Front Desk Customer Service
Resume:
Name Maria Jose Rodriguez de Ayala
Address ***** ****** ****** ***. **
Albuquerque, NM 87112.
Phone No. 505-***-****
Email ****@**.***
D.O.B. November 16, 1961
S. S. N. XXX-XX-5869
Experience
January 2023 to date
Independent Contractor - Inspector and Evaluator.
January 2001 to date
Owner and Operator of “Los Girasoles International Folk Art” February 2020 to January 2023
Homewise, Inc.
Loan Servicing Department
1301 Siler Rd. Building D.
Santa Fe, NM 87507
Berlinda Delgado – Supervisor
Position: Loan Service Associate
July 2019 to November 2019
Caregiver to my Husband
September 2016 – July 2019
Homewise, Inc.
1301 Siler Rd. Building D.
Santa Fe, NM 87507
Position:
Front Desk Customer Service Specialist
May 1992 – September 2016
Homestay Mom.
Volunteer to the Mexico City community from 1992 to 1999. Volunteer to the Santa Fe, NM community from 1999 to 2016.
January 1988 – May 1992
Banco del Atlantico, SNC – Mexico City.
Assistant to the Director of the Financial Planning, Commercialization and Marketing Division May 1985 – May 1988
Banco del Atlantico, SNC – Mexico City.
Coordinator to the Front Desk
January 1983 – December 1984
Westin Hotels
Hotel Camino Real - Mexico City
Assistant to the Manager of the “Restaurant Azulejos” January 1980 – January 1983
Westin Hotels
Hotel Camino Real – Mexico City
Hostess at “Restaurant Azulejos”
1978 – 1982
Centro de Estudios Superiores de San Angel.
Tourism Administration (Business Administration).
Skills
- Excellent Customer Service
- Problem Solving Ability
- Team Player Attitude
- Time Management
- Active Listening
- Positive and Patient
- Resourceful
- Creative
Languages
- Fluent in Spanish
Awards
- Heart of Extension from the New Mexico State University and the Santa Fe County Extension.
- The Miguel Chavez Award for dedication and service to St. Michael’s High School.
- Award for dedication and service as a volunteer to Rio Grande School – Santa Fe, NM.
- Award for dedication and service as a volunteer to Olinca Institute – Mexico City.
- Cambridge Who’s Who of Executives, Professionals and Entrepreneurs.
- Employee of the year in Banco del Atlantico – for three consecutive years.
- Employee of the year in Hotel Camino Real.
Activities
I attended a small college in Mexico City to study Tourism Administration. I started working in one of the largest Hotel in Mexico; Hotel Camino Real which is part of the Westin corporation. My first job was as a Restaurant hostess, after a year they offered me a Professional Development Training program, which lasted 23 months (about 2 years). The program covered all departments of the hotel; restaurants, bars, kitchens, human resources, reservations, banquets, housekeeping, parking garage, acquisitions, maintenance, among some. While completing the training I was promoted to Assistant Manager. Being one of the largest hotels in Mexico City, gave me the opportunity to work with many people. I learned to be a team player, to solve problems. I had to be resourceful to be able to help hotel guests that were visiting the city, or doing business, or locals eating in the different hotel restaurants and bars. I learned how to deliver excellent customer service. During my time at Banco del Atlantico, I handled the front desk. Banco del Atlantico was a medium size financial institution. The corporate building where I was the Front Desk Coordinator housed 3,000 employees. I oversaw 3 receptionists. All visitors had to be registered, assigned a badge and the employee had to be informed of their visitor. Visitors to the Directors had to be accompanied by a member of the front desk. Mail was received, recorded, and distributed. I helped coordinate the travel plans of the out-of-town managers, providing chuffers, making hotels reservations and planning the meals during the meetings. At the end of each day, I had to fill out activity reports. This position gave me the chance to polish my customer service skill. The bank was very secure, I had to be in high alert all day. As part of personal development, the bank offered me a Personality and Image course. Total Quality was a mandatory course for executives and employees. It was an integrated effort toward improving performance at every level, improving processes for efficiency, quality and customer satisfaction.
After 3 years I was offered to become the Assistant to the Director of the Financial Planning, Commercialization and Marketing Division. In this position I performed secretarial duties, coordinating the travel plans of all the division employees, and the personal travel plans of the Director. During my time in this department the Mexican Government decided to return the banks to the private sector, my boss was the head of the committee preparing all the documents for the privatization.
