Front Desk Customer Service

Hailey Rodriguez

Phone Number : 562-***-****

Address : *** * **** *** ******* Ca 90003

PROFESSIONAL SUMMARY

I am an experienced 6 year Receptionist, Customer Service Representative, Data Clerk, Phone Operator, Hotel front desk clerk, and an Administrative Assistant. I am a team player and I take my job very serious. I learn quickly an am able to manage a fast paced working environment. I am good with sorting, filing documents, reminding people of appointments, helping customers with online issues, making sure customers are 100% satisfied with my help, staying organized, and i consider to myself to work very well under pressure, and am very reliable.

EXPERIENCE

Front Desk

Hilton

October 2021 - May 2024

• Experienced hotel front desk clearly with excellent customer service skills and a friendly, professional demeanor.

• Ability to multi-task and manage competing priorities.

• Completed a variety of administrative tasks, including reservation management and billing.

• Greeted guests, verified reservations and provided information about the hotel and surrounding area.

• Processed payments and checked guests in and out of the hotel.

• Assisted guests with any inquiries they might have regarding their stay.

• Handled complaints and provided solutions to any disputes or issues. Agent

Apollo Tv

January 2021 - October 2021

• At Apollo Tv I managed 100+ calls daily, 50+ live chats, assisting customers with product selection and inquiries.

• Generated over 200 sales leads, contributing to a 15% increase in monthly sales. By helping customers find the best subscription, I improved customer retention rates by 25%.

• I resolved 90% of technical issues on the first call and built sustainable relationships with customers, achieving a 98% satisfaction rate.Every time a customer would end the phone call they would leave a good rating afterwards. I was very understanding of the customer’s frustrations and make sure there issue is solved. Administrative Associate

Elite (Insurance company)

January 2020 - September 2021

• Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.

• Trained two new employees in how to use our system, entering customer data and organizing customer interaction logs.

• Received an average 85% customer satisfaction rating to date, 15% higher than the company average

• Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations.

• Always made sure customers were 100% satisfied with my service and if they weren’t or a question was not able to get answered I provided 5% off next bill for the inconvenience.

• Familiar with major customer service software and conflict resolution, and possess a positive attitude.

Customer Service Representative

Lowe’s

May 2019- December 2020

(remote) Sometimes in office or at home

• Data entry

• Document filing

• Logs and data tracking PROCESSED ORDERS

• Answered calls, emails, and live online chat pontoons immediately and try to since the problem within reasonable time.

• Worked at home with a Laptop and a ear connector for phone calls

• Part time And Full time

• Enhanced customer engagement by 37% via GoToMeeting virtual meetings with customers

• Improved tracking and resolution of customer issues by 23% by using Salesforce for CRM

• Handled an average of 220+ calls per week using RingCentral with an 87% resolution rate on the first contact

• Assisted in developing a new remote training program, increasing new hire efficiency by 41%.

ARCO

April 2018- November 2019

- Handled more than 200 people per day

- Use of money and money safe

- Sales of Lottery tickets, tobacco, alcohol

- Receiving cash from customers and inputting it on correct pump for gas

- Worked with EBT and Cashier systems

- Customer service 24/7

- Cleaned up the lot on free time

- Cleaned work area and inside on free time

- Counting and handling cash during shift change and make sure money adds up to the shift.

- Make sure to not give back cash if people prepay with a debit/credit card, let them know it will go back on the card. If paid in cash, give remaining balanced of not used back

- Be friendly and outgoing

Front Desk

Holiday Inn

April 6 2016- September 19 2018

• Promoted positive guest relations to all individuals approaching the Front Desk

• Process guest arrivals and departures, including all necessary payments

• Issued keycards and escort instructions to bellhops

• Oversaw guest registration reservations and other clerical duties with a focus on quality and courtesy

• Solid experience in accounting functions, such as account Payable/Receivable and auditing

• Communicate with all hotel departments efficiently and maintain the function board in the hotel lobby

• Arrange for shuttle services and assist with other guest transport needs

• Confirm sufficient supplies are ready and available to last the entire shift

• Direct phone calls as necessary and ensure incidental services (movies, phones, video games, etc.) are active or restrictedCashier

EDUCATION

Saint Anthony High School — High School Diploma

SKILLS • Organized

• Team Player

• Computer Skills

• Good Customer Service

• Well worked under pressure

• Fast Learner

• Multitasker

• Time Consumer

• Neat and Clean

• Very good at handling paper work and documents

AWARDS • Employee of the Month

• Bonus awards for top rated customer service

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