Estefani Robles

Accomplished professional with 10+ years of experience delivering effective and engaging client relation strategies within the hospitality and financial services sectors. Demonstrated ability to use strong interpersonal and communication skills to effectively meet and exceed client and external partner expectations. Recognized competence in applying critical thinking and problem-solving strategies to analyze and resolve process and product issues, while coordinating and collaborating with leaders and teammates.

Customer Service Rep Sr at PNC Bank, N.A. (2022-01 – Present)

Senior customer service representative providing banking support and resolving customer inquiries

• Resolved customer inquiries, delivering accurate information on products and services
• Provided timely solutions to customer complaints, ensuring high-quality service
• Promoted customer satisfaction by addressing issues with knowledgeable and friendly support
• Assisted customers in product selection, ordering, billing, returns, and technical support
• Collaborated with various departments to resolve complex problems effectively
• Recommended enhancements in products, services, and billing methods to management for future prevention
• Managed customer complaints by implementing effective resolution strategies
• Collaborated with team members to streamline communication processes
• Utilized banking software to track and manage service requests efficiently
• Answered customer inquiries and provided accurate information regarding products and services
• Provided excellent customer service to resolve customer complaints in a timely manner

Housekeeping Supervisor at Hamilton Hotel & Embassy Suites Georgetown (2019-06 – 2021-12)

Supervised housekeeping operations and ensured high cleanliness standards for guest satisfaction

• Motivated team members to enhance productivity and resolve on-the-job issues
• Supervised housekeeping staff to ensure high cleanliness standards
• Coordinated daily cleaning schedules and assignments for efficient workflow
• Inspected guest rooms and public areas for cleanliness and maintenance needs
• Addressed guest complaints promptly to maintain satisfaction levels
• Collaborated with management to improve housekeeping procedures and efficiency
• Responded to customer complaints and addressed special requests promptly
• Trained housekeepers on effective cleaning and maintenance protocols
• Oversaw daily operations, ensuring staff adhered to high standards

Front Desk Supervisor at Homewood Suites Convention Center (2016-08 – 2019-06)

Managed front desk operations and resolved customer inquiries and service requests

• Executed problem resolution strategies to enhance customer satisfaction with products and services
• Investigated and responded promptly to customer inquiries regarding products and issues
• Documented customer interactions accurately to streamline service request completion

Front Desk Manager at Hyatt Place White House (2014-05 – 2016-08)

Managed front desk operations including check-ins, checkouts, and guest services

• Demonstrated commitment to quality through effective customer and service partner communication
• Managed billing processes and maintained accurate financial records
• Supervised daily operations at the front desk including check-ins and checkouts, reservations
• Worked with room service, housekeeping, maintenance, and security to meet all guest needs
• Maintained important files, running reports, and delivering updates on occupancy and revenue
• Optimized office coverage by preparing work schedules based on staff availability and demand forecasts
• Evaluated employee performance and motivated staff to enhance productivity levels
• Identified ineffective workflow processes and implemented solutions for improved efficiency
• Rolled out branding strategies through effective training and leadership of daily operations
• Consistently met budget targets while maintaining quality standards through proactive team management

BootCamp Certification in Cyber Security – The University of Texas At Austin (2022-12 – 2023-06)

Highschool Diploma – Penn Foster (2013-07)