Customer Service Project Manager

Raymund C. Catiis

San Jose, California email: *************@*****.*** CELL: 408-***-****

Summary:

Over 8 years’ experience in front desk and customer service.

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Highly skilled in greeting, registering, and assigning rooms to guests in a polite and resourceful manner

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Able to direct and accompany guests to different facilities and functions in the hotel

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In depth knowledge of using computers and basic workplace equipment including fax machine,

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photocopier and printer.

Hands on experience in computing bill, collecting payment and making change.

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Proven record of performing tasks as mentioned on daily checklist.

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Demonstrated ability to answer inquiries about hotel services, shopping, dining and travel directions.

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Established reputation for outstanding customer service and client relations while retaining a productive

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and committed staff.

Hardworking and responsible with superb leadership and communication skills.

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PROFESSIONAL EXPERIENCE:

07/11 – Present Front Desk Clerk, Holiday Inn Silicon Valley / Four Points Sheraton Silicon Valley San

Jose CA

• Greeting and registering guests and complete the registration process to include, but not limited to,

inputting and retrieving information from the computer,

• Processed all guest check ins by confirming reservations, assigning room, and issuing and activating

room key.

• Processed all payment types such as room charges, cash, checks, debit, or credit. Process all check

outs including resolving any late and disputed charges.

• Confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting

marketing programs.

• Ensured that all wake up calls are handled promptly and properly.

• Supplied guests with directions and information regarding property and local areas of interest.

• Assisted guests with check out including, but not limited to, ensuring rooms and services are correctly

accounted, using the point of sale system, handling money, processing credit and debit cards,

accepting and recording various forms of payment, converting foreign currency, making change and

processing gift certificates and cards.

• Post room charges, food and beverage charges, phone charges, collect payment following all cash

handling procedures as required.

• Provided a welcome packet and ensuring guest knows location of room and/or has a bell person

accompany him/her.

• Transports guest to and from the hotel and the airport, requesting specific information on each

passenger's destinations.

• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting

specifications.

• Processed daily reports (number of arrivals, departures), identify any special requests, and check

reports for accuracy.

• Use up selling techniques to promote hotel services and facilities and to maximize room occupancy.

• Responded to guest inquiries and requests and resolved issues and negotiate solutions for guest

satisfaction in a timely, friendly and efficient manner.

• Followed all company policies and procedures; ensure uniform and personal appearance are clean and

professional; maintain confidentiality of proprietary information; protect company assets.

• Followed all company safety and security policies and procedures; report accidents, injuries, and

unsafe work conditions to manager.

Attends meetings and training as requested.

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06/11 – Present Realtor, Avant Garde Brokerage, San Jose, CA

Formed relationships with other agents to assist in the purchase and sales of homes.

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Worked closely and determined the needs of buyers and sellers to satisfy those needs.

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Negotiated the best possible contract for clients.

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Generate lists of properties that are compatible with buyer’s needs and financial

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resources.

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• Worked with home inspectors, and appraisers to determine any and all actions that

need to be taken prior to closing.

• Established positive flow of communication with other agents, buyers, sellers, title

personnel, anyone involved in the home buying and contracts on behalf of clients.

• Communicated with escrow companies, lenders, home inspectors, insurance, and pest

control operators to ensure that terms and conditions of purchase agreements are met

before closing dates.

• Coordinated property closings, overseeing signing of documents and disbursement of

funds.

Realtor, Realty World Utopia, Milpitas, CA

10/08 – 05/11

• Interviewed clients to determine what kinds of properties they are seeking.

Presented purchase offers to sellers for consideration and negotiated contracts on

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behalf of clients.

Communicated with clients to understand their property needs and preferences

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Coordinated and fix an appointment with prospective buyers to show them houses

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and plots

Acted as liaison between buyers and sellers ensuring positive experience for both

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parties involved

Preparation of contract documents, purchase agreements and closing statements

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Prepared and maintain a list of properties suited to different needs and budgets

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Assisted in the creation of marketing material for properties

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Oversee the advertising of properties for web & print media

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Ensured that the legal formalities are completed prior to closing dates

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Realtor/Loan Officer, Elegance Realty and Mortgage, Milpitas, CA

05/06 – 09/08

In charged of DRE licensing, mortgage loan department, accepting applications,

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interviewing applicants and processing loans; also supervising employees.

In charged of realtors and everyday operation of the office. Conducted weekly meetings

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with agents and staff, set goals, and sought information relevant to the industry.

Oversees daily office operations, managing a staff of 200 members and agents.

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Arranged the induction, training and development of agents which helped in continuous

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learning and there by growth of the organization.

• Supervised the clerical staff, interviewing clerical applicants, giving performance tests, and

evaluating applicant data to determine new agents. Also checks applications for completeness,

accuracy, and timeliness.

