Front Desk Customer Service
Resume:
Monica Cano
Las Vegas, NV *****
*************@*****.***
Work Experience
Front Desk Agent Call Center
Wynn Resorts-Las Vegas, NV
January 2025 to Present
• Handled a high volume of inbound customer calls
• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
• Assisted customers with troubleshooting technical issues over the phone
• Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with customers
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
Front Desk Supervisor/Manager on Duty
Silverton Hotel & Casino-Las Vegas, NV
November 2023 to May 2024
• Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
• Train, supervise and support office staff, including receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer service
• Handle complaints and specific customers requests
• Troubleshoot emergencies
• Monitor stock and order office supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office expenses and costs
• Ensure company’s policies and security requirements are met
• PBX operator
Timeshare Sales Agent
El Dorado-Las Vegas, NV
July 2023 to September 2023
• Prepared for daily appointments: review tour sheet, owner history, presentation details, etc.
• Gave a sales presentation and tour of resort to prospective clients.Follow and adhere to the
• Consultative Sales Process when presenting to owners and guests.
• Established trust with the prospective owner and Owners throughout the entire sales process to build ongoing rapport.
• Discovered the needs of prospective owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the sales presentation.
• Provided prospective owners and Owners a Sales Gallery, Property and Model tour specific to their sales distribution site.
• Explained the features, advantages and benefits of the product and advocate the appropriate amount of points to accommodate the prospective owners and Owners current and future vacation needs.
• Completed and closed the sales contract process by ensuring all required/legal paperwork and documents are signed and notarized
Excursions Director
American Cruise Lines-Guilford, CT
July 2020 to July 2022
• Strong time management skills and proven history of workplace punctuality.
• Attention to detail and meticulous use of proper safety procedures.
• Good interpersonal and communication skills.
• Self-directed and motivated.
• A excursion director, or tour manager, organizes and executes group tours for travel companies or on- site at tourist attractions.
• The responsibilities of a excursion director may include coordinating travel itineraries and routes.
• Facilitating customer communication, and managing tour guides and drivers
• Sales- promoting & booking future cruises
Assistant Store Manager
Fascinations-Tempe, AZ
July 2019 to July 2020
• Audits and reviews inventory schedule including requisition, deliveries while cross-referencing with par stock levels.
• Trains and orients PriceSmart personnel by reviewing product descriptions and sales training materials, discussing staff evaluation results and developing new personnel improvement programs.
• Assists customers by providing precise answers to questions, recommendations to inquiries and attending to concerns about products and services.
• Attends to wholesale orders from large-scale volume buyers; from discussing and planning ordering schedule, product specifications, return parameters and discounting programs.
• Develops marketing and promotional strategies to push slow moving items or to increase profit margins during off season.
• Reviews P & L statement with Store Manager and discusses potential pain points in operations, sales and manpower.
• Ensures PriceSmart members of a great shopping experience by having all products in stock, first-rate customer service and clean and sanitary premises at all times. General Manager
Capital Suites-Blythe, CA
June 2014 to January 2018
• Operations Management
• Review scheduling based upon business levels optimized P&L statements by evaluating operation budgets using expenditure planning.
• Worked closely with vendors and outside service contractors to ensure proper
• pricing, delivery and maintenance of products.
• Monitor front desk and ensure proper service levels and training are being conducted for all levels.
• Sales- promoting and booking rooms and conference room
• Examine and correct inefficiencies in front office operation in maximizing and increasing sales and reducing costs without affecting the level of service.
• I lived on property and dealt with long term and short term guests Education
High school diploma
Esperanza High School - Blythe, CA
June 1995 to February 1996
Skills
• Home health (10+ years)
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