Anita Rodriguez

ac4bvg@r.postjobfree.com

480-***-****

SUMMARY

A Customer Service Specialist who is detail-oriented and well organized exercising an excellent customer service aptitude, my innate ability to serve a diverse customer base will make significant contributions to your company.

SKILLS

Customer service

Record maintenance

Letter drafting

Staff training

Correspondence handling

Confidentiality

Multicultural interaction

Office procedures

Supplies management

Office Equipment: Fax machines, and general office equipment

Computer: Spreadsheets, typing speed: 35 WPM

MS Office: Word, Excel and Outlook

EXPERIENCE

Housekeeping Manager (07-2015/09-2017) Tempe, Az

Springhill Suites Marriott

Tasks and Responsibilities:

• Manage the daily activities of the Housekeeping department to include appropriate cleaning of all offices, concourses, seating areas, washrooms, suites, and all public spaces.

• Planning, organizing and directing team members to ensure the highest degree of guest satisfaction. • Daily supervision of the housekeeping staff, including the day, event and post-event crews. • Daily supervision of the grounds keeping staff, including the day, event and post-event crews. • Purchase, re-order and maintain housekeeping supplies and inventory. • Conduct pre-event inspections of all rooms, concourses, seating areas and public areas • Recruit, schedule and train all new housekeeping staff members. • Maintain the housekeeping budget, providing billing summaries and expenses for all year. • Uphold the highest standards of cleanliness, safety, and conduct. • Knowledge of OSHA and safety standards within Housekeeping department. • Determines and maintains the department work schedule used to notify staff of upcoming events and ensure proper preparation and staffing for each event. • Ensures the proper maintenance of all equipment; makes arrangements for repair and/or replacement of used and damaged equipment.

Knowledge, Skill and Ability

• Previous experience managing a team of housekeeping employees through motivation, coaching and development. • The ability to anticipate customer needs, change goals and direction quickly and multitask • Working knowledge of rooms management systems. • Advanced knowledge of Housekeeping process and procedures. • Proven experience supervising housekeeping departments of 15+ employees. • Ability to maintain a budget • Proven excellence in customer service. • Capable of using independent judgment/solid decision making skills ability • Proven comfort and experience to interact effectively with all levels of management, guests, associates, and clientele, both inside and outside of the organization.

Customer Service Agent (06/2014 - 02/2015)

Optum

Phoenix, Arizona

Answered a high volume of telephone calls from customers regarding payments, returns and charges to accounts and process claims to place overrides for medications.

Assisted customers\ Pharmacy Technicians in processing claims to fill meds explained to customers what their copayments were

Maintained contact and followed up on problems that required special handling

Provided marketing support by making outbound sales calls for special promotions

Housekeeper\Supervisor

(10/2012 - 08/2014)

Ramada Tempe @ Arizona Mills Mall

Tempe, Arizona

Plan and prepare employee work schedules

Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner

Inspect work performed to ensure that it meets specifications and established standards

Perform or assist with cleaning duties as necessary

Establish and implement operational standards and procedures for the departments supervised

Investigate complaints about service and equipment, and take corrective action

Maintain required records of work hours, budgets, payrolls, and other information

Customer Service Agent

(10/2012 - 07/2013)

Dear Field Associates

Phoenix, Arizona

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Refer unresolved customer grievances to designated departments for further investigation.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

EDUCATION

GED

Travis L. Williams GED 2005

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