Ana Lissette Valencia
Los Angeles,CA
Summary
[Customer service] dedicated to continuous process improvement in rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems.[Customer service] focused on process improvement and on-time project delivery. Dependable [Customer services] bringing management experience and a willingness to take on added responsibility to meet deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem-solving skills. Dedicated Operational Manager demonstrating effective leadership in all aspects of the job. Excels at cutting costs and streamlining operations. Tech-savvy project manager versed in all aspects of project management from inception to completion. Excels in recruiting, talent acquisition, process reengineering, and improvement. Sales manager experience and strong closing ability. Skilled Operation Manager with solid experience managing all levels of multiple projects including budgeting and administration. An experienced portfolio manager with excellent client and project management skills. Action-oriented with a strong ability to communicate effectively with technology, executive, and business audiences. High-performance manager with 25 years of customer service experience in strong retail environments.
Safety-focused property inspections committed to understanding and resolving diverse field service issues and meeting customer needs. Models technical expertise and product knowledge and cultivates trusting client relationships through patient listening and thorough follow-through. Detail-oriented administrator and electronic documentation specialist with proven success at recording and tracking project files for immediate access.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Quality-focused Property Manager with genuine care for property conditions. Skilled at providing both resident satisfaction and fulfilling property owner needs. Provider of smooth operations and rapid conflict and crisis resolutions.
Overview
27
27
years of professional experience
Work History
Field Assistant and Property Assistant
The maimon group
Los Angeles, CA, CA
07.2023 - Current
- Contributed to problem resolution with proactive reporting of issues.
- Reviewed and interpreted work orders and repair requests to determine needs.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Typed, formatted and edited correspondence and other documents.
- Inventoried and ordered materials, supplies and services.
- Performed periodic inspections of the property to assess condition and identify potential issues or areas requiring attention.
- Handled tenant inquiries, complaints, requests for repairs or other services.
- Provided support to the Property Manager as needed.
- Coordinated move-in, move-out processes for existing, new tenants.
- Inspected vacated units upon turnover to determine necessary repairs or cleaning needs prior to new tenancy.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Exercised direct supervision over property staff.
- Built relationships with service vendors and submitted associated billing statements.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
Admi
GHP
Los Angeles, CA, CA
12.2022 - 03.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Planned and completed group projects, working smoothly with others.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
Front Desk Agent
Sonder
Los Angeles, CA
12.2021 - 07.2022
- Maintained accrues account for the guest and if not helped to download the app, so guests could be able to check-in.
- Walked around the whole building making sure all the amenities were on and ran without any issues.
- Helped direct vendors toward the correct department and informed my managers on duty.
- Coordinating with the housekeeping manager and providing a list of arrivals and departures for the VIP rooms, having all the linens inventory ready, issuing room keys plus deleting previous ones.
- Log in to all platforms to be able to help all guests with guest services or customer services for each of the properties.
- Verified room readiness for new guests by coordinating with housekeeping services.
- Resolve guest complaints to maintain satisfaction with property services.
- Direct staff and keep reception areas clean, professional, as well as, welcoming for guests.
- Manages reservation check-in and check-out procedures within the hotel system.
- Schedule and oversee the work of the front desk and lobby staff.
- Satisfied guests need prompt knowledgeable services.
- Reconnect and direct guest tower amenities and attractions.
- Organized staff schedule based on expected guest load.
- Helped other properties if need an assistant plus trained new employees.
Front Desk Agent
Level Furnished Living
Los Angeles, CA
09.2015 - 03.2020
- Check-in and check-out guests make sure we process payments for 3rd party guest reservations, verify 3rd party credit card numbers, and call the merchandise services to the correct credit card to the city ledger account.
- Posted charges, updated accounts and issued bills to departing guests.
- Read all the notes, block rooms and assign the correct room to the guest.
- Checked all the VIP guests, was in charge of checking all the VIP suites and amenities, and made sure to give the best experience at check-in and the whole stay.
- Maintained and made the adjustment to customer accounts having 100% customer satisfaction.
- Kept a meticulous and secure record of sensitive guest credit card and personal information.
- Providing exceptional services building loyal relations, solving problems making sure all the other departments resolve guest issues.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Input customer data into reservation systems and updated to reflect room changes.
- Responded to inquiries and room requests made online, by phone and via email.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Help guests settle into their new place helping with all the charges and walking guests to the entire building to make it feel like home.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Supervised daily operations of hotel front desk in absence of manager.
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities.
- Facilitated successful front desk operations for high-volume hotel.
- Coordinated with internal departments to handle wide range of guest needs.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Managed office supply.
- Training new employees.
Guest Service Agent
Hotel Normandie
Los Angeles, CA
08.2013 - 08.2015
- Ensuring guest satisfaction during the time of check-in and stay, until departure, is a priority.
- Responsible for checking in guests, making reservations, assisting with luggage, and creating an overall experience to remember.
- Servicing numerous guests and guest folios throughout the day.
- Responding to guests’ needs in a courteous and timely fashion.
- Processing payments for 3rd party guest reservations, and verifying 3rd party credit card numbers by calling their banker of choice.
- Welcomed large volume of guests and improved overall customer service.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Managed customer complaints and rectified issues to complete satisfaction.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Business Owner
Convenience Stores/Dry Cleaneres
Los Angeles/Seattle, CA/WA
02.1997 - 06.2012
Education
Real Estate Agent -
Firsttuesday The California Real Estate Educators
Los Angeles, CA06.2023
PMP PROJECT MANAGEMENT PROFESSIONAL -
AAA Institute
Los Angeles, CA07.2019
GED -
BELMONT HIGH SCHOOL.
Los Angeles, CA06.1993
Skills
- Exceptional interpersonal communication
- Client account management
- Effective leader
- Budget development
- Staff training/development
- Employment scheduling
- Consistently meet goals
- Efficient Multi-tasker
- Project management
- Project development
- Conflict resolution
- Customer Service-oriented
- MS Office Skills ( Word, Excel, PowerPoint )
- Human resources management
- Deadline-oriented
- Aptitude for learning new software and systems
- Attention to Detail
- Team Collaboration
- Information Processing
- Professional and Mature
- Flexible and Adaptable
- Inventory Assessment
- Problem-Solving
- Staff Supervision
- Creative Thinking
- POS
- Fair Housing Training
- Corporate Housing
Professional development
Fair Housing Training
Timeline
Field Assistant and Property Assistant
The maimon group
07.2023 - Current
Admi
GHP
12.2022 - 03.2023
Front Desk Agent
Sonder
12.2021 - 07.2022
Front Desk Agent
Level Furnished Living
09.2015 - 03.2020
Guest Service Agent
Hotel Normandie
08.2013 - 08.2015
Business Owner
Convenience Stores/Dry Cleaneres
02.1997 - 06.2012
Real Estate Agent -
Firsttuesday The California Real Estate Educators
PMP PROJECT MANAGEMENT PROFESSIONAL -
AAA Institute
GED -
BELMONT HIGH SCHOOL.
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