Pamela DeLaCruz
Arlington,TX
Summary
Looking for a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem solving skills. I am organized and dependable candidate successful at managing multiple priorities with positive attitude and willing to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
Work History
Front Desk Manager
Courtyard By Marriott
03.2023 - 04.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
Call Center Representative
Urban Air
11.2021 - 03.2023
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Actively listened to customers,handled concerns quickly and escalated major issues to supervisor
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Detailed payment options and explained price, receipt and billing details to customers
- Delivered prompt service to prioritize customer needs
Education
No Degree - Business
Tarrant County College District
Fort Worth, TXHigh School Diploma -
Sam Houston High School
Arlington, TX12.2021
Skills
- Customer Service
- Check-in and Check-out Procedures
- Problem-solving skills
- Problem-Solving
- Bilingual
- Microsoft Outlook
- Inbound/outbound Phone calls
- Service-Orientation
- Call Control Skills
- Customer Account Management
- Microsoft Excel
- Understanding Customer Needs
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Manager
Courtyard By Marriott
03.2023 - 04.2024
Call Center Representative
Urban Air
11.2021 - 03.2023
No Degree - Business
Tarrant County College District
High School Diploma -
Sam Houston High School
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