Rebecka Matos
Holyoke
Summary
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
12
12
years of professional experience
Work History
Front Desk Receptionist
Motel 6 Hotel
06.2023 - 12.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Collected room deposits, fees, and payments.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
Customer Service Manager
Five Below
12.2022 - 07.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Housekeeping Manager
Health Care Service Corporation
08.2017 - 01.2022
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Evaluated employee performance and developed improvement plans.
- Placed orders for housekeeping supplies and guest toiletries.
- Trained and mentored all new personnel to maximize quality of service and performance.
Assistant Manager
Family Dollar
02.2015 - 06.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Cashier
Five Below
12.2015 - 10.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Front Counter Attendant
Laundromax
02.2014 - 02.2015
- Maintained a clean and organized workspace, contributing to a positive customer experience.
- Boosted sales through upselling menu items and promoting daily specials to customers.
- Contributed to increased efficiency by restocking supplies during downtime, ensuring availability when needed.
- Streamlined order processing by quickly entering accurate information into the Point of Sale system.
- Promoted a safe working environment by following all health and safety regulations consistently.
- Resolved customer complaints professionally, ensuring their satisfaction and continued patronage.
- Facilitated smooth operations by accurately handling cash transactions and balancing the register daily.
- Assisted in training new hires, sharing best practices to help them excel in their roles quickly.
Cashier
Dunkin' Donuts
02.2012 - 01.2014
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
GED -
Holyoke Community College
Holyoke, MA08-2011
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Goal setting
- Documentation and reporting
- Strategic planning
- Project planning
- Customer relationship management (CRM)
- Performance management
- Shift scheduling
- Conflict resolution
- Workforce management
- Critical thinking
- Data entry
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Receptionist
Motel 6 Hotel
06.2023 - 12.2023
Customer Service Manager
Five Below
12.2022 - 07.2023
Housekeeping Manager
Health Care Service Corporation
08.2017 - 01.2022
Cashier
Five Below
12.2015 - 10.2016
Assistant Manager
Family Dollar
02.2015 - 06.2017
Front Counter Attendant
Laundromax
02.2014 - 02.2015
Cashier
Dunkin' Donuts
02.2012 - 01.2014
GED -
Holyoke Community College
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