Syphera Villanueva
Camden,NJ
Summary
Dedicated Guest Service Representative with proven skills in customer satisfaction, problem resolution, and cash handling, ensuring a welcoming atmosphere and enhancing guest experiences.
Overview
4
4
years of professional experience
Work History
Guest Service Representative
Feather Nest Inn
Cherry Hill, NJ
08.2025 - Current
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring smooth and efficient operations.
- Collaborated with housekeeping to maintain cleanliness and readiness of guest rooms.
- Utilized reservation systems to manage bookings and optimize room availability.
- Implemented feedback mechanisms to enhance guest satisfaction and service quality.
- Developed comprehensive knowledge of hotel amenities, promoting offerings to guests effectively.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
Environmental Services Housekeeper
Feather Nest Inn
Cherry Hill, NJ
07.2025 - Current
- Maintained cleanliness and sanitation of guest rooms and common areas.
- Utilized cleaning chemicals and equipment safely and effectively.
- Assisted in laundry operations, ensuring timely availability of clean linens.
- Followed established safety protocols while performing housekeeping duties.
- Adapted quickly to changing priorities and special cleaning demands.
- Collaborated with team members to enhance overall guest satisfaction levels.
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Showcased exceptional work ethic and reliability, contributing to team success and maintaining high levels of cleanliness throughout the facility.
- Provided exceptional customer service while addressing concerns or requests from facility occupants in a professional manner.
- Documented and reported necessary facility and building repairs observed.
Customer Service Team Lead
Macy's
Cherry Hill, NJ
11.2021 - 10.2024
- Led customer service team in achieving high satisfaction ratings through effective problem-solving strategies.
- Trained and mentored new team members, enhancing overall team performance and service delivery.
- Implemented process improvements that streamlined operations and reduced response times for customer inquiries.
- Coordinated shift schedules to ensure optimal staffing levels during peak sales periods.
- Analyzed customer feedback to identify trends and recommend actionable improvements to management.
- Managed escalated customer issues with professionalism, ensuring timely resolutions and maintaining brand loyalty.
- Took cash and credit card payments via phone, in person, and through email.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Attracted potential customers by answering [Product or Service] questions and suggesting information about other products and services.
Customer Sales Representative
Foot Locker
Cherry Hill, NJ
11.2023 - 05.2024
- Assisted customers with product selection, enhancing overall shopping experience.
- Processed sales transactions accurately and efficiently using POS systems.
- Provided product knowledge to customers, driving informed purchasing decisions.
- Resolved customer inquiries and complaints, fostering positive relationships and loyalty.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Contributed valuable feedback from customers to management regarding product improvements or new offerings worth considering for future development plans.
Customer Service Cashier
Hollister.Co
Cherry Hill, NJ
12.2022 - 06.2023
- Processed customer transactions efficiently through point-of-sale systems.
- Resolved customer inquiries and complaints with professionalism and attention to detail.
- Maintained accurate cash drawer, ensuring balanced end-of-shift reports.
- Trained new cashiers on operational procedures and customer service standards.
- Implemented strategies to enhance customer satisfaction and streamline checkout processes.
- Monitored store environment for cleanliness, safety, and compliance with company policies.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Education
Associate of Applied Science - Criminal Justice
Rutgers University
Camden, NJ05-2027
Skills
- Customer service
- Computer skills
- Detail-oriented
- Patience and composure
- Greeting and directing
- Cash handling experience
- Hospitality experience
- Customer satisfaction
- Active listening
- Critical thinking
- Problem resolution
Accomplishments
- Processed over $1,000 in transactions with 100% cash register accuracy during a busy season.
- Increased loyalty rewards program sign ups by 10% over the course of three months.
- Trained over 8 new employees on customer service standards and systems.
- Maintained sanitation compliance with a 100% inspection pass rate.
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Guest Service Representative
Feather Nest Inn
08.2025 - Current
Environmental Services Housekeeper
Feather Nest Inn
07.2025 - Current
Customer Sales Representative
Foot Locker
11.2023 - 05.2024
Customer Service Cashier
Hollister.Co
12.2022 - 06.2023
Customer Service Team Lead
Macy's
11.2021 - 10.2024
Associate of Applied Science - Criminal Justice
Rutgers University