Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Karla M. Feliciano Pantojas

Carolina

Summary

I aim to further my professional growth within the workforce while actively seeking opportunities to expand my knowledge for personal development.

Overview

12
12
years of professional experience

Work History

Front Desk Representative

Hotel Casablanca
03.2022 - Current
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Collected room deposits, fees, and payments.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

Senior Agent

LinkActiv-Call Center
01.2019 - 01.2020
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.
  • Resolved caller issues quickly and thoroughly.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.

Waitress

Billy’s Bistro, San Juan Airport Hotel
01.2016 - 01.2018
  • Greeted new customers, discussed specials, and took drink orders.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.

Hostess

Courtyard Marriott de Isla Verde
01.2013 - 01.2014
  • Greeted customers warmly upon arrival and provided a friendly and warm presence throughout the dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Worked with front-of-house staff to move tables and adjust seating to accommodate groups with special requests.

Customer Service

Forever 21
01.2012 - 01.2012
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.

Education

UPR
Recinto De Río Piedras
2016

High School Diploma -

Escuela Superior Ramón Vilá Mayo Río
Río Piedras, PR
05.2009

Skills

  • I possess strong proficiency in office work, excel in computer skills, and excel in information management I am adept at handling highly confidential tasks with a high degree of responsibility and discipline I am skilled in multitasking, an attentive listener, and an effective problem solver, always striving to identify and deliver the optimal solutions when challenges arise"

Languages

Spanish
Native language
English
Proficient
C2

Timeline

Front Desk Representative

Hotel Casablanca
03.2022 - Current

Senior Agent

LinkActiv-Call Center
01.2019 - 01.2020

Waitress

Billy’s Bistro, San Juan Airport Hotel
01.2016 - 01.2018

Hostess

Courtyard Marriott de Isla Verde
01.2013 - 01.2014

Customer Service

Forever 21
01.2012 - 01.2012

UPR

High School Diploma -

Escuela Superior Ramón Vilá Mayo Río

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Karla M. Feliciano Pantojas