Customer Service Manager
Resume:
Leticia Mejia
*** ***** ****** **** *****://www.linkedin.com/in/leticia-mejia-a333b5a4
Apartment 315 **************@*****.***
Augusta, Ga 30907 Mobile - 706-***-****
Professional Objective
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Telecommunications - switchboards, inbound/outbound calls
Skills:
Great listener
Great communication skills
Be calm and have patients handles stress well; handle surprise’s well.
Keep my promise with the customer
Honesty
Use positive language
Take extra steps
Be a leader
Be friendly and compassionate
Time management
Analyze
Experience
Lovelace Company- 3850 Washington Rd Suite 4F, Martinez, GA 30907 -Office # 706-***-****
Receptionist- April 2012- Present
Serve visitors by greeting, welcoming, directing and announcing them appropriately. Answer, screen and forward any incoming phone calls while providing basic information when needed. Receive and sort daily mail/deliveries/couriers. Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges).Update appointment calendars and schedule meetings/appointments, perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.
Candlewood Suites –1080 Claussen Rd, Augusta, GA 30907 – Office # 706-***-****
Front Desk agent- Audit- Accounting April 2011-June 2013
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft.
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Holiday Inn Express Dallas-Galleria-6055 LBJ Freeway &3101 Dallas Parkway North
Office # 972-***-****
Front Desk Agent (Aug 2010- April 2011)
Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wake-up call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change. Notify Loss Prevention/Security of any guest reports of theft.
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Leticia Mejia
803 Ocean Forest Lane
Augusta, Ga 30907
Front Office Manager/Auditor/ Front Desk
Hilton Garden Inn, 7550 Gaylord Parkway Frisco, TX (2008-2010)
Manage department heads: Sales, Maintenance, Front Desk and Housekeeping
Handle various aspects of hotel management and operation such as human resources, training, accounts receivable, accounts Payable, purchasing, cost control, yield management, sell strategies, revenue optimizing, meeting room management, maintenance assistance
Organized and managed reservations and room occupancy daily for hotel patrons, hotel functions, and potential customers
Maintained and communicated work requests to employees, service vendors and progress reports regarding revenue, payroll, and training to Executive management
Gained and sustained great relationships with a variety of vendors and services during ones tenure
Negotiated service, rates and special requests with a vast amount of vendors and customers for hotel accommodations and business functions.
Supervised and Trained new employees of their daily functions.
On Q certified / M3 Accounting Certified.
Leticia Mejia
804 Ocean Forest Lane #311
Augusta, Ga 30907
**************@*****.***
Dear Hiring Manager:
I am writing to express my interest in working with your organization
As a self directed innovated professional; I would enhance your organization with the best of my customer service. For the past 11 years I‘ve had the opportunity working in the Hotel Hospitality/Receptionist Industry. I have worked in professional office environment. Having to experience many levels of management, I am a team leader and enjoy learning new things every day. I would like to apply for any front desk position operations that you have available. I believe that with my experience and knowledge of the customer service industry will bring strong and confidence to your establishment.
My great enthusiasm for new challenges-high energy level and strong work ethics, along with being committed to excellence provide the personal skills required for this position.
Enclosed is my resume for your review
Thank you for your time and consideration.
Sincerely,
Leticia Mejia
Enclosure
Contact this candidate