Customer Service Representative

REY ORTIZ

C: 478-***-**** / **********@*****.***

EDUCATION

Ashworth College Basic Accounting Certificate 2015

Universal Class QuickBooks 101 Certificate 2016

Xero Accounting Program Xero Advisor Certificate 2017

RELEVENT WORK EXPERIENCE

SpringHill Suites by Marriott Macon Macon, Ga 03/2016 – Present

Front Office Manager

- Direct the daily operations of the customer service team

- Review, track, and handle complex or escalated customer service issues in a professional manner

- Identify and address staff training and coaching needs

- Evaluate and performance manage staff

- Identify and implement strategies to improve quality of service, productivity and profitability

- Develop and implement customer service policies and procedures

- Plan, prioritize, and delegate work tasks to ensure proper functioning of the department

- Ensure budget requirements are met

- Assisted with the daily administrative duties of the hotel

- Coordinated monthly staff meetings that address any outstanding issues

- Scheduling weekly meetings and interviews

- Create, balance, and close house accounts

- Keep track of inventory and purchase market and office supplies

Courtyard by Marriott Miami Airport South Miami, FL 06/2014 – 02/2016

General Accountant

- Accounts Payable

- Payroll reconciles time sheets and adjusts any miss punches

- Review and verify invoices and check requests

- Reconcile accounts payable transactions

- Monitor accounts to ensure payments are up to date

- Prepare and perform check runs

- Prepare and process electronic transfers and payments

- Sort, code, and match invoices

- Set invoices up for payment

- Making daily deposits

- Enter and upload invoices into system

- Research and resolve invoice discrepancies and issues

- Maintain vendor files

- Correspond with vendors and respond to inquiries

- Kept track of inventory and purchase office supplies

- Handled inquiries and incoming work requests

- Produce monthly reports

- Assist with month end closing

- Provide supporting documentation for audits

Residence Inn by Marriott Miami Airport South Miami, FL 06/2013 –02/2016

Guest Service Representative Lead/ Night Auditor

- Balancing cash, credit cards, and check accounts

- Respond promptly to requests from guests and other departments

- Resolved guest issues in a professional and timely manor

- Receive method of payment upon checking in a guest

- Deliver excellent customer service to every guest

City of Warner Robins Utilities Warner Robins, GA 3/2010 – 12/2012

Utility Clerk / Customer Service Representative

- Received utility and tax payments

- Issued business licenses

- Balanced checks and credit cards manually throughout the day

- Posted billing information and placed deposits to various accounts

- Locating, revised, and resolved an array of accounting discrepancies

La Quinta Inn and Suites Doral, FL 1/2013 – 6/2013

Night Auditor / Acting Supervisor Warner Robins, GA 3/2010 – 11/2011

- Balanced revenue accounts

- Resolved complaints and handled hotel emergencies

- Located, revised, and resolved accounting discrepancies

- Processed and adjusted reservations

ACCOMPLISHMENTS

- Housekeeping Supervisor Promotion - Employee of the Month - Spirit to Serve Certificate

- General Accountant A/P Promotion - Front Office Manager Promotion - Front Office Lead Promotion

SKILLS

- Bilingual Read, Write, and Speak Spanish/English - Computer Savvy

- Basic knowledge in HR policies and payroll administration - 50 WPM

- Communications Skills - Customer Service Focus

- Supervisory Skills - Initiative

- Problem analysis and problem-solving - Adaptability

- Organizing and prioritizing - Stress Tolerance

- Decision-making - Confidentiality

- Attention to detail and accuracy - Team Work

- Ability to meet deadlines - Information Management Skills

- Data Management - Flexibility

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