Serena Umada

Professional, friendly, organized and customer service professional with experience in hospitality, front desk support, and retail service. Skilled in greeting guests, handling customer inquiries, managing records, and maintaining a welcoming environment. Known for reliability, professionalism, and strong communication skills. Seeking to bring excellent customer service and strong work ethic as a Front Desk Representative.

Front Desk Receptionist - El Capitan Hotel

(2024-01)

• Greeted guests warmly and provided professional front desk support
• Assisted with check-ins, check-outs, reservations, and guest requests
• Answered phone calls and to questions in a timely manner
• Maintained guest records, files, and daily reports
• Resolved customer concerns while providing excellent service
• Kept front desk and lobby area clean, organized, and welcoming

Night Audit - Best Western

(2021-01 - 2024-12)

• Completed nightly audit procedures, ensuring accuracy of financial reports and transactions
• Provided overnight guest service, handling check-ins, requests, and issue resolution
• Maintained detailed records and ensured compliance with hotel policies and procedures
• Supported front desk operations while maintaining a safe and secure environment

Call Center Representative - Covered California

(2017-01 - 2018-12)

• Delivered high-level customer service through phone support and problem resolution
• Handled high-volume calls while maintaining professionalism and efficiency
• Verified customer information and entered accurate records into systems
• Resolved issues quickly and clearly communicated next steps to clients

Human Services - Merced College (2019-01 - 2023-12)