Customer Service Expert with 20+ Years Experience

Antonia Huber

Customer service Agent with over ** years experience

Conroe, TX 77303

********@*****.***

+1-979-***-****

Professional Summary

Dedicated customer service representative with 15+ years of experience in retail and hospitality sectors, excelling in delivering exceptional service and resolving customer inquiries. Proven ability to manage high-volume transactions and train new staff effectively. Skilled in implementing efficient processes that enhance customer satisfaction and streamline operations. Committed to fostering positive experiences and maintaining high standards of service in fast-paced environments. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Cashier and Customer Service Representative

DeSano Pizzaria-Austin, TX

October 2024 to February 2025

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs

• Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers

• Resolved customer complaints regarding pricing errors or product availability with professionalism

• Trained new employees on operating cash registers effectively

• Performed opening/closing duties including counting money in the register before/after shifts Guest Services Agent

The Baymont Inn and Suites Hearne, TX-Hearne, TX

November 2023 to January 2024

• Provided exceptional customer service to guests, ensuring a positive experience from check-in to check- out

• Efficiently handled guest inquiries and requests, resolving issues promptly and effectively

• Checked guests in and out of the hotel, accurately processing payments and verifying identification

• Collaborated with housekeeping staff to ensure timely room readiness for arriving guests

• Provided recommendations on local attractions, restaurants, and events to enhance the guest experience

• Handled guest complaints or concerns professionally, escalating issues as necessary to ensure resolution

• Performed night audit duties such as reconciling daily transactions and preparing reports for management review

• Implemented efficient check-in/check-out procedures that reduced wait times by XX%

• Maintained confidentiality when handling sensitive guest information

• Assisted in managing group bookings/events including room block coordination/management

• Demonstrated strong problem-solving skills when addressing billing discrepancies or payment issues Server and Hostess

Ihop-College Station, TX

December 2019 to March 2020

• Developed and implemented a seating rotation system that reduced wait times by 30% during peak hours

• Collaborated with the kitchen staff to ensure accurate wait time estimates based on table turnover rates

• Maintained a clean and organized front-of-house area, including the reception desk, waiting area, and coat check

• Resolved guest complaints or concerns promptly and professionally to ensure a positive dining experience

• Coordinated with servers to manage table assignments effectively for optimal flow of service

• Showcased daily breakfast, lunch, and dinner features, detailing key cuisine elements and recommended wine and spirit pairings

• Demonstrated exceptional multitasking skills during peak hours, accurately managing 10 tables

• Maintained cleanliness of dining area by promptly clearing tables, sanitizing surfaces, and restocking supplies as needed

• Handled cash transactions accurately using POS system while maintaining a balanced cash drawer at the end of each shift

• Managed inventory levels of supplies such as napkins, utensils, condiments etc. ensuring availability during peak hours

• Managed multiple tasks simultaneously while maintaining a high level of professionalism and efficiency Receptionist and Project Manager

United Demolition and Hauling-Torrence, CA

September 2001 to March 2013

• Greeted and welcomed visitors, providing a positive first impression of the company

• Managed a high volume of incoming calls, efficiently routing them to the appropriate departments

• Scheduled appointments and maintained calendars for multiple executives, ensuring optimal time management

• Maintained an organized front desk area, including managing visitor sign-in process and distributing badges

• Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources

• Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies

• Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence

• Managed office supplies inventory by monitoring stock levels and placing orders when necessary

• Resolved customer complaints or issues promptly and professionally to maintain customer satisfaction Education

Psychology (University)

Capella University-Remote

January 2025 to Present

Bachelor of Science degree in Psychology

• Drug And Alcohol Counselor/LCDC

• will continue education for master's degree in Psychiatrictry. Business Management Human Resources (University of Phoenix) University of Phoenix-Online Campus-Remote

August 2023 to October 2024

Courses taken allowed for me to gain knowledge and experience in Human Resources. October 2024, I decided to change my career path and transferred to Capella University. Automotive Technology (Texas State Technical College) Waco, TX

January 2020 to October 2020

Nearly completed 10 month automotive certificate program, encouraged by the Deen to accept scholarship to Toyota Program.

