Cecilia Hernandez-Preza
Conyers
Summary
Skilled in optimizing reservations and training staff, I excel in problem-solving and multitasking. Bilingual communicator adept at resolving inquiries and fostering a positive environment, ensuring seamless service delivery.
Offering strong candidate for role who is eager to learn and develop in this environment. Contributes understanding of customer service and administrative tasks, ready to use and develop organizational skills and communication abilities in management or customer service role.
Friendly and approachable, with strong interpersonal abilities and positive demeanor. Proficient in managing administrative tasks and coordinating schedules, with knowledge of customer service principles and office software. Developer skills in hospitality settings,focusing on customer satisfaction.
Overview
4
4
years of professional experience
Work History
Front Desk Manager
Days Inn Hotel
Covington, GA
08.2022 - 04.2024
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front desk staff, enhancing service quality and operational efficiency.
- Managed reservations using Opera PMS, optimizing room allocation and occupancy rates.
- Developed and implemented standard operating procedures to improve front desk workflows.
- Coordinated with housekeeping and maintenance departments to ensure timely room readiness.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Manager
Wnb Factory
Conyers, GA
05.2020 - 06.2023
- Oversaw daily operations to ensure production targets were met efficiently.
- Developed and implemented process improvements to enhance workflow efficiency.
- Trained and mentored staff on best practices for safety and productivity.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Coordinated staff schedules, improving operational efficiency and coverage during peak hours.
Customer Service Representative
Metro Pcs
Covington, GA
04.2022 - 02.2023
- Assisted customers with product inquiries, ensuring clarity and satisfaction.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Educated customers on service plans and promotions to enhance their experience.
- Assisted customers in both English and Spanish, resolving inquiries efficiently.
- Managed high-volume calls while maintaining professionalism and composure under pressure.
- Met all call quality standards and daily quotas for first-call resolution.
Education
High School Diploma -
Rockdale High School
ConyersSkills
- Customer service
- call center experience
- Microsoft Excel
- Check-in and Check-out procedures
- Data entry
- Critical thinking
- Problem-solving skills
- Multitasking and organization
- Fluent bilingualism
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Manager
Days Inn Hotel
08.2022 - 04.2024
Customer Service Representative
Metro Pcs
04.2022 - 02.2023
Manager
Wnb Factory
05.2020 - 06.2023
High School Diploma -
Rockdale High School