Customer Service Management

Esteve Kanago

Self motivated, strong work ethic, experienced in a broad range of industries and

bilingual.

Cudahy, WI

************@*****.*** - 312-***-****

• A highly capable professional with comprehensive experience within a broad

range of industries. Proven abilities in inventory, database and supply chain

management. Self-motivated with meticulous attention to detail and a solid

work ethic.

• A resourceful thought leader able to quickly identify areas of potential growth

and develop innovative, strategic plans to fully maximize return on investments.

Effectively manage projects from conception through completion; consistently

deliver timely results without sacrificing quality. Strong working knowledge

of Microsoft Office Suite, SQL, C, Visual Basic, and Light Speed.

• A diplomatic, articulate communicator with outstanding presentation skills;

effectively interface with diverse individuals at all corporate levels. Build

lasting rapport with clients and cultivate productive working relationships.

Bilingual; fluent in Russian.

WORK EXPERIENCE

Front Desk Agent

SHERATON CHICAGO HOTEL & TOWERS - Chicago, IL - 2011 to October 2013

Resolve guest complaints and ensure overall guest satisfaction. Extensive knowledge of check-in and check-

out procedures. Amazing ability to manage stressful situations

calmly. Over 100 SPG enrollments each month. Ability to connect with foreign

guests by speaking and translating Russian. High attention to detail and personalized

service such as surprise welcome amenity for a special stay or attending to Platinum

Gold/VIP guests.

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Business Center Agent

SHERATON CHICAGO HOTEL & TOWERS - Chicago, IL - 2005 to 2011

Provide innovative business services and comprehensive support for all hotel

guests; assist guests with any clerical duties (such as e-mailing, faxing, copying,

printing and shipping). Coordinate all incoming packages regarding exhibits,

conferences and special events; primary responsibilities included recording and maintaining information

related to incoming and/or outgoing deliverables for both large-scale conferences and individual business

clients; compiled thorough

reports for submittal to upper management. Fielded guest inquiries, addressed

concerns, accommodated requests and swiftly resolved any discrepancies to ensure an exceptional guest

experience, repeat patronage and valuable referrals.

• Successfully completed Associate Development Program (2010).

INTERNSHIP

CITY OF CHICAGO - Chicago, IL - 2003 to 2003

Aldermanic Intern

Functioned as primary Intern for both Congresswoman Jan Schakowsky and

Alderman Mary Ann Smith. Planned and initiated community-based projects such as visiting sites, organizing

volunteers and communicating with City

offices. Served as liaison for Alderman at City Council meetings; completed

accurate reporting and debriefed meeting agendas to Alderman's office.

Provided extensive Russian translation for office documentation, and Russian

interpretation for immigrants and seniors.

EDUCATION

Bachelor of Science in Operations and Information Management

NORTHERN ILLINOIS UNIVERSITY - DeKalb, IL

2005

ADDITIONAL INFORMATION

SUMMARY OF SKILLS

- Leadership - Process Improvement - Operations Management

- Hospitality - Clerical Support - Administrative Assistance

- Analytical - Strategic Planning - Business Development

- Interpersonal - Customer Service - Project Management

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