Jackeline Nunez Soto
Saint cloud
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable with extensive experience Hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Lobby Experience Host
Hyatt KPMG Lakehouse
03.2023 - 06.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed data entry and filing to keep records updated for easy retrieval.
- Collected room deposits, fees, and payments.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Resolved customer problems and complaints.
- Handled assignments independently with good judgement and critical thinking skills.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Compiled information from files and research to satisfy information requests.
- Tracked important information in Microsoft,Colleague Advantage and Opera spreadsheets and ran reports or generated graphs using data.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
Fulfillment Associate
Amazon
06.2022 - 02.2023
- Selected and filled orders from stock to fulfill customer requirements.
- Followed procedures at all times for personal and team safety.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Communicated with other departments to facilitate fulfillment activities and address issues.
Customer Service Supervisor
Universal Orlando
11.2020 - 12.2021
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Customer Service Representative
Universal Orlando
11.2019 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
Cash Control Coordinator
Universal Studios Orlando
11.2017 - 12.2021
- Handled day-to-day accounting processes to drive financial accuracy.
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Education
High School Diploma -
Colegio Nuestra Senora Del Pilar
Zulia,Venezuela07.2016
Skills
- Team Collaboration
- Telephone Reception
- Server Support
- Reservations Management
- POS Software
- Guest Relations
- Customer Service
- Bill Computation
- Ordering Procedures
- Cleaning and Sanitation
- Front-Of-House Display Creation
- Work Prioritization
- Performance Evaluation
- Time Management
- Leading Team Meetings
- Delegating Work
- Call Center Operations
- Team Building and Leadership
- Handling Escalations
- Problem-Solving
- Decision-Making
- Service Delivery Optimization
- Time Tracking
- New Hire Training
- MS Office
- Training and Mentoring
- 7 years of customer service experience
Accomplishments
Elite Team Member at Hyatt KPMG Lakehouse
4th Quarter 2023
Languages
Spanish
Native or Bilingual
English
Timeline
Lobby Experience Host
Hyatt KPMG Lakehouse
03.2023 - 06.2024
Fulfillment Associate
Amazon
06.2022 - 02.2023
Customer Service Supervisor
Universal Orlando
11.2020 - 12.2021
Customer Service Representative
Universal Orlando
11.2019 - 12.2021
Cash Control Coordinator
Universal Studios Orlando
11.2017 - 12.2021
High School Diploma -
Colegio Nuestra Senora Del Pilar
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