PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

LORENA WALTER

PAHRUMP, UNITED STATES 89048 775-***-**** ad3m2b@r.postjobfree.com Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Motivated Customer Service Representative with over 26 years of hotel related experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish. Flexible and Adaptable

Clerical Support

Customer Service

Dependable and Responsible

Data Entry

Organization and Time

Management

MLS, OPERA

Telephone reservations

Friendly service mentality

Hotel accomodations

JULY 1993-AUGUST 2019

Reservations Agent MGM Resorts Las Vegas, NV

Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle. Provided customers with information about availability and pricing.

Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.

Provided follow through on all calls with confirmations and dissemination of requested information.

Resolved various issues and discrepancies for customers. Handled billing information over phone.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Utilized MLS to input key data into hotel's database system. Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.

Handled reservations and answered questions from interested patrons for busy call center

EDUCATION

CAREGIVER

LANGUAGES

Managed over 100 calls per day, increased sales.

Worked closely with front desk to achieve full occupancy of property.

No Degree: Hotel Management

University of Las Vegas Nevada, Las Vegas, NV

JULY 1989

High School Diploma

Valley High School, Las Vegas, NV

2019 - Present

Caregiver for elderly mother

Spanish

Native or Bilingual

French

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