Valeria Guzman
San Marcos,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail and hospitality industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Airport Communications Specialist
Austin Bergstrom International Airport
01.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Responded effectively to security incidents and provided guidance regarding security procedures.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Coordinated with security and terminal operations personnel throughout the airport via radio and CAD, updating colleagues on situations requiring attention or action.
- Reviewed both security camera footage and live feeds to spot security incidents.
- Investigated and reported accidents, incidents, or safety concerns to appropriate personnel and authorities.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Passionate about learning and committed to continual improvement.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Housekeeping Supervisor
Atrium Hospitality
10.2021 - 12.2022
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Adhered to safety protocols by enforcing proper equipment usage.
- Communicated repair needs to maintenance staff.
- Coordinated daily workflow through task prioritization and concise scheduling.
- Worked with front desk to respond promptly to all guest requests.
Customer Experience Manager
Michaels Arts And Crafts
10.2018 - 10.2021
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Developed new employees and on-going performance assessment of current employees.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Hired, supervised and coached 12 employees on sales strategies to optimize performance.
FRAMING MANAGER
Michaels Arts And Crafts
09.2020 - 02.2021
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Supervised staff of 4 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Managed overstocking, restocking and inventory control procedures during morning shift.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
LBJ High School
Austin, TX06.2013
Skills
- Customer Engagement
- Handling Complaints and Inquiries
- Computer Proficiency
- Customer Satisfaction
- Motivational Leadership
- Staff training and development
- Team collaboration
- Emergency response
- Surveillance monitoring
- Radio communication
- Protocol implementation
- Adaptable under pressure
- Effective problem solving
- English and Spanish fluency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Software
Velocity
CAD
Genetec
Maximo
Airline Choice
Timeline
Airport Communications Specialist
Austin Bergstrom International Airport
01.2023 - Current
Housekeeping Supervisor
Atrium Hospitality
10.2021 - 12.2022
FRAMING MANAGER
Michaels Arts And Crafts
09.2020 - 02.2021
Customer Experience Manager
Michaels Arts And Crafts
10.2018 - 10.2021
High School Diploma -
LBJ High School
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