High school diploma or GED

Big Bear High School-Big Bear City, CA

August 1998 to June 2001

Skills

• Call center experience

• Critical thinking

• Hotel and accommodations guest inquiries

• Local attractions guest recommendation

• Internal hiring

• Hotel and accommodations guest special request handling

• Record keeping

• Job shadowing (employee development activity)

• Cost control

• Clerical experience

• Hotel and accommodations guest follow-up

• Hand tools

• Guest reservation booking

• Reception

• Hotel and accommodations guest issue escalation

• Technical Proficiency

• Mechanic experience

• Data entry

• Accounting software

• Food service management - Food service management experience (6-10 years)

• Sales

• Telemarketing

• Staff scheduling

• Mechanical knowledge

• Microsoft Outlook

• Mental health counseling

• Phone communication

• Resort

• Greeting customers

• Leadership

• Conducting staff training sessions as a first-line manager - Staff training sessions conducted as a first-line manager (6-10 sessions)

• Grammar Experience

• Motel experience

• Office experience

• Cash reconciliation

• Accounting

• Retail sales

• Cash register

• Windows software

• Microsoft PowerPoint

• Customer satisfaction surveys

• Hotel restaurant experience

• Customer relationship building

• Mobile devices

• Public speaking

• Computer operation

• Customer issue escalation

• Managing food service teams - Largest food service team managed (More than 20 team members)

• Writing skills

• Customer service

• Canvassing

• Strategic planning

• Research

• Microsoft Excel

• Customer relationship management

• Cafeteria experience

• Complaint handling

• Property management tools

• Evidence-based interventions in treatment planning

• macOS

• Upselling

• Teamwork

• Brand awareness strategy

• Hotel policy compliance

• Microsoft Office

• Hotel and accommodations guest check-out

• Customer support experience within retail industry

• Food service inventory management

• Hotel and accommodations guest feedback handling

• Attention to deatil

• Guest transportation arrangement

• Supervising experience

• Hotel and accommodations guest complaints handling

• Experience with individuals with mental health conditions

• Formal training programs

• Collaborate with healthcare professionals

• Luxury hotel experience

• Basic math

• Filing

• Retail math

• Billing troubleshooting

• Attention to detail

• Conflict resolution

• Social media platforms

• Business hotel experience

• Salesforce

• Product demos

• Mail distribution

• Handling customer inquiries

• Data analytics

• Interpersonal skills

• Job board recruitment

• Balancing cash drawers

• Billing issue inquiries

• Conference training method

• Door-to-door

• Wireless sales

• Client interaction via phone calls

• Hotel and accommodations guest check-in

• Hotel and accommodations guest luggage handling

• Experience with children

• Guesty

• Referrals (candidate sourcing)

• QuickBooks

• Relationship management

• Direct patient care

• Guest services - Guest services experience (16-20 years)

• Bookkeeping

• Content creation

• Proactive hotel and accommodations guest assistance

• Budgeting

• Hospitality industry experience - Hospitality industry experience (16-20 years)

• Communication skills

• Appointment scheduling

• Direct sales

• Phone etiquette

• Stocking

• shipping and receiving

• Coaching

• Customer communication

• Live chat

• Patient treatment

• Customer retention

• Child & family counseling

• Human resources

• Warehouse experience

• Time & attendance systems

• Vacation rental experience

• Guest relations

• Microsoft Word

• Remodeling

• Word processing

• POS

• Cash handling

• Community engagement

• OPERA

• Management

• Brand promotion

Languages

• Bilingual

• English

• French

Certifications and Licenses

Microsoft office user

November 2017 to Present

TABC Certification

Food Handlers Permit

Driver's License

ServSafe Workplace Certification

ServSafe Food Handler Certification

ServSafe Allergens Certification

Counseling Certification

Certified Notary Public

Certified Administrative Professional

Microsoft Office Specialist

Additional Information

Volunteering

• San Bernardino National Forest Service Wild Land Basic Fire Training San Bernardino, CA 2000-2002

• Redlands Nursing Home Elderly Visits Redlands Community Hospital, Redlands, CA 2000-2002

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