospitality Management
06.2016 - 08.2019
  • Member of the Transition Team for the hotel
  • Property Support for sister property Courtyard at the Front Desk and Inspecting Guest rooms
  • Assisted all departments in the renovation process
  • This included making sure rooms were put back into inventory at brand standards, front office was set up according to standards for Marriott and THM
  • Trained current and new hires on the standard operating procedures for the front office through a BSA checklist with service touch points
  • Responsible for reviewing trip advisor and guest voice alerts and responding to any alerts
  • Created Platinum Loyalty name tags for water bottles
  • Created AM, PM and Night Checklists
  • Ensured that all shifts were completing checklists and shift reports
  • Bank Deposits
  • Ordered Market Supplies and tracked agent market sales for AGM
  • Ordered Front Office Supplies
  • Coded Invoices for AGM to submit in M3 Accounting
  • Acted as MOD when needed

Call Center Representative

Navy Federal Credit Union
Alexandria, VA
11.2016 - 12.2018
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Excelled in exceeding daily credit card application goals.
  • Collected deposits or payments and arranged for billing.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Identified opportunities to upsell additional products or services when appropriate.

Seasonal Bilingual Interpreter Registrar

Fairfax County Schools
Alexandria, VA
05.2017 - 09.2017
  • Processed Reservation Request
  • File and Organize Student Records
  • Interpret Documents
  • Enroll students in ESL testing
  • Facilitated communication between English and Spanish-speaking parties in both verbal and written forms.
  • Provided onsite interpreting services to community organizations such as hospitals, schools, courts, social service agencies.

Guest Service Agent

Residence Inn Caryle
09.2015 - 06.2016
  • Maintained Market with Supplies
  • Ran AM and PM Shifts
  • Worked with Housekeeping to ensure platinum and gold guests rooms were pre-blocked
  • All other duties when assigned

Office Assistant Internship

Mt. Vernon High School
01.2015 - 06.2015
  • Greeted Visitors
  • Answered Incoming Calls
  • Record Attendance for Students
  • Make Deliveries to the classroom
  • Mail and Filing Duties as needed

Education

Advanced Studies High School Diploma -

Mount Vernon High School
06.2016

Skills

  • Opera
  • DNA
  • Salesforce software
  • Product knowledge
  • Call management
  • Time management
  • Problem-solving abilities
  • Account management
  • Cross-selling techniques
  • Lightspeed
  • Sales Pro
  • Microsoft Excel
  • Microsoft Word

Timeline

Customer Service Representative

Amazon
01.2023 - Current

Transition Team Member

Aimbridge Hospitality Management
08.2021 - 12.2022

Front desk

McNeill Hospitality Management
05.2021 - 09.2021

Assistant Director of Operations

Valor Hospitality Management
11.2019 - 03.2020

Seasonal Bilingual Interpreter Registrar

Fairfax County Schools
05.2017 - 09.2017

Call Center Representative

Navy Federal Credit Union
11.2016 - 12.2018

Sales Manager/ Lead Front Desk Agent

Hospitality Management
06.2016 - 08.2019

Guest Service Agent

Residence Inn Caryle
09.2015 - 06.2016

Office Assistant Internship

Mt. Vernon High School
01.2015 - 06.2015

Advanced Studies High School Diploma -

Mount Vernon High School

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