Yesenia Lemay
Bay Shore,NY
Summary
Driven hard working and highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Diligent, detail-oriented and experienced offering solid understanding of legal and regulatory issues and activities. Background in reviewing large data sets with speed and accuracy to verify integrity of information. Talent spotting anomalies in data, information and documentation. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Focused team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Also an experienced personal support professional with good understanding of safety, documentation and behavior support needs. Consistently helps patients develop and improve daily living skills.
Overview
24
24
years of professional experience
Work History
Front Desk Agent
The Grove Hotel
05.2023 - 09.2023
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Tax Examining Technician
Internal Revenue Service, IRS
01.2001 - 06.2020
- Enhanced taxpayer compliance by accurately processing tax returns and identifying discrepancies.
- Increased efficiency in the examination process by maintaining thorough documentation and organization of taxpayer records.
- Streamlined communication with taxpayers by promptly addressing inquiries and providing clear, concise information on tax-related matters.
- Collaborated with team members to ensure timely resolution of tax issues and improve overall workflow efficiency.
- Assisted in reducing case backlog by prioritizing tasks and efficiently managing workload.
- Facilitated accurate reporting for taxpayers by reviewing financial documents and ensuring proper application of tax laws and regulations.
- Contributed to a positive work environment through effective teamwork and collaboration with colleagues across various departments.
- Provided exceptional customer service to taxpayers, consistently receiving positive feedback on professionalism and helpfulness.
- Supported the audit process by meticulously examining financial statements, identifying potential errors, and recommending corrective actions.
- Maintained up-to-date knowledge of current tax legislation, allowing for accurate interpretation and application of relevant laws during examinations.
- Reduced processing time for complex cases by conducting thorough research and analysis to identify underlying issues quickly.
- Improved accuracy in calculating penalties or interest owed by taxpayers through meticulous attention to detail when reviewing financial information.
- Ensured timely completion of assigned tasks while maintaining high quality standards for all deliverables.
- Participated in professional development opportunities such as training sessions or workshops, further enhancing expertise in tax examination processes.
- Helped maintain the integrity of the tax system by identifying instances of potential fraud or abuse through diligent examination practices.
- Promoted voluntary compliance among taxpayers by clearly explaining obligations under the law during communications.
- Enabled quicker resolution of outstanding cases through excellent organizational skills when managing caseloads.
- Provided support to colleagues when needed, sharing knowledge on best practices within the field.
- Developed a strong understanding of various tax management software applications, increasing the efficiency and accuracy of work.
- Fostered trust with taxpayers by consistently displaying professionalism, competence, and empathy in all interactions.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Kept case data and contact information up to date to expedite proceedings.
- Processed tax payments, set up payment plans and worked with delinquent taxpayers to resolve issues.
- Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
- Recommended financial solutions in relation to tax implications.
- Conducted call audits to assess interaction quality, accuracy and service success.
- Reviewed established accounting systems and historical information to identify strengths and weaknesses of existing methods and controls.
- Produced briefs, located records and organized documentation to support court cases.
- Customer service, data research and entry, financial auditing, installment agreement input/review/correction, delegation of case files to other employees, payroll/timesheet input, analyzing claims, review of tax returns, interpreting tax forms/law's and policies. Assessments in fees, taxes, interest and penalties. Reviewing case files upon receipt up to and including tax returns, forms, court petitions/documentation , credit transfers and manual refunds. Resolving errors, preparation of action plans and scheduling. Manage project resources to meet goals and objectives.
Direct Care Counselor
AHRC
02.2000 - 10.2000
- Enhanced client well-being by providing individualized support and implementing personalized care plans.
- Improved clients'' daily living skills through consistent guidance and encouragement in various activities.
- Assisted clients with personal care tasks, ensuring their comfort and maintaining their dignity.
- Developed strong rapport with clients, fostering trust and promoting effective communication for better understanding of their needs.
- Collaborated with interdisciplinary team members to create comprehensive care plans that addressed clients'' unique challenges and goals.
- Maintained detailed documentation of client progress, enabling accurate assessment of growth and necessary adjustments to care plans.
- Supported clients during community outings, helping them develop social skills and independence while ensuring their safety.
- Facilitated therapeutic group sessions, encouraging open communication among participants and improving overall mental health outcomes.
- Managed medication administration according to prescribed guidelines, contributing to the overall stability of clients'' physical health.
- Increased client engagement by consistently offering opportunities for recreation, skill-building activities, and social interaction within the facility or community setting.
- Advocated on behalf of clients with external agencies or service providers, securing needed resources and services for optimal wellbeing.
- Implemented behavior modification techniques effectively, resulting in improved client self-regulation abilities over time.
- Participated in ongoing professional development opportunities, staying current on industry best practices for enhanced service delivery.
- Promoted a positive facility culture by modeling professionalism, empathy, and respect towards both colleagues and clients alike.
- Conducted regular safety checks within the residential environment to minimize risk factors associated with potential accidents or incidents involving clients.
- Provided timely and accurate feedback to supervisors regarding client progress, allowing for informed decision-making in regards to case management strategies.
- Served as a liaison between clients, their families, and the treatment team, fostering strong communication channels and promoting collaborative care efforts.
- Assisted in training new direct care staff members, sharing knowledge and experience to ensure consistent quality of care throughout the organization.
- Managed schedules and transported individuals to doctor appointment and activities.
- Prepared healthy foods based on personalized nutrition plans.
- Assisted patients with completing personal grooming tasks such as bathing and dressing.
- Arranged and helped with medications according to established schedule.
- Assisted clients in exploring career options and vocational goals.
- Liaised with community partners to enhance employment opportunities for individuals with disabilities.
Education
High School Diploma -
Patchogue-Medford High School
Medford, NY06.
Associate of Arts - Psychology
Suffolk County Community College
Selden, NY05.2022
Skills
- Credit and Cash Payments/Handling
- Registration Processing
- Report Generation
- Payment Processing/Collection
- Automated Telephone Systems
- Information Protection
- Record Preparation
- Guest Accommodations
- Front Desk Management
- Oral and Written Communications
- Training and Mentoring
- Administrative Skills
- Clerical Duties
- File Management
- Hospitality Service Expertise
- Time Management
- Customer Service
- Reservation Systems
Languages
Spanish
Full Professional
Timeline
Front Desk Agent
The Grove Hotel
05.2023 - 09.2023
Tax Examining Technician
Internal Revenue Service, IRS
01.2001 - 06.2020
Direct Care Counselor
AHRC
02.2000 - 10.2000
High School Diploma -
Patchogue-Medford High School
Associate of Arts - Psychology
Suffolk County Community College
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