MERCEDES

CERVE

Hollywood, Florida ***** 214-***-****, ad4ri9@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Empowers staff to deliver top-quality hospitality services to exceed guest expectations and promote brand loyalty.

EXPERIENCE

Concierge

Prosegur Fort Lauderdale, Florida

May 2023 - Current

Maximized guest satisfaction with prompt service for property-related requests, amenities needs, and services.

Documenting and providing assistance to incoming residents and guests.

Coordinate contractors working in multiple residences.

Maintained security awareness of property including buildings, parking lots, garages and beachfront.

Prepared daily activity logs detailing interactions with guests.

Ensured compliance with safety regulations throughout the day.

Front Desk VIP Concierge

5th Ave Concierge Hallandale Beach, Florida

September 2022 - April 2023

Demonstrated flexibility in adapting to changing needs or requests from clients while maintaining professional composure at all times.

Communicated effectively with building staff and other venders to coordinate services for clients.

Maximized guest satisfaction with prompt service for property-related requests, amenities needs and services.

Maintained accurate records of guest preferences, feedback and contact information in company database system.

Built strong relationships with high-profile residents by providing personalized attention and exceptional service.

Housekeeping Lead

Sonder the Circ Hollywood, Florida

October 2021 - July 2022

Assigned housekeeping tasks to staff and inspected work to ensure the prescribed standards of cleanliness were met.

Resolved employee conflicts quickly while maintaining positive working relationships among team members.

Scheduled staff shifts and organized replacements as required.

Maintained inventory and ordered stock as needed.

Investigated and resolved concerns pertaining to housekeeping service levels.

Provided training to housekeeping staff.

Product Specialist

Nature Bisse, Neiman Marcus Plano, Texas

March 2014 - September 2021

Helped customers by demonstrating products, answering questions, and completing purchases.

Reviewed customer orders for accuracy in pricing, quantity and terms.

Met with customers to discuss needs, building rapport and providing product recommendations.

Planned events to showcase new products.

Organized high end spas and consultation.

Managed and maintained inventory.

Routinely exceeded customer expectations while continuously meeting sales goals.

Sales Associate

Burberry,Burberry Dallas, Texas

January 2013 - January 2014

Helped customers navigate store, complete sales, and process returns.

Resolved concerns using strong communication and conflict management skills combined with expert sales abilities.

Created memorable customer experiences by offering personalized sales support.

Assisted customers with sales and service needs.

Responsible for growing E-Commerce sales and creating customer relationships while meeting seasonal sales goals.

Sales Specialist

CH Carolina Herrera, Texas

April 2010 - April 2013

Maximized customer satisfaction by quickly responding to any concern or request.

Communicated product features, advantages and benefits to customer.

Provided exceptional customer service through regular follow-up calls, emails and visits.

Developed and implemented effective sales strategies to increase customer base and market share.

Worked with International VIP customers from Latin America.

Coordinated multiple successful store events while seeing increased yearly sales growth.

Business Manager

Laura Mercier Cosmetics/Saks Fifth Ave Plano, Texas

November 2006 - December 2009

Managed day-to-day operations, including personnel activities, strategic scheduling, and customer experience control.

Developed long-term relationships with clients through regular contact and follow-up activities.

Provided leadership in the development of policies, procedures, processes and system controls.

Executed cosmetic events and promotions.

Expanded product lines while increasing sales revenue.

VIP Liaison

Simon Bolivar International Airport Maiquetia, Vargas, Venezuela

April 1998 - June 2002

Liaison between Government Officials, Dignitaries and the Media.

Received International Dignitaries and the Press during protocol visits.

Represented organization at industry events or during media appearances.

Liaised with staff members and clients, enhancing communication and improving partnerships.

Public Relations Manager

Hotel Melia Caribe, Venezuela

Prepared PR strategies for short- and long-term business initiatives.

Fielded continuous media inquiries covering organizational policies, activities and personnel.

Developed media relations strategies with high-level placements for optimal coverage.

Identified potential partnership opportunities between clients and complementary brands or organizations.

Managed VIP Clients for Spain International Holding.

Edited copy for press releases, newsletters, web pages, blog posts and other collateral material.

EDUCATION

Certification in Cosmetics/Makeup - Makeup Artist/Cosmetics

Last Look Academy, Los Angeles, CA

July 2004

Bachelor of Science (B.S.) - Business Administration

Kaplan University, Dallas, TX

May 2003

Bachelor of Science (B.S.) - Journalism

Central University of Venezuela, Caracus, Venezuela

May 1988

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