ZILA E.

SERNA

506 Manistee Avenue, Calumet City, IL 60409 | Alizvr@yahoo.com | Cell: 708-629-8659

Seeking a Customer Service Management or Operations opportunity

SKILLS Dedicated Front Desk Supervisor with 4+ years of supervisory experience and 6+ years of customer service training Consistently achieving high customer satisfaction rankings, improving sales and motivating team to excel in service Fluent in Spanish Proficient in Microsoft Office (Word, Excel, PowerPoint), LightSpeed, Galaxy, HSI Excellent communication; Handle guest issues and complaints effectively Experience with sales, event pricing and budget management

EDUCATION Purdue University, Hammond, IN

Bachelor of Science in Hospitality and Tourism Management; Expected Graduation Date: December 2014 Associate of Arts in Spanish; Graduated: December 2010
Achievements: Recipient, White Lodging Future Leaders Scholarship (2013-2014) Recipient, National Honor Society, Purdue University Calumet (2008-2010) PROFESSIONAL EXPERIENCE W Hotel City Center- Chicago, IL (09/2013-Present)

Welcome Desk Supervisor

Complete night audit, verify rewards card usage and make deposit Provide exceptional service; answer guest questions and ensure excellent stay experience Collaborate closely with Events Director to ensure guests, rooms and all provisions/necessities are ordered and ready the day of the event Supervise call center and front office employees Ensure employees arrive on time and follow W Hotel brand standards Promoted from Welcome Desk Agent after one week Ameristar Casino & Hotel- East Chicago, IN (12/11-09/13)

Lead Guest Service Agent/Supervisor (01/13 to 09/13) Guest Service Agent (12/11 to 01/13)

Supervised up to 10 employees including bellhop and front desk Created training manual for night audit Acted as supervisor for housekeeping in Housekeeping Supervisors absence Trained new guest service agents, managers and supervisors Meet department goals and objectives along with balancing accounts on a nightly basis Interacted with guests in a friendly and efficient matter Perform bookkeeping activities, such as balancing accounts and conducting nightly audits Answered inquiries pertaining to hotel services, guest registration, and travel directions Made recommendations regarding shopping, dining, or entertainment Greeted, registered, and assigned rooms to guests of hotel Verify customers' credit, and establish how the customer will pay for the accommodation FOTO 1 Digital Pictures, Calumet City, IL (7/08 to 8/11)

Photographer, Graphic Designer and Customer Service Agent

Created designs, concepts, and sample layouts with use of Photoshop and other editing software Reconciled cash drawer at the beginning and end of each shift and managed budget/inventory Greeted customers entering establishments and resolving any guest concerns

Act as manager during weekend shift and when needed