Administrative Assistant & Customer Service Professional

Thalia Figueroa

Orlando, FL +1-689-***-**** ****************@*****.***

Professional Summary

Detail-oriented administrative and customer service professional with 7+ years of experience supporting operations in hospitality, government, and office environments. Proven ability to manage communications, maintain accurate records, and deliver high-quality customer support in fast-paced settings. Skilled in remote collaboration tools, data entry, and problem-solving. Bilingual in English and Spanish. Willing to relocate to: Maitland, FL - Orlando, FL Work Experience

Administrative Assistant

Florida Department of Environmental Protection Orlando, FL April 2025 to October 2025

• Manage high-volume email and phone communications, ensuring timely responses and accurate message handling

• Organize digital and physical records to improve document accessibility and workflow efficiency

• Support staff and management with scheduling, reporting, and daily administrative operations

• Enter and maintain data across systems with strong attention to accuracy

• Assist with invoicing, expense tracking, and basic financial processes

• Coordinate tasks and deadlines to support ongoing projects Administrative Assistant

Infiniti Employment Solutions Inc. Orlando, FL

April 2024 to October 2024

• Scheduled meetings, managed calendars, and coordinated office communications

• Prepared and distributed documents, reports, and correspondence

• Maintained organized filing systems and office inventory

• Provided support to staff and clients in a fast-paced environment Night Auditor

Knights Inn Motel Orlando, FL

October 2023 to April 2024

• Reconciled daily financial transactions and generated accurate reports

• Delivered customer support via phone, email, and in person

• Managed reservations, guest inquiries, and issue resolution

• Maintained secure handling of payments and confidential information Front Desk Lead

King Christian Hotel

August 2020 to May 2023

• Supervised front desk operations and supported a team of up to 20 staff members

• Resolved customer concerns efficiently, improving guest satisfaction

• Managed bookings, payments, and guest communications across multiple channels

• Trained staff on customer service standards and operational procedures Front Desk Agent

Caravelle Hotel & Casino Saint Croix, VI

January 2018 to September 2019

• Assisted guests with reservations, inquiries, and service requests

• Handled high-volume calls and administrative tasks

• Maintained accurate guest records and payment processing Education

Associate's degree

Colorado Technical University-Online

January 2021 to December 2021

Skills

Guest reservation booking Office experience Technical troubleshooting support Equipment troubleshooting Managing teams in a customer support role - Largest customer support team managed

(16-20 team members) 10 key typing Windows Proactive hotel and accommodations guest assistance Data entry in Excel Invoice processing Front desk Warehouse experience Faxing Driving Continuous improvement Closing Data collection Administrative experience within technology industry Credit Meeting scheduling File organization Phone call management Mail processing Productivity software Hospitality management Ethernet Typing Google Workspace Microsoft Excel Individual consumer customer service Microsoft Teams OPERA Cash register Heavy lifting Outbound calling Foreign language proficiency Customer support experience within retail industry Cross-training (employee development activity) Events management Call center experience In-person customer service Critical thinking CRM software Clear verbal communication Government agency customer support Accounts payable Project management Grocery store Patience Teamwork Word Processing Hardware support Customer inquiry handling Analysis skills Inventory data entry Financial management report preparation Balancing end-of-day transactions Call center agent experience Microsoft Outlook Interpersonal skills Order inquiry handling Client services Technical Proficiency Research Customer issue escalation Bookkeeping Basic math Quality assurance Face-to-face client meetings Retail sales Technical support Computer operation Cash handling Filing QuickBooks Online Property management Calendar management Manual handling Office supply management Event planning Photocopying Customer support experience within hospitality industry Receptionist experience within corporate industry Empathy Hotel and accommodations guest luggage handling Databases Greeting customers Google Ads Task prioritization Maintaining an organized workspace Network troubleshooting Hotel and accommodations guest inquiries Office equipment routine maintenance Counting cash Guest relations Personal assistant experience Negotiation Grammar Experience Remote work experience Guest Service Hotel experience Reception Problem-solving Store management Video communication Phone etiquette Written communication Providing product information Customer needs analysis Advocacy Retail math Document management Night audit Contracts Executive administrative support Project coordination Hotel and accommodations guest special request handling Customer service manager experience Processing cash transactions Google Docs Organizational skills Zoom Customer support experience within government industry Hotel and accommodations guest check-out Local attractions guest recommendation Administrative experience Front Office Order assistance Business requirements English Customer support

- Customer support experience (6-10 years) Upselling Multi-line phone systems HIPAA Hospitality Leadership Training & development Live chat Phone communication Customer service Multitasking Client interaction via phone calls Delivery driver experience Virtual client meetings Hotel policy compliance Scanning Guest services Client meetings Hotel and accommodations guest feedback handling POS QuickBooks Operations management Appointment scheduling Telemarketing Office management Maintaining patient confidentiality Hotel and accommodations guest check-in Improving customer support response time - Customer support response time improved (More than 30%) Writing skills Hotel and accommodations guest complaints handling Professionalism Conflict management Phone answering Closing sales Record keeping Guest transportation arrangement Correspondence management International customer service experience Confidential information handling Credit card Report writing Time management Clerical experience Active listening Client relationship development Hotel and accommodations guest issue escalation Hotel and accommodations guest follow-up Customer service problem-solving Sales Email customer support Cashiering Phone inquiries Mobile devices Client email correspondence Billing issue inquiries Proofreading Phone customer support Relationship selling Mentoring Customer communication Administrative experience within retail industry Cleaning Compliance Word Supervising experience Marketing Handling customer inquiries Attention to detail Cash management Data entry Slack Math Customer relationship management Microsoft Office Microsoft PowerPoint Internal employee customer service Search engines Customer relationship building POS systems Customer complaint resolution Languages

Spanish

English

Bilingual

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

Skills

• Remote Customer Support

• Administrative Support

• Data Entry & Record Management

• Microsoft Excel, Word & Google Workspace

• Calendar & Email Management

• Multiline Phone & Virtual Communication

• Problem Solving & Conflict Resolution

• Team Collaboration & Independent Work

• QuickBooks & Basic Accounting

• Bilingual: English & Spanish

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