Customer Service Sales

ROCIO A. DIEGUEZ

*** *** **. ******: 915-***-****

El Paso, Texas, 79907 ************@*****.***

PROFESSIONAL SUMMARY

Results-driven professional with over three years of experience and a proven track record of success in managing diverse administrative and customer service initiatives in fast-paced and performance-driven environments; combine sound time and resource management skills to implement strategic initiatives to enhance productivity, service, and bottom-line performance. Known as a lead-by-example professional with a reputation for accomplishing organizational objectives and delivering results; committed to achieving the highest standards while consistently surpassing established goals.

Bilingual with Articulate Fluency in English and Spanish

PROFESSIONAL EXPERIENCE

Extended Stay America, El Paso, Texas 12/2010 – 03/2012

Front Desk Lead

Serve as the first point of contact for this 100+-room hotel property; coordinate all of front desk, night auditing, and business administration functions.

• Supervise, manage, and execute all aspects of the daily operations for a staff of 11 personnel which are front desk, maintenance, housekeeping, and night Laundry duties.

• Plan, coordinate, and execute all improvement strategies to increase occupancy rates, generate traffic, improve guest satisfaction, achieve profitability goals, and create awareness and preference for the property.

• Greet and welcome guests, check guests in and out, receive and post payments for accommodation; manage guest service functions to include wakeup calls, phone messages, and reservations, and respond to guest inquiries, concerns, and complaints.

• Perform daily audits, balance all revenues and credit card batches within budgetary guidelines, and maintain accurate posting of guest room charges.

• Manage the training of new personnel as needed to ensure that all enforced standards are met and maintained.

Alorica Inc., El Paso, Texas 12/2009 – 10/2010

Customer service representative

Performed a broad range of troubleshooting functions on various AT&T products and handled the programming of the different types of wireless phones; administered technical support as needed for customers experiencing difficulty with equipment.

• Demonstrate advanced knowledge products and services, providing information concerning different rate plans and features included in each plan; handled billing questions and accepted payments on accounts and re-rated accounts for use.

• Upsold additional features and accessories for cellular phones to increase revenues, and tracking of phones for delivery.

Target, El Paso, Texas 08/2009 – 12/2009

Sales Associate

Managed diverse store activities related to customer service, merchandise flow, inventory control, sales, and customer service support functions for this clothing retailer marketing, distributing, and accessories.

• Operated a register, handled receipt of large sums of money, and balanced cash drawer at the end of shift; managed the preparation of bank deposits and daily sales/cash reporting; processed credit card payments, refunds, and exchanges, promoted and processed store credits as needed.

• Managed store merchandising and presentation standards, ordering of inventory, execution of floor moves, and internal, and front-end maintenance activities.

• Assisted customers with the selection and location of merchandise, dealing directly with customers to establish positive relationships.

EDUCATION

Ysleta High School

8600 Alameda Ave.

El Paso, TX, 79907

High School Diploma

Graduate Date June 2009

University of Phoenix

1320 Adabel Drive

El Paso, TX, 79936

Bachelor of Science in Management

Currently Attending

REFRENCES

Available upon request.

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