Yanessa Ilea Santana
Coatesville,US
Summary
Dynamic professional with strong organizational and interpersonal skills. Proven track record of quickly adapting to new challenges and environments while upholding a strong work ethic. Acknowledged for fostering positive relationships and delivering outstanding service in high-pressure situations. Focused on improving business performance through effective multitasking and a commitment to ongoing development.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Avid Hotel
Lancaster, Pennsylvania
01.2025 - Current
- Kept accurate records of guest transactions.
- Resolved customer complaints promptly and courteously.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Maintained cleanliness of lobby area at all times.
- Managed cash drawer responsibly throughout shift.
- Answered phones, responded to inquiries, and took messages.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Provided excellent customer service while upholding company policies.
- Inputted guest information into computer system accurately and securely.
- Scheduled reservations for groups and special events.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Assisted guests at check-in, providing information on various services within hotel.
- Input and confirmed reservations for guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Transmitted and received messages using telephones or telephone switchboards.
- Verified customer credit to establish payment method for accommodations.
COACH
CMS Elite All Star Cheer & Dance
Coatesville, Pennsylvania
06.2020 - Current
- Created and implemented new drills to increase team performance.
- Developed team-building exercises to promote unity and collaboration.
- Adapted coaching methods based on individual needs and preferences of the kids.
- Observed players during competition and practice to determine need for individual or team improvement.
- Utilized effective communication strategies to build trust with the kids and their parents.
- Organized team activities that promoted collaboration among members of an organization.
- Enforced discipline and sportsmanlike behavior and imposed penalties for breach of such standards by each individual.
- Facilitated group workshops on team building, leadership development, and conflict resolution.
- Organized and conduct practice sessions.
CASHIER
The Home Depot
Downingtown, PA
05.2024 - 01.2025
- Operated cash register, accurately processing payments, returns, and exchanges.
- Maintained checkout area cleanliness by sanitizing counters, shelves, and windows.
- Executed opening and closing procedures, including cash counting and restocking.
- Cultivated positive relationships with coworkers to enhance teamwork.
- Delivered exceptional customer service through friendly interactions.
- Restocked shelves to ensure organized product displays.
- Utilized problem-solving skills to resolve customer issues effectively.
- Assisted in training new team members, promoting a collaborative work environment.
CASHIER
Grocery Outlet Bargain Market
Coatesville, PA
06.2021 - 01.2023
- Performed sales floor work, such as greeting and assisting customers, stocking shelves, and taking inventory.
- Greeted customers and ascertained what each customer wanted and needed.
- Answered questions regarding store and merchandise.
- Recommended, selected, and helped locate and obtain merchandise based on customer needs and desires.
- Bagged and packaged purchases and wrapped gifts.
- Greeted customers entering the store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy.
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged, and displayed merchandise as required.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, and refunds, and resolved transaction issues.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Learned duties for various positions and provided backup at key times.
- Identified and resolved discrepancies and errors in customer accounts.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Answered customer questions and provided detailed product information.
- Maintained effective team member communication.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Greeted customers and directed them to requested products.
- Unloaded, sorted, and stocked merchandise according to store layout and product placement.
- Stocked merchandise, clearly labeled items, and arranged according to size or color.
- Managed efficient cash register operations.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
HIGH SCHOOL DIPLOMA -
Coatesville Area Senior Highschool
PA06.2023
BACHELOR OF SCIENCE (B.S.) - SPORTS MEDICINE
West Chester University
West Chester, PA, USSkills
- Payment collection and cash handling
- Problem solving
- Attention to detail
- Front desk management
- Customer service and assistance
- Returns processing and order packaging
- Verbal and written communication
- Cleaning and sanitizing practices
- Time management
- Multitasking
- Teamwork and collaboration
- Patience and empathy
- Team building
- Credit and cash transactions
- Transaction processing
- Reservation systems
- Computer proficiency
- Professional demeanor
- Documentation management
Languages
Spanish, Conversational
Accomplishments
- Employee of the Month
- Honor Rolls
- Best Leadership for Cheer and Dance
Affiliations
- Volunteer Coach at Charm City All Stars for Dance
- Caregiver
Languages
Spanish
Native/ Bilingual
Timeline
Front Desk Agent
Avid Hotel
01.2025 - Current
CASHIER
The Home Depot
05.2024 - 01.2025
CASHIER
Grocery Outlet Bargain Market
06.2021 - 01.2023
COACH
CMS Elite All Star Cheer & Dance
06.2020 - Current
HIGH SCHOOL DIPLOMA -
Coatesville Area Senior Highschool
BACHELOR OF SCIENCE (B.S.) - SPORTS MEDICINE
West Chester University