Giovanna Duque

Giovanna Duque


A high talented customer service professional with experience working in fast pace environments, demanding strong organization, technical and interpersonal skills. Trustworthy, ethical and discreet, committed to customer satisfaction, confident in interaction with individuals of all levels. Detail-Oriented and resourceful in completing all job duties; able to multitask effectively.



Customer Service Rep.

  • Customer service experience 8+ years.
  • Management experience 5+ years. 
  • Languages: fluent in English, Spanish.
  •  First-aid, CPR and Alcohol Certified.
  • Ability to help people with special needs such as children and disabled guest.
  • Troubleshooting and Problem solving.
  • Mircos Opera , Fosse PMS, MSI WinPM operation systems. 
  • Typing: 70 wpm


Jan 2004 - Jun 2008

HS Diploma

Felix Varela SH

Educated in World's History, Science, Mathematics, Arts, Computers, Languages Learn English, Spanish, Japanese, Navy NJROTC, CDE work experience Program.

Work History

Work History
Jun 2012 - Present

Front Desk Agent/ Night Auditor

Crowne Plaza Houston
  • Greeting guest within 5 steps of entering the hotel lobby. 
  • If assigned morning shift, count Front desk Register and British Airlines Host Register, "must be in balance".
  • Usage of "Micros Opera System" PMS, OXI.
  • Assign room and upgrades to all IHG Members as well as British Airlines Crew members, Print registration cards, pre key and ready for  immediate check in.
  • Answer phone calls, book reservations and respond to emails.
  • Check in and out guest, verifying method of payment as well as satisfaction in our property. 
  • Resolve customer complaints via phone, email, mail, or social media, providing quick solutions.  
  • If assigned the Night Audit shift, 
  • Close all  PM, PI accounts with "OXI System".Start the New Day at 3 a.m.
  • Maintain working area clean and organize at all times. 
Jan 2010 - Jan 2012


C&C Global Marketing Inc.
  • Invite customers to the kiosk, provide information, demonstrate features of the product for sale.
  • Daily check up to maintain clean and in working conditions the equipment provided for the presentations.
  • Lead a small team of 2 daily people in order to complete the daily duties.
  • Answer questions about the products, discuss pricing tiers with customers, recommend product improvements.
  • Give out AT&T flyers outside retail store.
  • Promote any events, establish a kiosk outside the "Sun Life Miami Football Stadium"  to attract new clients, free gaining and gift bags with products samples. 
Jan 2009 - Jan 2010

Front Desk/ Restaurant Waitress

Courtyard By Mariott

  • Greeting guest within 10 seconds of entering the hotel lobby.  
  • Count Front desk Register "must be in balance".
  • Usage of "Fosse PMS System". 
  • Answer phone calls, book reservations and respond to emails.
  • Print registration cards and pre-key all "Marriott Members" for express check in. 
  • Check in and out guest, verifying method of payment as well as satisfaction in our property. 
  • Communicate with the shuttle driver for pick ups or drop offs at the airport.
  • Answering questions, resolve customer complaints via phone, or email, providing quick solutions.
  • Restaurant shift, prepare breakfast area before 6 a.m.
  • Write patrons' food orders, enter orders into computer for transmittal to kitchen staff.
  • Check with customers to ensure that they are enjoying their meals and take action to correct any problems. 
  • Check patrons' identification ensuring that they meet minimum age requirements for consumption of alcoholic beverages. 
Jan 2008 - Jan 2009

Front Desk

Hyatt Summerfield and Suites

Job Duties included answering phone calls, booking reservations, responding to the emails and electronic reservations, greeting guest upon entry to the hotel, check in and out guest, answering questions, and providing any necessary service to ensure a customer's satisfaction. 

Jan 2007 - Jan 2009

Sales Associate

NY & Company Store

Greeting customer upon entry of the store, responsible for attending to customers needs, ring up sales on the point-of-sale cash register, handling various forms of payments and processes refunds, exchanges, gift certificates and credit slips, hold items for customers upon request, also helping in the changing rooms, display racks and finally must maintain the sales floor and store tidy.