Summary
Overview
Work History
Education
Skills
Timeline
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Carlos Adrian Rangel Alor

Night Auditor
San Nicolás de los Garza

Summary

Dynamic professional with extensive experience at NH Hotels, excelling in front desk operations and guest services. Proven ability to enhance customer satisfaction through effective problem-solving and interpersonal skills. Skilled in generating night audit reports and training team members, contributing to improved operational efficiency and service quality.

Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.

Experienced with legal research, document drafting, and case preparation. Utilizes strong analytical skills to support attorneys in various legal tasks. Knowledge of legal documentation processes and effective communication with team members.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Night Auditor

NH Hotels
03.2024 - Current
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Generated and printed daily financial reports to track hotel performance.
  • Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
  • Established rapport with regular clientele by providing personalized service tailored to individual preferences.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
  • Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
  • Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
  • Implemented guest feedback system for nighttime services, gathering valuable insights for service enhancements.
  • Enhanced guest satisfaction by providing efficient check-in and check-out services.
  • Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
  • Updated guest accounts and processed payments accurately, safeguarding financial integrity.
  • Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
  • Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

Call Agent

Alorica
06.2023 - 10.2023
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
  • Maintained high call quality standards by adhering to company guidelines and protocols.
  • Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
  • Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
  • Retained customers by providing exceptional service, preventing potential cancellations or account closures.
  • Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
  • Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
  • Boosted sales by offering tailored recommendations based on customer needs and preferences.
  • Streamlined call handling procedures to minimize customer wait times and optimize service quality.
  • Adapted quickly to new software updates and technologies to remain efficient in handling customer queries.
  • Boosted customer retention rates through attentive service and deep understanding of customer needs.
  • Established reputation for patience and empathy, even during challenging customer interactions.
  • Improved resolution rates on first contact, using comprehensive troubleshooting guides.
  • Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
  • Placed orders, located products and services and troubleshot issues to meet customer needs.
  • Monitored call volume, call length and other related metrics and consistently met objectives.

Legal Intern

TONY TIENDAS
02.2021 - 03.2022
  • Attended court hearings, developing a deeper understanding of trial procedures and advocacy strategies.
  • Performed legal and general research, drafting memoranda, and correspondence.
  • Sorted legal documents, filing and case materials in clear, orderly systems.
  • Managed case files efficiently, ensuring easy accessibility for attorneys when needed.
  • Supported the legal team in document review processes, identifying critical information pertinent to ongoing cases.
  • Reviewed legal information and proofed documentation for errors.
  • Organized legal filing system to maximize efficiency.
  • Shadowed experienced lawyers during client meetings, gaining valuable insight into attorney-client relationships and effective communication techniques.
  • Proofread legal documents before submission to courts or opposing counsel; reducing errors that could potentially harm our clients'' interests.
  • Drafted and reviewed contracts, ensuring accuracy and compliance with relevant laws.
  • Analyzed statutes and regulations relevant to specific cases; providing additional context necessary for successful arguments.
  • Assisted attorneys in preparing for trials, contributing to successful case outcomes.
  • Implemented case tracking system that improved monitoring of case progress and deadlines, reducing instances of missed deadlines.
  • Reviewed, edited and proofread litigation for proper grammar, spelling and punctuation.

Education

University Degree - Law

Tec Milenio
Boca Del Rio, Veracruz, Mexico
05.2001 -

Skills

Front desk operations

Night audit reports

Multitasking and organization

Guest services

Teamwork and collaboration

Training and mentoring

Customer service

Problem-solving skills

Call center experience

Customer communications

Interpersonal skills

Resolving issues

Legal research

Legal documentation

Legal writing

Case analysis

Contract drafting

Document review

Corporate law

Timeline

Night Auditor

NH Hotels
03.2024 - Current

Call Agent

Alorica
06.2023 - 10.2023

Legal Intern

TONY TIENDAS
02.2021 - 03.2022

University Degree - Law

Tec Milenio
05.2001 -

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Carlos Adrian Rangel AlorNight Auditor