VANESSA MORALES
PUNTA GORDA,USA
Summary
Professional administrative specialist skilled in managing front desk operations and providing exceptional customer service. Proven ability to handle multiple tasks, create welcoming environment, and resolve issues efficiently. Known for strong teamwork, adaptability, and reliability.
Overview
21
21
years of professional experience
Work History
Front Desk Assistant
Four Points By Sheraton
05.2021 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests.
- Streamlined check-in and check-out processes for improved efficiency and customer experience.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Trained new staff on front desk procedures, fostering a collaborative and knowledgeable work environment.
Front Desk Lead
Charlotte Heart & Vascular Center
04.2021 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Site Operations Manager
Advance Imaging Of Port Charlotte
05.2017 - 04.2021
- Conducted regular audits of operational procedures, ensuring compliance with industry standards and regulations.
- Enhanced site efficiency by streamlining operations and implementing new processes.
- Analyzed and reported on key performance metrics to senior management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Front Desk Lead
Aspen Dental
03.2015 - 07.2017
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
Shift Manager
Holiday Inn Express Hotel Suites
01.2008 - 03.2015
- Assisted event planners in coordinating successful events, conferences, and meetings at the hotel.
- Welcomed guests to the facility, addressed complaints and found solutions to problems.
- Participated in staff training sessions to continuously improve knowledge of industry best practices and trends.
- Conducted regular room inspections, ensuring adherence to high-quality standards for guest comfort and safety.
- Enhanced hotel operations efficiency by assisting in various departments such as front desk, housekeeping, and food and beverage.
- Increased revenue with upselling techniques and promoting hotel amenities to guests.
- Addressed guest complaints professionally, resolving issues quickly to maintain a high level of satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Prepared monthly resort activity reports.
- Evaluated and promptly resolved lodging facility operational issues.
- Collaborated with team members to ensure seamless guest experience throughout their stay.
Unemployment Claims Specialist
State Of Florida Department Of Revenue
03.2005 - 12.2008
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Handled escalated claimant issues professionally, working towards satisfactory resolutions without compromising company policies or procedures.
- Reviewed appeal requests from denied claimants, making determinations based on legal guidelines and individual case factors.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Negotiated settlements with claimants in contested cases, resulting in fair outcomes for both parties.
Shift Manager
Marriott By Courtyard
12.2004 - 02.2005
- Managed hotel reservations, coordinating with various departments to ensure seamless guest experiences from arrival to departure.
- Collaborated closely with management, reporting on departmental performance and providing strategic recommendations for improvement.
- Reduced guest complaints by ensuring consistent delivery of high-quality services throughout the hotel.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Oversaw day-to-day operations of a 300 room hotel with staff of 40 employees.
- Managed day-to-day operations of lodging facilities, scheduling staff and overseeing budgets.
Education
Bachelor - Business Management
Central Texas College
Killeen, TX05.2004
High School Diploma - undefined
Lincoln High School
05.1997
Skills
- Project Management
- Hiring
- Training and coaching
- Computer Proficiency
- Organization
- Conflict Resolution
- Invoice Processing
- Decision-making
- Problem-solving skills
- Time management
- Budgeting
- Hospitality services
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Assistant
Four Points By Sheraton
05.2021 - Current
Front Desk Lead
Charlotte Heart & Vascular Center
04.2021 - Current
Site Operations Manager
Advance Imaging Of Port Charlotte
05.2017 - 04.2021
Front Desk Lead
Aspen Dental
03.2015 - 07.2017
Shift Manager
Holiday Inn Express Hotel Suites
01.2008 - 03.2015
Unemployment Claims Specialist
State Of Florida Department Of Revenue
03.2005 - 12.2008
Shift Manager
Marriott By Courtyard
12.2004 - 02.2005
High School Diploma - undefined
Lincoln High School
Bachelor - Business Management
Central Texas College
Similar Profiles
Jennifer D.A.M. DeSilvaJennifer D.A.M. DeSilva
Front Office Department – Intern at Four Points By Sheraton PuchongFront Office Department – Intern at Four Points By Sheraton Puchong
Samuel Mwembatsh MatalatalaSamuel Mwembatsh Matalatala
Vérificateur de Chambre et Housekeeping at Four points by Sheraton HôtelVérificateur de Chambre et Housekeeping at Four points by Sheraton Hôtel
CHEW CHUN HUNGCHEW CHUN HUNG
Front Office Supervisor at Four Points by Sheraton Kuala Lumpur, ChinatownFront Office Supervisor at Four Points by Sheraton Kuala Lumpur, Chinatown
Cynthia PerezCynthia Perez
Customer Experience Agent at AloricaCustomer Experience Agent at Alorica
Guy R. DeCastris Jr.Guy R. DeCastris Jr.
Bureau of Compliance - Workers’ Compensation Coverage at State of Florida – Ft. Myers Field Office, FLBureau of Compliance - Workers’ Compensation Coverage at State of Florida – Ft. Myers Field Office, FL