Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yancel Morales

Summary

Proven IT and customer service professional with a track record of enhancing system efficiency and customer satisfaction at Aloft Hotel. Skilled in problem-solving and IT support, adept at managing network administration and resolving technical issues, leading to a significant improvement in guest services and operational stability. Excelled in customer service management and computer hardware, demonstrating a strong ability to address and resolve customer needs promptly.

Overview

6
6
years of professional experience

Work History

Server

Eridon INC
05.2024 - Current
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.

Front Desk Agent

Aloft Hotel
04.2024 - Current

Front desk receptionist

Highly-organized front desk receptionist Proven ability to manage dozens of ingoing and outgoing messages per day while maintaining schedules and privacy compliance. Commended by co-workers for having a positive attitude and approachable demeanor. Up to date on the latest administrative software. Being a host to guests upon arrival and during their stay. Carrying out check-in and check-out processes according to the processes established by the hotel. Customer service and complaint management together with Guest Experience. Encouraging upselling and cross-selling, as well as being a night auditor.

  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.

Customer Service Rep

Gables Motors
09.2023 - 05.2024
  • As a porter and customer service representative, facilitate all aspects of the auto sales process, suggest trade-in values, coordinate and join test drives, present financing options, showcase new car ...
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Network Administrator

Oil and Gas Extraction Company
04.2022 - 09.2022

Installed, conjured, and supported local area network (LAN), wide area network (WAN) and Internet system.

Maintained network hardware and software and monitored network to support network availability toned users.

Performed day-to-day LAN and WAN administration, maintenance and support.

Constructed and maintained Virtual Local Area Network (VLAN).

Indented and immediately resolved issues with network devices.

Managed and maintained stability of network and wireless services throughout enterprise.

Planned, coordinated and implemented network security measures.

Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.

Managed Windows domain move and raised domain level.

Developed and reed build process and conjurations, and contributed to network automation.

  • Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
  • Performed day-to-day LAN and WAN administration, maintenance, and support.
  • Identified and immediately resolved issues with network devices.
  • Monitored system performance and responded to alerts.
  • Maintained network hardware and software and monitored network to support network availability to end users.

IT Support Engineer

General Prosecutor Of The Republic Of La Havana
09.2018 - 04.2022

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Oared troubleshooting of connectivity issues across networks such as

Wi-Fi and cellular.

Documented transactions and support interactions in system for future reference and addition to knowledge base.

Activated accounts for clients interested in new services.

  • Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.

Education

Bachelor of Science - Informatic

BACHELOR C0MPUTER ENGENEERING
Havana, Cuba
07.2018

Skills

  • Customer Service
  • Guest Services
  • Problem-solving skills
  • Cash Handling
  • Computer Skills
  • Problem-Solving
  • Data Entry
  • Customer Service Management
  • Nightly Audits
  • Computer Hardware
  • IT
  • Microsoft Office

Languages

Spanish
Native or Bilingual
English
Professional Working

Timeline

Server

Eridon INC
05.2024 - Current

Front Desk Agent

Aloft Hotel
04.2024 - Current

Customer Service Rep

Gables Motors
09.2023 - 05.2024

Network Administrator

Oil and Gas Extraction Company
04.2022 - 09.2022

IT Support Engineer

General Prosecutor Of The Republic Of La Havana
09.2018 - 04.2022

Bachelor of Science - Informatic

BACHELOR C0MPUTER ENGENEERING
Yancel Morales