Carolyn Gonzales

Carolyn Gonzales 1111 35th Street North St. Petersburg FL-- SUMMARY High-energy Customer Service Agent skilled in conflict resolution through proactive communication. Listens actively to customer questions and resolves issues and disputes tactfully and effectively. Offers exceptional organizational, interpersonal and computer skills. Strong background in all aspects of customer service and support. Accustomed to working in fast-paced environments with success in effectively handling difficult client situations. SKILLS Travel Agency Background Passenger Service Agent Background Hospitality Expertise Safety-Oriented Skilled multi-tasker Adaptable Organized Fast learner Fluent in English Computer Literate ACCOMPLISHMENTS Received company commendations for delivery of exceptional customer service. Received thank you letters from customers regarding professionalism and great customer service. EDUCATION PATTS College of Aeronautics Bachelor of Science in Tourism Management Parañaque City, Philippines May 2011 Le Mise En Place Training Center for Hotels and Cruise Ship Services Pasay City, Philippines Trainee September 2012 PROFESSIONAL EXPERIENCE Marriott Suites Sandkey F&B Staff 1201 Gulf Blvd, Clearwater,Fl 33767 October 2015 - Present Comply with maintenance guidelines for the restaurant. Ensure quality service in the dining room and serve meals. Answer all questions about beverages and the food and is responsible in achieving guest satisfaction in every services we provide. JW Marriot Miami F&B- Room Service 1109 Brickell Ave, Miami, FL 33131 August 2013- March 2014 Accountable for preparing, delivering and servicing orders. In order to get this job, you need to have comprehensive knowledge of service time, menu, and specials. Responsible for organizing tables, picking / setting up trays, and delivering guests’ amenity. You need to ensure that orders are quickly and accurately delivered. Aviation Company Administrative Assistant Pasay City, Philippines January 2013- June 2013 Responsible for clerical and administrative duties. Answering telephones, assisting clients arranging meetings and travel and managing schedules.Entering data in the computer and answering emails. Preparing reports and maintaining appropriate filing systems. Philippine Airlines Passenger Service Agent Pasay City, Philippines October 2011-May 2012 Assists Passengers and make sure that passengers and their luggage safely board the right aircraft at the right time. Provide service to the passengers including check in procedures, dealing with passenger inquiries about flight departures and arrivals, providing boarding passes and luggage labels, helping passengers about luggage restrictions, weighing baggage and collecting any excess weight charges, and taking care of people with special needs, and unaccompanied children. Triplestar Travel and Tours, Leisure Escape Packages Travel Agent Makati City, Philippines October 2010-January 2011 Book transportation and hotel reservations, using computer terminal or telephone. Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers. Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations. Philippine Airlines Travel and Interline Division Pasay City, Philippines April 2010-May 2010 Compiles and computes freight and passenger charges payable to participating carriers on interline business: Examines waybills and ticket sales records to compute number of miles each carrier transported freight or passengers.Computes freight or passenger charges payable to each carrier, using basic rates from rate table and calculating machine.Records results of calculations on special forms.