Karla Gonzalez
Montreal,Canada
Summary
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Housekeeping Manager
LHotel
09.2024 - 01.2025
- Worked with front desk to respond promptly to all guest requests.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Managed staff of 10 housekeepers.
Housekeeping Supervisor
Marriot International
07.2023 - 07.2024
- Supervised employees in daily process of cleaning vacant and stay-over guest rooms
- Inspected vacant and cleaned rooms to verify best possible presentation to guests
- Assisted in resolving customer disputes or complaints in an efficient manner
Front Desk
Capgemini
12.2021 - 06.2023
- Coordinated maintenance services with vendors to ensure prompt repairs were made in a timely manner
- Demonstrated excellent communication skills when interacting with users over the phone or in person
- Proficiently utilized computer software programs such as Microsoft Office Suite to manage daily operations
- Performed administrative duties such as filing documents, typing reports or updating logs and records
Customer Service Representative
Ttech
12.2020 - 11.2021
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Responded to telephone inquiries and complaints following standard operating procedures
Restaurant Manager
Shrimp Shack
08.2020 - 02.2021
- Managed day-to-day operations of the restaurant, including overseeing staff activities, ordering supplies, monitoring stock levels, maintaining records, and reconciling cash receipts.
- Trained new employees in all aspects of restaurant operations, including cash handling procedures, food safety regulations, and customer service protocols.
- Developed and maintained a high standard of customer service, ensuring customers had an enjoyable experience.
Academic Director
Linguatec
03.2018 - 07.2020
- Collaborated with department heads to identify areas of improvement in educational programming.
- Analyzed data from surveys, focus groups, or other sources to inform decision making related to academics.
- Organized and facilitated workshops for faculty on effective instructional strategies.
- Planned and promoted social events, cultural and recreational activities.
Education
Completed coursework towards - Foreign Languages Education
Universidad Tangamanga
Foreign Languages
Universidad de Puebla
Merida, YucatanSkills
- Adaptability and Flexibility
- Team Guidance and Motivation
- Problem-Solving
- Staff Training
- Microsoft Office Suite
- Google Workspace
- Customer service-focused
Certification
- B2 English Certification, Duramh Tech, North Carolina, USA
- A1, A2 DELF Certification, Alianza Francesa
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Limited Working
Timeline
Housekeeping Manager
LHotel
09.2024 - 01.2025
Housekeeping Supervisor
Marriot International
07.2023 - 07.2024
Front Desk
Capgemini
12.2021 - 06.2023
Customer Service Representative
Ttech
12.2020 - 11.2021
Restaurant Manager
Shrimp Shack
08.2020 - 02.2021
Academic Director
Linguatec
03.2018 - 07.2020
Foreign Languages
Universidad de Puebla
Completed coursework towards - Foreign Languages Education
Universidad Tangamanga
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