Stephanie Gonzales
North Little Rock
Summary
An experienced and customer-focused hospitality professional with a strong background in guest services and Apartment Management. Seeking a challenging role that allows me to utilize my strong attention to detail and apply my extensive knowledge and skills in a challenging and rewarding role.
Overview
27
27
years of professional experience
Work History
Community Director
Lindsey Management
North Little Rock, Arkansas
01.2011 - Current
- Oversaw the lease enforcement process by approving prospective resident applications, renewal of leases, conducted periodic apartment inspections, followed proper notice requirements, resident evictions, collected late fees and other charges as allowable and stated in the terms of the lease agreement.
- Handled resident retention by responding to complaints, questions, and requests in a timely manner, and taking appropriate action to resolve and address service issues.
- Ensured rent and fees are collected and posted in a timely manner, made financial bank deposits, and prepared daily business reports.
- Approved invoices from vendors and service providers, ensured validity of certificates of insurance and managed communication between the vendor, accounting, and the owner as needed.
- Controlled expenditures by staying within the constraints of the approved monthly budget.
- Analyzed and incorporated current market and economic trends that may impact the property and implemented short- and long-range marketing and leasing strategies to achieve the property’s occupancy and revenue goals.
- Conducted regular property inspections and took appropriate actions to ensure that the physical aspects of the property grounds, buildings, and amenities met the standards for safety, cleanliness, and general appeal.
- Supervised property staff by interviewing, hiring, orienting, and training employees, and managed their performance in accordance with Company policies, values, and business practices.
Customer Service Manager
Walmart
Hondo, Texas
01.2010 - 10.2010
- Operated equipment such as cash registers, smart devices and digital applications needed to process Customer purchases different payment types.
- Cash handling for all cashier and self-checkout registers in need of change or overrides.
- Closed out registers nightly and completed proper reports for the Accounting Department.
- Handled claims and returns, zoned the areas of the registers and Customer Service Department, arranged and organized merchandise/supplies, identified shrink and damages.
Call Center Customer Service Representative
World Savings Bank
San Antonio, Texas
01.2005 - 11.2009
- Answered incoming calls and assisted customers with questions and concerns related to their checking/savings accounts and CDs.
- Presented options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
- De-escalated situations involving dissatisfied customers, offering patient assistance and support.
- Guided Customers through troubleshooting, navigating the company website/mobile app and information on CD rates and accounts.
- Crosstrained in the cards and home mortgage departments to gain further knowledge on how to better help our customers.
Security Officer
Hyatt Regency Hill Country Resort & Spa
San Antonio, Texas
12.2000 - 12.2004
- Patrolled all public space including meeting rooms, entrances and exits lobby and corridors.
- Monitored surveillance cameras and checked areas for unauthorized persons or vehicles, interviewed guests and employees to detect infringements, investigated disturbances, complaints, thefts, vandalism, etc. and filed any necessary reports.
- Patrolled public areas to detect fires, unsafe conditions and damaged or inoperative safety equipment. Removed room service trays from corridors and other equipment which could endanger guests or employees.
Concierge
Hyatt Regency Hill Country Resort & Spa
San Antonio, Texas
02.1999 - 12.2000
- Greeted guests and provided excellent customer service.
- Assisted guests with daily itinerary and driving directions to local attractions and restaurants.
- Confirmed restaurant and car rental reservations during their stay.
- Maintained high ethical standards and professionalism.
Education
Northwest Vista College
San Antonio, TXSkills
- Tenant relations
- Problem-solving
- Customer service
- Time management
- Attention to detail
- Reliability
- Excellent communication
- Critical thinking
Timeline
Community Director
Lindsey Management
01.2011 - Current
Customer Service Manager
Walmart
01.2010 - 10.2010
Call Center Customer Service Representative
World Savings Bank
01.2005 - 11.2009
Security Officer
Hyatt Regency Hill Country Resort & Spa
12.2000 - 12.2004
Concierge
Hyatt Regency Hill Country Resort & Spa
02.1999 - 12.2000
Northwest Vista College
Awards
Outstanding Service Award
President's Award
Executive Suites Award of Excellence
Company First Award