Front Desk Customer Service
Resume:
Nimia Jimenez
Austin, TX *****
*******@*****.***
Professional Summary
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Work Experience
Operations Specialist
Alliance Benefit Group-Houston, TX
September 2024 to March 2025
• Process incoming contributions and outgoing distributions in a timely and accurate manner.
• Verify transaction details, ensuring compliance with company guidelines and regulatory standards.
• Record and reconcile financial transactions in company systems.
• Maintain and update records related to distributions and contributions.
• Respond to internal and external inquiries regarding transactions and account statuses.
• Identify discrepancies and resolve errors in financial data.
• Assist in preparing reports related to contributions, distributions, and account activities.
• Ensure confidentiality and security of sensitive financial data.
• Collaborate with other departments to resolve issues and improve processing efficiency. Client Relationship Manager
NewPort Group-Remote
February 2021 to February 2024
• Managed 180-250 client plans, achieving a 95% retention rate by implementing tailored service strategies and maintaining high client satisfaction.
• Effectively communicated in challenging situations, resolving 90% of client issues on the first contact.
• Conducted compliance testing for defined contribution retirement plans, ensuring 100% adherence to regulatory standards.
• Prepared and filed over 150 Form 5500s annually, reducing filing errors by 15% through a streamlined review process.
• Enhanced client relationships by leveraging strong communication skills and advanced technology, improving overall client satisfaction by 20%.
Customer Service Representative
Ingham Retirement Group-Miami, FL
November 2019 to January 2022
• Delivered exceptional customer service, resolving 95% of inquiries and issues on the first contact, leading to a 20% increase in customer satisfaction.
• Maintained and analyzed customer complaint records, identifying key issues that led to a 10% reduction in recurring problems.
• Managed over 100 daily emails and 50+ inbound/outbound calls, ensuring timely and accurate responses, which improved client communication by 30%.
• Managed a portfolio of 200+ customer accounts, increasing account retention by 15% through personalized support and regular follow-ups.
• Provided technical support for CRM and payroll systems, resolving 80% of issues within the first interaction, significantly reducing downtime for clients. Front Desk Supervisor & Event Coordinator
Hampton Inn & Suites Miami-Miami, FL
February 2017 to November 2019
• Trained and supervised a team of 10 front desk staff, leading to a 25% improvement in guest satisfaction scores through enhanced service delivery.
• Resolved guest issues with a 90% first-contact resolution rate, contributing to a 15% increase in overall guest satisfaction.
• Oversaw daily front desk operations, including check-ins, check-outs, and guest assistance, ensuring smooth processes that led to a 10% reduction in wait times.
• Managed all front desk accounting operations, reducing discrepancies by 20% through rigorous cash reconciliation and oversight of incentive programs.
• Coordinated and executed monthly employee events and large corporate functions, consistently under budget by 10% while enhancing participant satisfaction by 20%. Front Desk Agent
Hilton Miami Airport-Miami, FL
February 2015 to June 2016
• Efficiently registered and assigned rooms to guests, handled reservations, and managed guest accounts, contributing to a 10% increase in guest satisfaction scores. Front Desk Agent
Doubletree by Hilton-Miami, FL
October 2010 to January 2012
• Provided exceptional front desk service, including guest registration, room assignments, and payment processing, contributing to a 15% increase in repeat guest bookings. Education
High School Diploma
Coral Gables Senior High - Miami, FL
August 2003 to May 2007
Skills
• Microsoft SQL Server
• Technical support
• Client Relationship Management
• Cash handling
• Account management
• Front desk
• Supervising experience
• Filing
• Communication skills
• Payroll
• Accounting
• Event planning
• CRM Software (Salesforce, Jira)
• Cold calling
• Portfolio management
• Customer service
• CRM software
• Financial Services
• HTML5
• Outbound calling
• Software Development
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