Carmina Lopez Email and Phone Number

Provided exceptional customer service by managing and resolving client inquiries, policy adjustments, and claims, resulting in a 20% increase in customer satisfaction scores.Expertly analyzed client needs and recommended appropriate insurance products, contributing to a 15% growth in new policy sales and enhancing overall portfolio performance.Streamlined account management processes by implementing new software tools, improving efficiency by 25% and reducing processing time for policy changes and claims.

Successfully managed and optimized operations for multiple Airbnb properties,achieving Superhost status with a 4.95 rating by ensuring exceptional guestexperiences.Served as the primary point of contact for clients, contractors, and government agencies,maintaining strong communication channels to ensure project success and compliance. Coordinated and managed all administrative tasks, including scheduling,correspondence, and financial reconciliations, resulting in improved operationalefficiency.Streamlined guest communication processes, leading to a significant reduction inresponse time and increased guest satisfaction.

15-week apprenticeship with 200+ hours of digital marketing training including Excel, SEO, SEM, PaidSearch, and Paid Social.Navigated Google Ads platform to ensure quality advertisements using Google Analytics to track and report website traffic.Utilized Microsoft Excel tools including pivot tables and VLOOKUP to read, organize and create story-telling data.

Led a team to achieve a 10% increase in net profit by implementing customer successstrategies focused on product education and upselling opportunities.Managed relationships with key business accounts, providing tailored solutions andensuring long-term client retention. Enhanced customer satisfaction scores by 20% through the development and executionof a customer success action plan, improving overall service delivery.Provided training and support to team members, fostering a collaborative and high-performance work environment.

Spearheaded the successful opening of the Surety Hotel, leading the guest servicesteam in delivering exceptional customer experiences.Developed and implemented a comprehensive onboarding and training program for newhires, resulting in a 75% increase in employee satisfaction and a 15% improvement inguest satisfaction.Adapted to dynamic staffing needs during the COVID-19 pandemic, efficiently managingmultiple roles to ensure continuous service quality.

Rotated through Food and Beverage, Sales, Housekeeping and Front Desk Departments. Housekeeping• Interpreted OnQ Housekeeping and Front Desk reports• Conducted 25-30 daily guest room and public area inspections• Assisted 15 room attendants with supplies and equipment in order to provide an effective work environment • Lead morning stand up meetings along with manager• Closed the housekeeping office and shared closing reports with the front desk• Developed an incentive program for team member appreciation to raise SALT scores in cleanliness of hotel rooms Front Office• Gained knowledge of OnQ Property Management System and assisted with check in/check out processes• Learned hotels’ services and their functions for FPG upselling program to guests Food and Beverage• Supervised morning and afternoon restaurant shift and cleanliness of the restaurant• Gained proficiency in the Point-of -Sale System. Sales• Took over sales coordinator duties: logged checks and delivered them to accounting, made OnQ reservations for senior sales manager. • Received and sent hotel gift certificates to hotel partners for holiday season.• Attended and set up a booth for a 500 people show blitz event showcasing the hotels’ services

Initiated and maintained regular contact with 70 residents throughout the year in order to develop positive relationships.Demonstrated respect for all students, inclusive of all races, ages, ethnicities, genders, sexual orientations, religions, abilities, etc.Proactively and reactively assisted students in mediating conflicts. Encouraged civic involvement and served as a resource for the community. Attended in staff meetings, development programs, and leadership training events

Led morning stand up meetings along with housekeeping manager.Assisted a team of 30 team members with their job functions in order to ensure guest satisfaction.Supervised guest rooms, public areas, and pool/spa daily maintenance and sanitation operations.Inspected up to 50 rooms on a daily basis.Closed housekeeping office for the day and ensured hotel policy was followed with lost/stolen items.

Rearrange merchandise to promote sales.Good verbal communication with guests and colleagues.Enter new merchandise into POS system.

Collaborated with directors of Events, Sales, Human Resources, Front Desk, Housekeeping, Food & Beverage, and Golf to oversee and execute departmental responsibilities.Helped inspect up to 100 rooms and led team of 30 housekeepers.Performed sales blitz and cold calling of 100 major companies to promote hotel offerings. Helped set up 5 events for 300-600 guests and followed banquet event orders.

Utilized Spanish and English speaking skills including translation for guests and menusCompleted check out and check in procedures for approximately 40 guests on a daily basisMaintained respectful interactions with team members

Attention to food detail/service quality and food safety.Cut, weight and pack food to be delivered to 10 university convenience stores

Summer job

Kept restaurant clean and followed guidelines and procedures.Assisted servers as needed.Provided exceptional service by greeting and serving customers in a timely, friendly manner.Cooperated with peers efficiently to complete tasks.