Alexandra Majano Martinez
Hyattsville
Summary
Proficient in overseeing reservation operations, with a strong background in supervising staff and managing customer interactions. Developed training programs for new employees on reservation processes, enhancing team performance and service quality. Addressed customer complaints related to bookings promptly, ensuring compliance with company policies and maintaining high standards of customer satisfaction. Demonstrated effective communication skills by responding to inquiries via phone and email in a professional manner.
Guest-oriented reservation agent with advanced customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations. Friendly, organized and hardworking with strong computer skills.
Results-driven professional in sales leadership, known for high productivity and efficient task completion. Excel in team management, sales strategy development, and performance analysis. Possess strong communication, problem-solving, and decision-making skills that facilitate exceeding sales targets while fostering a collaborative team environment.
Overview
4
4
years of professional experience
Work History
Reservations Supervisor
Transdev
Hyattsville
06.2023 - Current
- Managed daily reservations and customer inquiries for transportation services.
- Supervised reservation agents to ensure efficient workflow and service quality.
- Trained staff on reservation systems and customer service protocols.
- Resolved customer complaints related to bookings and service issues.
- Maintained accurate records of reservations and cancellations in the system.
- Monitored trends in reservations to identify potential areas for improvement.
- Conducted regular staff meetings to discuss performance goals and objectives.
- Responded promptly to emails or phone inquiries about reservations.
- Maintained records of all bookings and cancellations in the system.
- Ensured compliance with company policies and procedures regarding reservations.
- Assisted with training new employees on the reservation process.
Front Desk Receptionist
MGM National Harbor
Oxon Hill
12.2021 - 06.2023
- Greeted guests warmly and professionally at the front desk.
- Managed incoming calls and directed them to appropriate departments.
- Scheduled reservations and coordinated guest check-ins efficiently.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Responded to inquiries and room requests made online, by phone, and via email.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
Education
High School Diploma -
High Point High School
Beltsville, MD06-2023
Some College (No Degree) - Nursing
Prince George's Community College
Upper Marlboro, MDSkills
- Reservation systems
- Customer service
- Data entry accuracy
- Workflow management
- Team collaboration
- Staff training and development
- Reservation software proficiency
- Reservation software
- Sales
- Call control
- Production leadership
- Sensitive information handling
- Project management
- Departmental support
- Fluent in Spanish and English
Languages
Spanish
Native/ Bilingual
Timeline
Reservations Supervisor
Transdev
06.2023 - Current
Front Desk Receptionist
MGM National Harbor
12.2021 - 06.2023
High School Diploma -
High Point High School
Some College (No Degree) - Nursing
Prince George's Community College