C. Westerband
San Juan
Overview
10
10
years of professional experience
Work History
Contact Representative - Collections
IRS - ACS
San Juan
06.2024 - Current
- Collaborate with taxpayers, tax representatives, and third parties to facilitate tax resolutions and develop payment plans, analyze and resolve diverse tax-related problems efficiently, adjust accounts accurately to reflect changes, and ensure compliance with tax regulations
- Apply tax code effectively while addressing various taxpayer issues, communicate clearly and effectively to guide clients through complex tax situations, assess taxpayer needs, and recommend appropriate solutions tailored to individual circumstances
- Investigate account discrepancies, implement corrective measures, and educate taxpayers on their rights and available options regarding tax matters
Operations Manager, Esthetician, Fitness Instructor
Trilogy Spa Holdings
San Juan
04.2017 - 04.2024
- Collaborated closely with Leadership to communicate & deliver Luxury Hospitality objectives, policies, and procedures
- Ensure compliance with Industry standards
- Navigated all three departments: Spa, Retail & Fitness Center, create and launch fitness activities, order retail and merchandising of retail areas, and order and maintain professional Spa inventory
- Conduct interviews, onboarding, and new hire training while periodically reviewing existing team members
- Led and participated actively in front desk operations, spa, wellness, and promotional activities
- Pursued continued education to stay updated on current wellness trends, provided facial treatments for VIP guests, and led fitness classes during large events or promotional activities
- Furthermore, I participated in filming and photography sessions to promote our services
- By participating in local events and networking opportunities, I successfully enhanced our brand presence and attracted new clientele to our spa
Team Lead
Bliss Spa
Manhattan
10.2016 - 03.2017
- Led spa operations to effectively communicate and implement spa objectives, policies, and procedures, ensuring alignment with overall brand standards
- Actively engaged at the front desk, delivering exceptional guest service and maintaining high standards of hospitality
- Managed membership programs, overseeing the registration process, renewals, and member relations to enhance customer loyalty
- Oversaw cash handling procedures, including managing the cash register and safe, ensuring accuracy and security in financial transactions
- Fostered positive guest relations by addressing inquiries and resolving issues promptly
Spa/Fitness Concierge & Spa Boutique Retail Attendant
The Spa at Condado Vanderbilt
San Juan
11.2014 - 09.2016
- Respond to incoming calls, transfer them as needed, and record messages accurately
- Welcomed and assisted customers entering the spa & fitness center
- Managed transactions at the cash register
- Scheduled appointments and managed administrative duties
- Promoted retail products and enhanced sales through add-ons, upselling, and cross-selling strategies
- Conducted monthly inventory of retail and stockroom areas for Spa Boutiques
- Sampled and tested potential vendors for new retail items
- Acting supervisor in absence of Team Leadership
- Collaborated in the grand reopening of the Condado Vanderbilt Hotel
- Nominated multiple times for Employee of the Quarter (Finalist)
- Actively participated in the opening of the first Spa and Retail boutique on the property
- Multiple positive Secret Shopper reviews
Education
Personal Trainer -
NASM
Gilbert, AZ01.2025
Professional Esthetician -
Caribbean University
Bayamon, PR08.2017
BA - Business Administration, Marketing Major
University Of Puerto Rico
Bayamon, PR12.2011
Skills
- Service-Oriented Communication
- Effective Call Flow Techniques
- Holistic Wellness
- Team Collaboration Management
- Inventory
- Purchasing
- Office Administration
- Account management
- Quality control
- Brand representation
Projects
The Spa at El Conquistador Resort, Assisted with the setup, cleaning, and organization of a temporary spa location. Responsibilities included training the front desk staff in operational procedures and customer service standards, reviewing the esthetician products, and providing training on product knowledge and facial protocols. Adjusted the training protocols as needed for each location. Trilogy Unicorn Program, Invited to a training program designed for multi-talented team members, held in Las Vegas, NV, to prepare participants for training new locations internationally.
Awards
Trilogy Unicorn
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Contact Representative - Collections
IRS - ACS
06.2024 - Current
Operations Manager, Esthetician, Fitness Instructor
Trilogy Spa Holdings
04.2017 - 04.2024
Team Lead
Bliss Spa
10.2016 - 03.2017
Spa/Fitness Concierge & Spa Boutique Retail Attendant
The Spa at Condado Vanderbilt
11.2014 - 09.2016
Personal Trainer -
NASM
Professional Esthetician -
Caribbean University
BA - Business Administration, Marketing Major
University Of Puerto Rico