Vanessa Cepeda
La Center,WA
Summary
Dynamic leader with a proven track record at ilani casino & resort, adept in management and communication. Excelled in enhancing guest experiences and team performance through effective coaching and conflict resolution. Demonstrated ability to streamline operations, achieving significant improvements in customer satisfaction and operational efficiency. Skilled in multitasking and fostering cooperative team environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
GUEST EXPERIENCE SUPERVISOR
ilani casino & resort
Ridgefield, WA
04.2023 - Current
- Monitor social websites, guests’ surveys, contact us portals for guests’ communications
- Compile and review daily reports/logs/contingency lists
- Supply guests with directions and property information
- Accommodate guest requests, contacting appropriate staff if necessary
- Obtain manual authorizations and follow all accounting procedures
- Assist management in training, evaluating, counseling, motivating team members; serve as a role model and first point of contact for the Guest Experience Team
- Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to team member concerns
- Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets
- Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette
- Ensure adherence to quality standards, Core Values
COWLITY CROSSING CHEVRON SUPERVISOR
ilani casino & resort
Ridgefield, WA
04.2019 - 04.2023
- Safety and security: Ensuring the safety and security of customers and employees
- Customer service: Ensuring employees provide excellent customer service and handling customer complaints
- Financial goals: Meeting financial and operational goals, tracking sales and profits, and handling financial transactions
- Stock management: Managing inventory, implementing promotions and discounts, and developing budgets
- Staff management: Creating work schedules, interviewing, hiring, and training employees, and always ensuring adequate coverage
- Maintenance: Controlling and planning annual service and reactive maintenance works
- Cleanliness: Maintaining the overall cleanliness and appearance of the station
- Compliance: Ensuring compliance with safety and environmental regulations
- Unexpected issues: Handling any unexpected issues that may arise, such as equipment malfunctions or fuel shortages
CUSTOMER SERVICE REPRESENTATIVE / COLLECTIONS AGENT
GUAM POWER AUTHORITY
Mangilao, Guam
01.2003 - 11.2018
- Assist in the processing of customer’s 1) New Installations Temporary, Permanent and Street Light Installations 2) Customer applications and or Name Changes 3) Street light requests / repair 4) Relocation of Meter 5) Miscellaneous Public Service Work Orders 6) Overhead and Underground Work Clearances 7) Net Meter Application 8) Pre-paid and Post-paid application
- Receive all Damage Claims Applications for appliances and vehicles
- Ensure completion and assign claim number before submitting to Damage Claim Committee for review
- Serve as a Committee Member attending committee meetings twice monthly
- Receive Damage Claims that were reviewed for process and completion
- Process depreciation amount for payment
- Compile denial letters and Monthly Reports
- Review all small claims cases monthly to ensure customers comply with payments schedule
- Receive all Tampering Meters Investigations; Theft of Service Reports; review and process back billing and assessed Tampering Penalty Charges Adjustments; after completion and management approval forward to Revenue Protection Section
- Maintain Daily Activities additional to my assigned duties; by answering telephone calls from customers regarding their account balance or understanding their billings or inquiries
- Coordinate with other departments to investigate/re-read meters; process meter change-outs; or cancel & re-bill the customer based on investigation results
- May entail compiling data and reviewing account holder’s history/complaints in preparation for Executive to meet with customer
- Coordinate with other sections within the authority (T&D, Meter Shop, Dispatch, Accounting, etc.) for customer inquiry/request follow-up
- Coordinate with other sections within the Customer Service Division (Business Office, Satellite Offices, Cash Management, Meter Readers, Disconnection / Reconnection) regarding customer complaints, work orders, inquiries ensuring timely response to customers
- Assist with Business Office when they are short of manpower; entertain each customer depending individual situation and needs, such as explanation of billing, adjustments or payment arrangements or Change-Out Meter to satisfy the customer
- Train new customer service representatives on the basic requirements / steps in processing different types of Service Orders; as well as assisting other CSR’s with pending; billing corrections, mixed up meters, or types of error requiring research and corrections
- Assume leadership responsibilities in absence of manager, attendance of management meetings and inform team of any updates
- Payroll Time Entry – Knowledge in performing compilation of time accountability forms, leave form requests inclusive of overtime justification forms requiring signature approval
- Upon compilation, perform payroll time entries as needed for prospective business units
- Energy Sense Program- My Energy Guam, Processes of Customer rebate applications, MDMS Meter Data Management System (Internal) Assist customers with Pay GPA, Mobile APP and My energy log in or inquiries
- Hands-on experience w/all systems as well as assist customers with on-line registration process, resets
- CC&B – Customer Care & Billing Meter Exchange Processes: Meter configurations, meter exchanges and completions of Field Activities, also monitor for back billing charges
- Prepare and send notices for Meter exchanges
- Review inactive accounts and prepare declaration, summons, and docket statements for Small Claims filing at Superior Court of Guam
- Upon return of filed documents, prepare for Process Serving by GPA Process Servers
- Subpoena customer
- Attend court hearings at the Superior Court of Guam as a representative of GPA
- Prepare and file documents as ordered by the court
- Review all small claims cases monthly to ensure customers comply with payments schedule (Installment Payment Order)
- Prepare and submit all financial reports monthly
- Review inactive accounts and send first and final notices via mail
- Monitor NSF return check report status and prepare disconnection for nonpayment for those unpaid
- Assess NSF bank fees and debit customer accounts accordingly
- Mail paid / cleared NSF Checks back to customer
- Prepare disconnection field sheets for customers 60-90 Days delinquent, attach maps to field sheets
- Prepare daily nonpayment report
- Lead collection agent responsible for actively collecting on Inactive balances
Education
Guam Community College
University of Guam
Geroge Washington High
Skills
- Leadership
- Management
- Accountability
- Coaching
- Multi-tasking
- Organized
- Communication
- Cooperative
- Fast learner
- People skills
- Proactive
- Conflict resolution
Certification
- WA State Class 12 MAST Permit
- WA Food Handler Permit
Accomplishments
- Team leadership involves successfully leading a team to achieve specific goals or milestones
- Mentorship involves mentoring others and contributing to their professional development or career growth
Timeline
GUEST EXPERIENCE SUPERVISOR
ilani casino & resort
04.2023 - Current
COWLITY CROSSING CHEVRON SUPERVISOR
ilani casino & resort
04.2019 - 04.2023
CUSTOMER SERVICE REPRESENTATIVE / COLLECTIONS AGENT
GUAM POWER AUTHORITY
01.2003 - 11.2018
Guam Community College
University of Guam
Geroge Washington High
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