Customer Service Manager

Elizabeth Gonzalez

***** ********* ***. ******* **. 90650

Mobile: 310-***-**** Email: *********.**@*******.***

Summary

Highly motivated Customer Service Representative focused on promoting customer Service satisfaction through exceptional service and maintaining outstanding hotel accommodation. Tech savvy, highly accurate and efficient with date entry and general operation exceptional people skills with down to earth outgoing personality

Highlights

*Knowledgeable & Friendly * Time Management Ability * Excel At Conflict Resolution *Skilled with Telephone. * Maintain Professional Dem * Multitasker

Experience

08/2018 to Current Hawthorne Hangar Operations Customer Service Manager Hawthorne CA.

Managed the front desk, make arrivals (passengers, pilots, crew) feel appreciated by giving exemplary customer service, properly train personnel in all aspects of department procedures setting each employee with training module. Arranged hotel accommodations, vehicle rentals and private transportation. Ordered all cleaning supplies, office supplies and snacks maintaining a budget. Updated forms and logs and FBO’s database. Processed refunds and contacted customers regarding any outstanding balance,

10/2015 to 08/2018 Beach House Hotel Front Desk Agent Hermosa Beach CA.

Manage front desk task for 96 full-service rooms, welcomed and register guest and offer them services and room rates. Keep record of room availability and guests’ accounts Maintained the front desk area in a neat and organized fashion Make changes and confirm reservations Received and distributed faxes and mail in a timely manner Answering phones Establish customer payment methods and processing payments Record guest comments or complaints, referring customers to managers as necessary.

10/2011 to 04/2013 Hilton Hotel PBX Operator Pasadena CA.

Operated main switchboard responding to the needs and request of in-house guest and outside calls. Ran daily reports such as Down Time and CRM. Scheduled wake up calls, late check outs along with posting room charges adjusted on guest departures. Explained charges and provided guest with copy of receipts. Created and implemented a Guest Service Request Log which helped increase the S.A.L.T scores. Communicated with housekeeping and engineers regarding guest needs.

Education

Northview High School

Graduated 06/1998

General Studies

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