1. SHIELA CRUZ
1443 NE PARK DR, ISSAQUAH, WA 98029
C: 4252609274 | shiela121810@gmail.com
PROFESSIONAL SUMMARY
Motivated customer service specialist with over 7 years experience in a fast-paced,
team-based environment. Qualified Front Desk Coordinator with 4 years in fast-paced
customer service and call center environments. Personable and professional under
pressure. Organized and efficient, highly skilled in office administration, data
organization, proofreading and word processing. Retail Sales Associate with more than 2
years in the retail industry. Areas of expertise include sales, customer relations and
inventory management.
SKILLS
Customer-oriented Proficient in cash management
Trusted key holder Credit card processing
Exceptional communication skills Filing and data archiving
Quick learner Luxury guest services
Bookkeeping Inventory management systems
WORK HISTORY
SHANGRILA HOTEL
Front Desk Associate, Front Desk Supervisor | Boracay, Philippines | June 2005 - July 2011
Met all customer call guidelines including service levels, handle time and productivity.
Devised and published metrics to measure the organization's success in delivering world class
customer service.
Managed work flow to exceed quality service goals.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Updated customer orders from start to finish in an accurate and timely manner.
TRILOGY AT REDMOND RIDGE
Spa Front Desk/ Cafe Attendant | Redmond, WA | September 2011 - August 2012
Greeted customers entering the spa to ascertain what each customer wanted or needed.
Anticipated spa and salon guest concerns and addressed them immediately.
Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and
other equipment.
Made and served 80 café beverages per day with speed, quality and consistency.

2. SORELLA SALON & SPA
Front Desk Coordinator -Lead | Issaquah, WA | November 2014 - Current
Consistently followed all required protocols for scheduling salon & spa appointments.
Anticipated spa and salon guest concerns and addressed them immediately.
Greeted all guests in a warm and friendly manner to create a positive first impression of the salon.
Coordinated all aspects of guest services, including supply monitoring and facility maintenance.
Followed through with client requests in a timely manner.
Communicated with vendors regarding inventory needs.
Oversaw daily operations of purchasing department.
SNOQUALMIE CASINO
Cocktail Server | North Bend, WA | August 2012 - November 2014
Routinely checked identification of patrons purchasing alcoholic beverages.
Continually provided exceptional service to customers by being friendly, knowledgeable and
accommodating.
Maintained a consistent, regular attendance record.
Facilitated training for the new hires.
Voted Best of the Best Food & Beverage department in 2013.
Accurately recorded sales, made correct change and prepared charge slips for guests.
EDUCATION
BACHELOR OF SCIENCE Hotel & Institution Management
College of Saint Benilde
Manila, Philippines | 2005
Dean's List.