Brenda Cruz-Trejo
Charlotte
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail and hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with guest. 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
6
6
years of professional experience
Work History
Group Housing Coordinator
Marriott International, Inc.
10.2022 - Current
- Monitor and analyze Rooms Inventory utilizing Yield Management to maximize occupancy and increase average rate. This includes monitoring of group blocks, determining cut off dates, and rate restrictions
- Process and handle group rooming lists, reservations, and associate reservations requests by inputting data into the reservations system
- Calculate and prepare rooms reports to determine sources of business using various computer systems
- Assist in the development and revisions of forecasts for the Rooms Department, both monthly and annually
- Communicate both verbally and in writing to provide clear direction to Client.
Front Desk Agent
Marriott International, Inc.
03.2022 - 10.2022
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and guests upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected room deposits, fees and payments. Posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
Guest Advocate
Target
08.2020 - 08.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Front Service Clerk
Publix
06.2018 - 08.2020
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Worked flexible schedule and extra shifts to meet business needs.
Education
Associate of Arts - Criminal Justice
Central Piedmont Community College
Charlotte, NC06.2023
High School Diploma -
North Mecklenburg High School
Huntersville, NC06.2020
Skills
- Guest Satisfaction
- Service Quality
- Communication
- Customer service
- Computer skills
- Time management
- Leadership
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Group Housing Coordinator
Marriott International, Inc.
10.2022 - Current
Front Desk Agent
Marriott International, Inc.
03.2022 - 10.2022
Guest Advocate
Target
08.2020 - 08.2022
Front Service Clerk
Publix
06.2018 - 08.2020
Associate of Arts - Criminal Justice
Central Piedmont Community College
High School Diploma -
North Mecklenburg High School
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