Veronica Castorena
Zeeland,MI
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Services / Supply Chain Admin / Travel Assistant
Tommy Car Wash Systems
03.2021 - Current
- Managed a high volume of incoming customer inquiries via phone, email, and chat
- Provided exceptional customer service by promptly addressing and resolving customer issues and concerns
- Maintained accurate records of all customer interactions in Zendesk and in the super operator system
- Processed returns and exchanges according to company policies and procedures
- Resolved billing discrepancies
- Developed strong product knowledge to effectively answer customer questions and provide recommendations
- Scheduled and coordinated meetings, appointments, and travel arrangements for executives and staff members
- Handled incoming calls, emails, and mail; directed inquiries to appropriate personnel or provided necessary information
- Coordinated office events such as team-building activities, holiday parties, and client meetings
- Managed calendars for multiple individuals by scheduling appointments based on priority levels and availability
- Assisted in budget tracking by monitoring expenses related to office supplies procurement and vendor payments
Group Sales Manager
Suburban Inns/ Courtyard by Marriott
08.2016 - 01.2021
- Collaborated with other departments to coordinate seamless check-in/check-out processes for guests
- Oversaw the resolution of guest complaints and concerns, ensuring prompt and satisfactory solutions
- Created and maintained relationships with local vendors to provide special amenities or services for guests
- Managed room reservations and ensured accurate billing processes were followed
- Coordinated with housekeeping staff to prioritize cleaning schedules based on occupancy levels
- Organized and executed special events such as weddings, conferences, or corporate meetings according to client specifications
Education
Some college -
Baker College of Muskegon
Skills
- Operational Management
- Experience with Zendesk
- Hospitality Industry Experience
- Inventory Analysis
- Effective Organizational Skills
- Event Coordination Experience
- Meeting Organization
- Point Of Sale Expertise
- Real-Time Chat Support
- Proficient in Microsoft Office
- Customer Service Experience
- Transaction Management
- Professional Communication Skills
- Travel Accommodation Coordination
- Microsoft Office Proficiency
- Customer Complaint Management
- Independent Drive
- Professional Phone Communication
- Accurate Data Entry
- Effective Multitasking
Certification
- First aid/CPR/AED, 09/01/22, 09/01/24
- TIPS Certified, 03/01/20
Personal Information
Authorized To Work: US
Timeline
Guest Services / Supply Chain Admin / Travel Assistant
Tommy Car Wash Systems
03.2021 - Current
Group Sales Manager
Suburban Inns/ Courtyard by Marriott
08.2016 - 01.2021
Some college -
Baker College of Muskegon
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