Alma Martin
Kissimmee,FL
Summary
Dynamic resort trainer with a proven track record in employee training and operational oversight. Expertise in conflict resolution and customer service, enhancing team performance and guest satisfaction. Dedicated trainer with a strong background in customer service and operational coordination. Proven ability to enhance onboarding processes and adapt training methods to meet diverse team needs.
Overview
2027
2027
years of professional experience
Work History
Resort trainer
Universal Orlando Resorts
Orlando , FL
08.2025 - Current
- Led large group training sessions, ensuring efficient use of time while maintaining engagement.
- Conducted training sessions on customer service standards and safety protocols.
- Supported onboarding programs for new resort employees, enhancing their integration into the team.
- Adapted teaching methods to meet individual and group learning needs.
- Partnered with food and beverage departments to update and deliver relevant training materials.
Sr Barista Cash Coordinator
Starbucks, Universal Orlando Resorts
Orlando, FL
2021 - Current
- Crafted high-quality beverages that enhanced customer satisfaction and loyalty.
- Delivered exceptional customer service to enhance guest experiences at Universal Orlando.
- Trained new baristas on equipment operation and beverage preparation techniques.
- Coached baristas in real-time to uphold quality standards during seasonal promotions.
- Resolved customer conflicts professionally while maintaining an upbeat demeanor.
- Maintained composure during high-volume periods and special events.
- Balanced tills and conducted cash audits to ensure accuracy.
Team Captain
Break-Away Cafe, Universal Orlando Resorts
Orlando, FL
04.2019 - 2021
- Coordinated shift schedules to enhance staff coverage and ensure smooth operations.
- Resolved customer complaints promptly to maintain service quality.
- Troubleshot issues and delegated tasks to team members to efficiently resolve challenges.
- Facilitated communication between team and management to align goals and address concerns.
- Coordinated daily tasks to maintain workflow and productivity.
- Monitored food safety and cleanliness standards in the café environment.
- Managed inventory levels and placed orders for necessary supplies.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
Trainer
Cold Stone Creamery, Universal Orlando Resort
Orlando , FL
06.2016 - 03.2019
- Trained new employees on customer service standards and product knowledge.
- Delivered constructive feedback to improve trainee motivation and performance.
- Coordinated onboarding processes to ensure smooth transitions for new hires.
- Completed daily preparation tasks on schedule to support training objectives.
Education
High School Diploma -
Osceola High School
Kissimmee, FL05-2017
Skills
- Training and onboarding
- Leadership development
- Operational coordination
- Cash handling and auditing
- Food safety compliance
- Team communication
Timeline
Resort trainer
Universal Orlando Resorts
08.2025 - Current
Team Captain
Break-Away Cafe, Universal Orlando Resorts
04.2019 - 2021
Trainer
Cold Stone Creamery, Universal Orlando Resort
06.2016 - 03.2019
Sr Barista Cash Coordinator
Starbucks, Universal Orlando Resorts
2021 - Current
High School Diploma -
Osceola High School