Roximar Gonzalez
Berlin,MD
Summary
Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated, and committed to becoming a dependable and valuable team member. Bilingual, very well spoken in both Spanish and English. Excellent time management skills combined with a superior knowledge of the customer service industry. Through the year sI have developed exceptional knowledge of sales and marketing techniques. I surely know how to properly address any issues and look for reasonable solutions.
Overview
7
7
years of professional experience
Work History
Front Desk Manager
Holiday Inn & Suites
Ocean City, MD
03.2022 - Current
- Monitored and reported on customer feedback to identify areas of improvement and implementation of customer service initiatives.
- Recruited, trained, and supervised front desk personnel.
- Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards.
- Coordinated with other departments to ensure customer requests and inquiries were addressed in a timely manner.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Evaluated employee performance through regular feedback sessions and annual reviews.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Promoted loyalty programs to encourage repeat business from customers.
Front Desk Agent
Courtyard by Marriott
Lake Placid, NY
02.2020 - 02.2022
- Answered incoming calls and responded to customer inquiries in a timely and courteous manner
- Maintained a neat and organized front desk area to ensure a professional appearance
- Actively listened to customer complaints and provided suitable solutions to maintain customer satisfaction
- Handled cash and credit card transactions in accordance with company policies and procedures
- Promoted hotel services, amenities, and special offers to increase sales.
Server
Los Bravos Mexican Restaurant
Smyrna, GA
03.2019 - 01.2020
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Prepared drinks according to standard recipes.
- Followed health safety guidelines when preparing and serving food products.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Provided excellent customer service to ensure satisfaction.
Assistant Manager
Facilcloud
Orlando, FL
05.2017 - 02.2019
- Managed customer service inquiries and complaints in a timely manner.
- Created reports on sales trends, inventory levels, and financial data.
- Maintained up-to-date knowledge of company products and services.
- Resolved conflicts between team members in an effective manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Established processes for monitoring customer satisfaction levels.
- Collaborated with management on developing strategic plans for achieving business goals.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Communicated regularly with customers to gain insights into their needs.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created and managed budgets for travel, training, and team-building activities.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
Education
Languages -
IUTSO
Barcelona, Anzoategui12.2023
Skills
- Customer service expertise
- Trainable
- Communication skills
- Employee Training
- Hospitality services expertise
- Effective time management
- Decision making
- Leadership skills
- Problem solving
- Conflict resolution
- Leadership Development
- Leadership and teamwork
- Microsoft Office
- Excel
- Bilingual
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Front Desk Manager
Holiday Inn & Suites
03.2022 - Current
Front Desk Agent
Courtyard by Marriott
02.2020 - 02.2022
Server
Los Bravos Mexican Restaurant
03.2019 - 01.2020
Assistant Manager
Facilcloud
05.2017 - 02.2019
Languages -
IUTSO
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