Customer Service Quality Assurance

Thalia De Los Santos

******************@*****.*** 305-***-**** Miami, FL 33155

Summary

An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.

Skills

Customer Service

Guest Relations

Interior and exterior cleaning

Budget Control

Focused and detail-oriented

Health and safety compliance

Customer-Oriented

FLUENT IN Spanish and English

Teamwork

Exceptional communicator

Excellent oral and written communication

Hospitality background

Quality Assurance Controls

Complex Problem-Solving

Exceptional time management

Experience

The Biltmore Hotel Miami, Florida

Housekeeper

01/2023 - 08/2024

Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.

Cleaned bathrooms, including toilets, tubs, showers and sinks. Changed bed linens and towels, tidied up rooms.

Replenished supplies such as drinking glasses and coffee cups in guest rooms. Sanitized all areas of the hotel lobby and public restrooms. Emptied trash receptacles throughout the property. Maintained a clean linen closet by folding sheets neatly on shelves. Organized closets with hangers for guests' clothing items. Responded to requests from guests regarding housekeeping needs. Inspected guest rooms after cleaning to ensure they were presentable. Reported any maintenance issues or damage to supervisors immediately. Delivered requested items such as extra pillows or blankets to guest rooms. Followed safety procedures when handling hazardous materials. Provided information about hotel services upon request from guests. Disinfected telephones, light switches and other frequently touched objects. Interacted pleasantly with clients and guests when performing daily duties. The Biltmore Hotel Miami, FL

Coordinator

05/2024 - 07/2024

Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.

Analyzed data to identify trends in customer behavior and preferences. Developed strategies to improve operational procedures and reduce costs. Coordinated with other departments to ensure projects were completed on time and within budget.

Assisted with the preparation of presentations for senior management meetings. Organized team events to promote a positive work environment. Provided technical support to staff members regarding software applications and hardware systems.

Researched new technologies to enhance productivity levels across all departments. Monitored inventory levels and ordered additional supplies as needed. Drafted reports summarizing progress on various projects for upper-level management review.

Conducted regular training sessions for staff members on new software programs or processes.

Prepared detailed expense reports for all departmental activities. Assisted with the development of marketing campaigns aimed at increasing sales volume. Hostal Mimi's Havana, Havana

Receptionist

01/2018 - 11/2022

Greeted visitors and provided them with assistance. Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.

Scheduled appointments for clients, customers, and other visitors. Verified visitors' identification cards before allowing access to the building. Maintained a neat reception area by organizing materials and tidying up furniture. Performed data entry tasks into various computer systems accurately and promptly. Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies. Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.

Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary. Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.

Education and Training

Medical Sciences University of The Havana The Havana, Cuba Medical Doctor in Medicine

11/2022

IPU Jose De La Luz Y Caballero The Havana, Cuba

Bachelor of Science

07/2016

SB Antonio Maceo The Havana, Cuba

High School Diploma

08/2013

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