RAUL ROQUE
Orlando,FL
Summary
Reliable, quality-driven professional with a tireless work ethic and 15+ years of experience in coordinating a wide range of administrative and customer-oriented initiatives. Well versed in performing within fast-paced call center settings. Committed to building and maintaining trustworthy relationships with staff.
Overview
20
20
years of professional experience
Work History
PM Turndown Attendant
FOUR SEASONS HOTELS AND RESORTS
09.2013 - 12.2021
- Conducted in-depth inspections of rooms prior to guest check-ins.
- Coordinated necessary cleaning and turndown services to meet quality standards set forth by the hotel.
- Maintained high levels of guest satisfaction by ensuring that all inquiries and issues were promptly addressed.
- Performed all tasks in compliance with company policies and procedures.
- Identified issues with linens, appliances, electronics, and fixtures.
- Reported incidents and areas of concern to management personnel.
Administrative Assistant
CHILDREN’S AID SOCIETY
09.2012 - 12.2013
- Optimized patient flow and overall office efficiencies while providing administrative support to the Bronx Health Services Clinic Medical and Dental Department for foster children and community patients.
- Greeted and registered new and existing patients.
- Handled high-volume phone lines.
- Scheduled patient appointments utilizing eClinicalWorks software.
- Verified and updated health insurance information via ePACES (Electronic Provider Assisted Claim Entry System).
Telecommunications Operator / Call Center Coordinator
EMBASSY SUITES HOTEL
05.2001 - 12.2011
- Responded to incoming phone inquiries and requests while working in a call center environment.
- Directed/forwarded incoming calls to appropriate personnel and departments based on specific needs.
- Analyzed user-generated trouble tickets to determine root causes of pertinent issues and establish effective resolutions.
- Collaborated with Network Administrators, Server Engineers, and other personnel to ensure that high quality services were provided on a daily basis.
- Trained and coached staff on best practices for completing various tasks.
Education
General Studies
WASHTENAW COMMUNITY COLLEGE
Skills
*Customer Service
*Call Center Operations
*Administrative Support
*Filing & Documentation
*Data Verification
*Data Archiving
*Invoice Processing
*Employee Training
*Expense Reporting
*Project Planning
*Daily Scheduling
*Mail Handling
*Travel Administration
*Communications
*Team Collaboration
*Quality Assurance
*Conflict Resolution
*Policy Compliance
*Computer Operations
*Relationship Building
*Time Management
*Task Prioritization
*Windows
*Microsoft Word
*Excel Spreadsheets
*PowerPoint
*eClinical Works
*ePaces
Additional Information
Additional Roles
Office Assistant (Teachers College, Columbia University)
Resident Concierge (Archstone/UDR)
Timeline
PM Turndown Attendant
FOUR SEASONS HOTELS AND RESORTS
09.2013 - 12.2021
Administrative Assistant
CHILDREN’S AID SOCIETY
09.2012 - 12.2013
Telecommunications Operator / Call Center Coordinator
EMBASSY SUITES HOTEL
05.2001 - 12.2011
General Studies
WASHTENAW COMMUNITY COLLEGE
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