Summary
Overview
Work History
Education
Skills
Timeline
Generic

Deanna Morales

Rancho Cucamonga,CA

Summary

Customer-oriented Reservation Agent with over 12 years of experience in the Customer Service Industry. Hardworking with excellent telephone communication skills. Works to answer all guests questions via phone or email to reach positive outcomes.

Overview

12
12
years of professional experience

Work History

Reservations Coordinator/Front Desk Agent

Bellagio Hotel And Casino
08.2022 - 01.2024
  • Warmly greeted guests and helped them achieve a smooth check in/check out.
  • Answered phone at front desk promptly to assist customers with their booking or any questions they may have.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Provided customers with information about availability and pricing.
  • Worked closely with front desk to achieve full occupancy of property.
  • Maintained awareness of types of rooms available in different resort locations.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Scheduled reservations on phone and in person with customers and cancelled reservations as well.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Resolved various issues and discrepancies for customers.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.

Client Service Specialist Lead (Call Center)

Glidewell Laboratories
09.2016 - 08.2022
  • Call Center (Worked from Home/Hybrid)
  • Answered high volume of calls and emails with clients.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Developed customer service improvement initiatives to decrease customer wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Excellent communication with the client to assure active listening is occurring and reassure client when upset.
  • Displays genuine care and professionalism with each and every internal and external client.
  • As a Team Lead Specialist it was normal for me to take the escalated calls as well as high priority and difficult cases to find the answers and solutions the clients are looking for.

Prestige Beauty Advisor

Sephora
10.2011 - 09.2016
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Educated clients on how to apply makeup and recommended my favorite luxury brand beauty products and luxury skincare items.
  • Helped customers feel relaxed and comfortable through conversation and personal relatability.
  • Trained new staff in product knowledge and client service protocols.
  • Led beauty classes with confidence and ease all while having fun with the client and educating them about their luxury beauty products and how to use them.
  • Identified skin and hair needs of customers to provide assistance in choosing best products.
  • Answered client questions about products and services, helped locate merchandise, and promoted key items.
  • Applied makeup and skincare products to customers following guidelines to enable testing of brand.

Education

High School Diploma -

Chaffey High School
Ontario, CA
02.2007

Skills

  • Highly Dependable and Punctual
  • Interpersonal Skills
  • Great eye for attention to detail to even the smallest of details
  • Active Listener
  • Adaptable and trainable
  • Perfectionist and Professional
  • Personable with clients and empathic to their needs
  • Time management and completing tasks on time every time
  • Excellent verbal and written communication

Timeline

Reservations Coordinator/Front Desk Agent

Bellagio Hotel And Casino
08.2022 - 01.2024

Client Service Specialist Lead (Call Center)

Glidewell Laboratories
09.2016 - 08.2022

Prestige Beauty Advisor

Sephora
10.2011 - 09.2016

High School Diploma -

Chaffey High School

Similar Profiles

CREATE PROFILE
Deanna Morales