During my time being a homestay mom, I became a volunteer. I was an active member of the Parent Association of my daughter’s schools; Olinca Institute in Mexico City, Rio Grande School in Santa Fe and St. Michael’s High School in Santa Fe, NM. Among some of the positions I took part were; President of the Association, head of the Carnival, head of the Teacher Appreciation Committee. Volunteer in the classroom, helping the teacher with some activities and providing art projects in the classrooms, the final projects were created to be auctioned to help the scholarships. Parent driver. Decorating events. Part of the feast committees decorating, creating backdrops, and helping in sport events.
Volunteer in NDI-NM, sewing costumes, backstage supervisor, providing food for dancers during big events, parent driver, and helping with office tasks. I taught sewing classes to 5th graders, in Atalaya School – Santa Fe, NM. After the 9/11 terrorist attacks, the kids had negative thoughts. I was part of the committee who created a project to help the kids get over their fears. After the kids finished printing positive words on fabric, I put together a quilt, which was displayed in several banks around Santa Fe and to this day it remains part of the Rotunda Art Exhibit.
I was appointed to be the coordinator for New Mexico, to put together a 9 x 12-foot mosaic picture of President Obama. The world's largest beaded photo mosaic made of PhotoPearls by 4th graders.
After decorating the Santa Fe Children’s Museum auction twice, I was asked to be part of the Board of Directors. I was part of the board for 2 years. I was the Head of the Arts and Crafts for the Vacation Bible School for Santa Maria de la Paz Catholic Parish, San Ysidro Catholic Church, Pojoaque Catholic Parish and St. John’s Methodist Church.
President of the Santa Fe Woman’s Club and Head of the Arts and Crafts. President of the Santa Fe County Extension Group and Head of the Arts and Crafts – County, District and State level.
Volunteer in Kingston Retirement Home and El Castillo Retirement Community. I made paper flowers with the residents to decorate their rooms, walkers and for the float for the Fiesta de Santa Fe.
I was part of the Visiting Artist Program in the Santa Fe Public Schools – I created a project to instruct kids about Native American culture. Each kid put together a kachina, and during the process we talked about the tradition, exchanging ideas and thoughts. For 11 years the Museum of International Folk Art in Santa Fe has hired me to make and decorate 500 sugar skulls with the people that attend to celebrate the “Dia de los Muertos”. To grow my business and improve my skills, I got trained at WESST. In 2015 I became an independent contractor. One of the reasons why I decided to become a Mystery Shopper was the lack of customer service in different establishments. Objectively evaluating customer service has given me new insights into the challenges faced by business owners and managers. I had the chance to evaluate restaurants, retail stores, gas stations, bookstores, grocery stores, apartments, hotels, among some businesses. I also performed on- site inspections. To be able to deliver quality reports I had to take tests, learn scripts and read the requirements for each task. The reports had to be sent before the end of the day. As the Customer Service Specialist at Homewise I had the chance to provide personalized service, helping people to understand the process of the products that Homewise provides. I often used my problem-solving skills to resolve customer issues. I was empathetic and a good listener. I kept the office supply closet stocked, placed special orders, kept the meeting rooms clean and their calendars updated every day. Answered and transferred calls. Kept the company directory up to date. Offered and served coffee/tea/water to customers and visitors. I was part of the Holiday Party committee. Having a good relationship with the staff always addressing them with respect and by their name.
I left Homewise because my husband got extremely ill. I had to become his caregiver until November when he passed away.
In February 2020 Homewise re-hired me as Loan Service Associate. One month after I rejoined the team we faced the pandemic. People were losing their jobs, and they were not able to pay their mortgages. We offered payment options, monetary help with different funds from government and private individuals. The Loan Servicing department worked in a hybrid setup, having two offices made me organized and carefully gathered and moved sensitive information. I kept the automatic payment database updated, processed the payments every morning, and made the deposit of the checks. Help customers with questions and inquiries, in person, via phone and email. Providing high quality customer service. Being empathetic and a good listener. The department worked together in an uncertain time. My supervisor was the best leader a department could ever have. It was a very frightful time, no one knew what was happening, nor what to expect for the future.
During the pandemic I sew 3,000+ facemasks, which were distributed among first responders, and front-line workers in Santa Fe, free of charge. With a heavy heart I had to present my resignation to be able to sell my home and move to Albuquerque.
Los Girasoles International Folk Art is a home-based small business that was created to keep traditions alive. Is my outlet to creativity, everything is handmade. I like to use varied materials and techniques, like sewing, painting, paper, metal embossing, dry flowers, clay. I love creating a project and enjoy taking it to the community to empower others to be creative.
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