Customer Service Human Resource

Idalith Montalvo

Gainesville, GA *******.********@*****.*** 787-***-****

Summary

Experienced customer service professional and human resource management graduate student with a strong eye for detail and a keen focus on customer satisfaction, increasing efficiency and solving problems. Quick learner who uses strong interpersonal skills to develop and nurture positive client relationships. Comprehensive experience working within strict budgets and timelines, supporting cross-functional teams and developing effective strategies that result in increased sales, efficiency and organizational growth. Fluent in Spanish and conversational in French.

Education

Master of Science in Human Resource Management, Expected 2020

Strayer University – Herndon, VA

Bachelor of Science in International Tourism & Hospitality Management, 2015

Universidad del Este – Carolina, Puerto Rico

Work Experience

Compliance Specialist, Control Scan, Alpharetta, GA, 2016–Present

Guide and support corporate customers in becoming compliant with Payment Card Industry (PCI) security standards, policies and regulations.

Manage a high volume of incoming calls, live chat requests and email correspondence.

Educate clients about PCI compliance and Data Security Standards (DSS).

Effectively communicate industry knowledge and share expertise to help customers implement consumer credit protection best practices.

Process incoming orders and troubleshoot technical issues in Salesforce.

Sales Agent, Best Western Plus Condado Palm Inn and Suites, San Juan, PR, 2014–2015

Answered phones, scheduled and organized reservations and resolved customer concerns.

Helped increase company revenue while maintaining client-focused service.

Coordinated with concierge and hotel management staff to create new systems for increasing efficiency and managing daily operations.

Demonstrated professionalism and used relationship-building skills to secure customer bookings.

Communicated with clients and staff in English, Spanish and French and worked with people from all types of cultural backgrounds.

Assisted in the restaurant, bar and with coordinating onsite special events.

Front Desk Agent, Casablanca Hotel, San Juan, PR, 2012–2014

Delivered exceptional customer service in a fast-paced, high volume environment.

Greeted guests, booked reservations, completed guest check-ins and accommodated special requests.

Exhibited strong communication skills when working with internal teams, external clients and hotel guests.

Museum Assistant, Mingei International Museum, San Diego, CA, 2012–2012

Supported daily museum operations, which involved accurate data entry, drafting office correspondence and completing special projects.

Carefully catalogued books and magazines into the museum’s archive system.

Guest & Security Relations Specialist, Foundation Winter Solstice, Lake Wales, FL, 2008–2009

Served as a customer experience specialist for a large annual wellness retreat.

Attentively responded to guest concerns and promoted available resources and services.

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