Veronica Lamus
Kissimmee,FL
Summary
Current Front Office Manager and Outbound Call Center Sales Agent with 3+ years of experience dealing with different customers and resolving different customer complaints, issues, and inquiries. Has strong knowledge and experience in driving customer loyalty and building strong linkages with existing and repeat customers and clients. Im recognized for my creativity, people skills and for reaching monthly sales goals.
Overview
4
4
years of professional experience
Work History
Outbound Sales Call Center Agent
Hilton Grand Vacations
02.2024 - Current
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Improved team performance by sharing successful sales strategies in regular meetings and training sessions.
- Implemented targeted cold-calling strategies that led to an increase in qualified leads generated per day.
- Adapted quickly to changes in company policies or product offerings, ensuring accurate information was relayed to customers at all times.
- Optimized calling scripts to enhance effectiveness, leading to higher conversion rates from prospects to customers.
- Exceeded sales quotas consistently through effective lead generation and persuasive communication skills.
Front Office Manager
Holiday Inn and Suites
04.2022 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
Cashier Lead
Bath and Body Works
05.2021 - 05.2022
- Trained new cashiers on company policies, ensuring consistent quality of service across the team.
- Conducted daily cash audits to ensure accurate financial records and reduce discrepancies.
- Maintained cleanliness and organization of the checkout area, creating a pleasant shopping experience for customers.
- Monitored cashier performance closely, providing constructive feedback and coaching when necessary for continuous improvement.
Key Holder Supervisor
Journeys Kidz
03.2021 - 05.2021
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Managed daily store operations, including opening and closing procedures, cash handling, and staff scheduling.
Assistant Chef/Customer Service Associate
Churromania
10.2020 - 02.2021
- Managed time efficiently when completing multiple tasks, ensuring smooth flow of kitchen operations during busy service periods.
- Assisted head chef in cooking dishes according to ingredients.
- Chopped ingredients and garnishes.
- Maintained a clean and organized workspace, contributing to an efficient and productive kitchen environment.
Education
Architecture
Universidad Rafael Urdaneta
Maracaibo, VenezuelaHigh School Diploma -
Escuela Bella Vista
Maracaibo, Venezuela06.2019
Skills
- Outbound Sales
- Outbound Calling
- Target Achievement
- Objection handling
- Training and coaching
- Guest Relations
- Employee Supervision
- Sales and Marketing
- Staff Training and Development
- Computer Skills
Accomplishments
- Winner of Guest Services Ambassador of the Year Award 2022-2023 in Palm Holdings Global.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Outbound Sales Call Center Agent
Hilton Grand Vacations
02.2024 - Current
Front Office Manager
Holiday Inn and Suites
04.2022 - Current
Cashier Lead
Bath and Body Works
05.2021 - 05.2022
Key Holder Supervisor
Journeys Kidz
03.2021 - 05.2021
Assistant Chef/Customer Service Associate
Churromania
10.2020 - 02.2021
Architecture
Universidad Rafael Urdaneta
High School Diploma -
Escuela Bella Vista
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