Mario Gomez

Dynamic Customer Service Leader with over 10 years of experience providing exceptional service and driving customer satisfaction across various industries, including telecommunications and hospitality. Proven success in team management, process optimization, and sales support, with a demonstrated ability to increase customer retention and improve operational efficiency. Skilled in coaching high-performing teams, data analysis, and customer relationship management.

Seeking to leverage leadership and strategic decision-making skills in a management role to drive long-term business success and enhance customer experience.

Front Desk at Four Points by Sheraton (2025-03 – Present)

• Processed payments, handled invoices, and provided clear billing explanations, maintaining accuracy and transparency.
• Manage high-volume guest check-in and check-out process with accuracy and efficiency.
• Coordinate and process reservations via phone and email, maintaining detailed and accurate booking records.
• Respond promptly to guest service tickets and inquiries, resolving concerns to maintain high guest satisfaction scores.
• Support the General Manager with administrative task, including group block management and coordination of group reservations.
• Collaborate closely with housekeeping by updating and monitoring room status boards (vacant/dirty/ready) to optimize room availability and operational efficiency.
• Maintain professionalism and composure in a fast-paced hospitality environment.

Front Desk at Marriott Residence Inn (2024-12 – 2025-02)

• Delivered exceptional guest service by ensuring efficient check-in/check-out processes, consistently contributing to high guest satisfaction scores.
• Managed reservations and modifications using Marriott's property management system, achieving a 99% booking accuracy rate.
• Resolved guest issues promptly, resulting in a 15% improvement in guest retention and loyalty.
• Processed payments, handled invoices, and provided clear billing explanations, maintaining accuracy and transparency.
• Collaborated with housekeeping and maintenance teams to ensure guest rooms were prepared according to preferences, boosting overall customer satisfaction by 10%.
• Upsold hotel amenities, resulting in an additional 10% increase in ancillary revenue.
• Managed daily front desk operations, including phone inquiries and guest records, ensuring smooth communication across departments.

CallCenter Supervisor at T-Mobile (2022-02 – 2024-10)

• Supervised a team of 30 customer service representatives, providing coaching and performance feedback that resulted in a 20% increase in team productivity and a 15% reduction in customer complaints.
• Led continuous training programs, improving team knowledge in troubleshooting and product offerings, resulting in a 12% increase in first-call resolution rates.
• Managed daily operations to ensure optimum staffing levels and peak performance during high-demand times, improving response time by 25%.
• Handled escalated customer concerns, ensuring effective issue resolution while maintaining T-Mobile's customer service standards.
• Analyzed customer feedback and key performance metrics to identify areas for improvement, leading to a 10% increase in overall customer satisfaction scores.
• Fostered a positive, motivated work environment through team-building activities and recognition programs, reducing employee turnover by 18%.

business education