Yaritza Hernandez
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Marriott
01.2022 - Current
- Greeted incoming guests and answered telephone calls and email inquiries with efficiency and professionalism.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Took reservations over the phone and through email, recording guest information in computer system and verifying details.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Customer Service Associate
Home Depot
08.2020 - 12.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Customer Service Manager
Wendys Restaurant
05.2017 - 08.2020
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Diploma - BILLING AND CODING
Florida Technical College
Kissimmee, FL05.2021
High School Diploma -
ANA J CANDELAS
CIDRA PUERTO RICO05.2000
Skills
- Multi-Line Telephone Operation
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Staff Training
- Customer Relations
- Active Listening
- Problem-Solving Ability
Certification
- First Aid/CPR Certified
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Guest Service Agent
Marriott
01.2022 - Current
Customer Service Associate
Home Depot
08.2020 - 12.2021
Customer Service Manager
Wendys Restaurant
05.2017 - 08.2020
Diploma - BILLING AND CODING
Florida Technical College
High School Diploma -
ANA J CANDELAS
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