Oralia Herrea
Chicago,IL
Summary
With a proven track record at Illinois Tollway Call Center, I excel in conflict resolution and maintaining safe environments, demonstrating patience and a strong work ethic. Skilled in childcare and customer service, I effectively enhance satisfaction and safety, showcasing reliability and empathy in high-stress situations.
Overview
8
8
years of professional experience
Work History
Babysitter
Family Members
02.2024 - 09.2024
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Maintained a clean and organized environment to ensure the well-being of children under care.
- Prepared healthy, age-appropriate snacks and meals.
- Reassured children when upset providing emotional support and stability.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Assisted with meal preparation, light housekeeping and laundry to support family with additional chores.
- Taught children to organize toys, wash hands, and share by leading by example.
- Handled conflicts between siblings effectively using conflict resolution techniques resulting in a more peaceful household.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Improved child safety by vigilantly monitoring play areas and consistently enforcing rules.
- Created a fun and educational atmosphere by incorporating age-appropriate games and activities that promoted learning while keeping children entertained.
Customer Service Representative
Illinois Tollway Call Center
Chicago, IL
06.2020 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Housekeeper
Hilton Hotel & Resorts
03.2018 - 01.2020
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Dusted picture frames and wall hangings with cloth.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
Ticket Agent
Midway Airport
10.2016 - 11.2017
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Verified passenger identification and processed required travel documents for smooth boarding procedures.
Education
High School Deploma
Thomas Kelly High School
Chicago, ILSkills
- Patience and Empathy
- Time Management
- Strong Work Ethic
- Reliability
- Following Directions
- Reliability and punctuality
- Child Supervision
- Conflict Resolution
- Maintaining safe environment
- Childcare
- Meal and snack times
- Housekeeping
- Playing puzzles and games
- Reading and Storytelling
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Babysitter
Family Members
02.2024 - 09.2024
Customer Service Representative
Illinois Tollway Call Center
06.2020 - 02.2023
Housekeeper
Hilton Hotel & Resorts
03.2018 - 01.2020
Ticket Agent
Midway Airport
10.2016 - 11.2017
High School Deploma
Thomas Kelly High School