• Analyzed the financial transactions, such as sales contracts and purchase agreements and

prepares reports for sales agents to review.

Analyzed and verified loan application to determine clients' creditworthiness.

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Reviewed loan agreements to ensure that they are complete and accurate according to

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policy.

• Contact applicants and creditors to resolve questions about applications and to

assist with completion of paperwork.

• Explained to customers the different types of loans and credit options that are

available, as well as the terms of those services.

• Submitted applications to Mortgage Loan Processor for verification and

recommendation.

• Explained and negotiations between buyers and sellers, generally representing one

or the other statements, deeds and leases.

• Coordinated property closings, overseeing signing of documents and disbursement

of funds.

Realtor/Loan Officer, Celebrity Estate Homes & Mortgage, Milpitas, California

9/05 – 04/06

• Analyzed clients' financial status, credit, and property evaluations to determine

feasibility of granting loans.

• Analyzed potential loan markets and develop referral networks in order to locate

prospects for loans and real estate.

• Explained to clients the different types of loans and credit options that are available,

as well as the terms of those services.

• Meet with clients to obtain information for loan and real estate and to answer

questions about the process.

• Obtained and compile copies of loan applicants' credit histories, corporate financial

statements, and other financial information.

• Reviewed and update credit and loan files.

• Reviewed loan agreements to ensure that they are complete and accurate according

to policy.

• Worked with clients to identify their financial goals and to find ways of reaching those

goals.

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• Interacted with underwriters to aid in resolving mortgage application problems.

• Handled client’s complaints and take appropriate action to resolve them.

• Stayed abreast of new types of loans and other financial services and products in

order to better meet client’s needs.

• Interfaced with loan processor, escrow officer, appraiser, home inspector, real estate

agent, lender, and insurance agent.

• Performed house showing to buyers and conduct open house for sellers.

Corporate Distribution Service, Pitney Bowes, Inc., Milpitas, California

6/04 08/05

Receiving and verification count of all incoming freight and packages.

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Handled time sensitive confidential materials and urgent packages.

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Validate accuracy of logs using PDA and data entry records and

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measurements.

• Oversee work procedures; ensure that deadlines are met; prioritize workload

assignments; deploy staff as required .

Demonstrated flexibility in satisfying customer demands in a high

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volume in engineering production environment.

Maintained the highest levels of customer care while demonstrating a

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friendly and cooperative attitude

Act as point of contact for customer regarding day to day operations.

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• Ensured adherence to business procedure guidelines and safety procedures

Facilities Maintenance, Albertson’s, San Jose, California

5/01 05/04

Coordinated work, at store level, with the Project Manager, Store

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Manager, Department Manager, Merchandiser, and/or any other construction trades that

may be involved on the project.

Assessed daily building operations to ensure proper lightning is

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available.

Minor electrical troubleshooting, repair and lamp replacement.

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Minor patching and painting of walls, door and hardware repairs.

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Inventory and stock key maintenance supply items.

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Supported the daily shipping and receiving activities.

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Verification and movement of materials to the stockroom.

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Operates forklift and pallet jacks.

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Concierge Supervisor, Shangri La Hotel, Manila, Philippines

2/95 – 11/99

• Supervised and oversee all the duties performed by all employees of front office.

Discipline, counsel and coach employees if

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necessary, using proper techniques and documentation.

Assisted with any problem in scheduled shifts

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on the night audit shifts.

Monitored and supervising that all employees

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follow proper cash handling procedures.

Maintained and monitor proper front office

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operational supplies.

Maintained hygiene and organization of front

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desk, back office and front desk closet.

Ensured accuracy of rooming lists, groups,

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arrivals, amenities, etc.

Assisted guest in making reservations, travel

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plans, city, tours and other events.

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ACHIEVEMENTS & AWARDS:

• Top Producer Agent of the Year – 2005 – 2008, (Celebrity Estate Home & Mortgage, Elegance

Realty & Mortgage)

Top Recruiter Agent of the Year – 2006 & 2007,

• (Celebrity Estate Home & Mortgage, Elegance

Realty & Mortgage)

Highest Loan Modification Volume Closed for the Year – 2008 – 2011 (Realty World

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Utopia)

PROFESSIONAL MEMBERSHIPS & CREDENTIALS:

• Santa Clara County Association of Realtor (SCAAOR), since 2005

• Current MLSListings Member since 2005

EDUCATION:

• 1993 – B.S. Tourism, San Sebastian College, Manila Philippines

• 1995 – Service Plus Beyond Customer Expectation Seminar, Manila, Phil.

• 1996 – Basic Life Support and First Aid Training, Manila, Philippines

• 1997 – Shangri La, Asian Hospitality from Caring People Seminar, Manila

Contact this candidate