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Manager Customer Service

Location:
San Ramon, CA
Posted:
February 22, 2020

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Resume:

KAREN G. DE GUIA

Professional Profile Protagonist professional and people-person with over 10+ years’ experience providing excellent customer service in the hospitality, healthcare, entertainment, and retail industries. Looking to leverage my knowledge and experience into a role in Senior or Executive Management.

Professional Experience WILLIAMS-SONOMA HOME STORE, San Ramon, CA Seasonal Sales Associate, October 2019 - current

Greet and welcome customers with enthusiasm. Provide customers with a unique shopping experience through effective selling techniques & excellent customer service.

Determine and understand customer needs and provide an in-depth knowledge of products, or suggest additional items while utilizing sales skills to build multiple sales.

Ring items in cash register, then either gift-wrap or package items properly to avoid breakage or damage.

Anticipate and resolve customer service issues. Follow-through on special orders, requests, or shipments.

Maintain displays through regular cleaning, straightening, and dusting.

Assist shipper/receiver and stockers with stock room and shipments.

Perform other tasks as assigned.

BTS EVENT TECHNOLOGY CORP., Paranaque, Philippines Office Manager, April 2016 – June 2019

Organize and manage a multi-million rental company of luxury equipment in audio, lighting, video displays, stage, and generator sets.

Prepare and maintain records and payroll time sheets including documentation on all employee performance and evaluation forms.

Conduct regular sales and operational meetings with Board members.

Perform occasional on-site event visits to assist Sales Managers on special big events and make periodic inspections of ingress and egress of technical and service staff.

Perform regular office administration and duties such as answering calls, taking messages, making reports, scheduling, forecasting, and budgeting. 20/20 OPTOMETRY, San Ramon, CA

Public Relations Manager, March 2003 – February 2006

Organize and distribute the city’s monthly newsletter for new residents of San Ramon and Dublin.

Create indirect marketing through promotional materials like flyers, brochures, and newspaper ads monthly. Generate report for Office Manager.

Responsible for visual merchandising. Showcase various brand name and luxury eyewear for the window and store displays.

Serve as the company’s official representative to attend weekly events and special banquets with senior city leaders and business groups of the Tri-Valley Chamber of Commerce.

Assist and support office staff in scheduling patient appointments, insurance billing, and updating of confidential patient medical records. 521 Rockcrest Circle, San Ramon, CA 94582 925-***-**** adbxcz@r.postjobfree.com U.N. PLAZA PARK HYATT HOTEL, New York, NY

(now One Millennium Hilton)

Front Desk Agent, October 1988 – 1990

Assistant Manager / Relief Night Manager, 1990 – 1995 Guest Service Manager, 1995 – November 1997

Welcome & greet warmly all guests. Responsible for the guest registration process and communication of hotel services and promotions.

Special attentions given to VIP guests and personally manage any and all requests.

Process various forms of payment and cash handling for change, foreign currencies, or sales. Maintain an accurate daily balance and deposit all transactions at the end of shift. Daily balancing report given to the Comptroller and Head Cashier.

Develop and maintain the Guest Recognition Program to record and reward frequent and all repeat guests. Present monthly reports to Department Heads.

Maintain inventory control of gifts and rewards. Suggest alternate gift choices if supply is limited or needed to be changed.

Designated as Relief Night Manager to provide support for sick days or vacation leave, including responsibilities of all night audit tasks, closing of end-of-day operations and system shutdown & start-ups. Prepare reports to distribute to all Department Heads and General Manager.

Determine adequate staff schedule thru utilization of proper planning and forecasting skills to ensure maximum coverage at all times.

Ensure timecards are submitted on a timely manner for payroll processing.

Administer training of Front Office new hires to ensure consistent compliance of hotel policies and procedures.

Conduct random room checks to insure hotel standards and set guidelines are met or exceeded.

Serve as hotel’s liaison between the various Missions to the United Nations held annually during General Assembly.

Anticipate and assist all guest service issues, complaints, requests, or concerns in a timely manner. Follow-up that all tasks were completed and log in Manager’s Book all events for the record.

Conduct weekly meetings with front desk staff to address updates, issues, promotions, guest feedback, and other concerns.

Participate in all Hotel Management and Human Resources trainings and seminars. Education

ST. PAUL COLLEGE, Pasig City, Philippines

Graduated High School, March 1988

Professional Skills

Administration Customer Service Client Relations Training Sales Apple IOS Oral & Written Communication Front & Back Office Management Internet Applications Social Media Travel Arrangement Microsoft Office Bilingual Tagalog and English

Awards Manager of the Quarter for 2 consecutive quarters at the U.N. Plaza Hotel



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