Amanda Rina
Orlando,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
10
10
years of professional experience
Work History
Supervisor, Process Improvement
Universal Orlando Resorts
05.2021 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handle customer complaints, resolve issues and adjust policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Monitored call quality and provide individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversee employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Year over Year increase in Team Member Satisfaction and engagement.
- Decreased financial impact by 3% year over year by coaching and training new and senior team members.
- Team met or exceeded goals set for Aux 9, Adherence and handle time.
Guest Support Services
Universal Orlando Resorts
08.2018 - 05.2021
- Bravo Award Winner for the Month of August 2019.
- Part of the 2020 Winning NSCA All-Star Service Team.
- Assist team members with the Guest Contact Center with resolution of system and reservation related challenges including; UPRV, Annual Pass, Flex Pay, Online Ticket Store, UTST and USH.
- Troubleshoot technical problems and partner with appropriate Universal IT, Accounting/Finance, GCC Fulfillment and other UO teams to resolve issues.
- Document all calls to support improvement in Guest Service and training.
- Provide assistance to other GCC skills to maintain service levels when needed.
- Maintain GCC standards for quality and productivity.
- Preform special projects in support of the Leadership team and other duties as assigned.
Sales Counselor
Universal Orlando Resorts
07.2015 - 09.2018
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Reached over $1 million in sales in 2016, 2017, 2018.
- Member of the Travel Agent Startup Team.
- Attended additional training sessions to increase product knowledge and productivity.
Community Association Manager
ICON Management
01.2014 - 05.2015
- Enforced compliance with community regulations and guidelines.
- Addressed and quickly resolved resident complaints with speedy and knowledgeable support.
- Secured pool and fitness facility maintenance, landscaping and waste removal.
- Developed and adhered to community budgetary restrictions in collaboration with board of directors.
- Kept properties in compliance with local, state and federal regulations.
- Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Approved regular payroll submissions for employees.
- Directed staff and managed annual capital budget.
- Communicated daily with vendors to keep project fully operational.
- Obtained building and specialty permits from local jurisdictional agencies.
- Processed vendor payments, invoices and account statements.
Education
Associate of Science - Recording Engineering
Full Sail University
Winter Park, FL10.2020
Skills
- Priority management
- Negotiation
- Operations management
- Staff Management
- Organization and Time Management
- Multitasking Abilities
- Critical Thinking
- Recruitment and Hiring
- Regulatory Compliance
Timeline
Supervisor, Process Improvement
Universal Orlando Resorts
05.2021 - Current
Guest Support Services
Universal Orlando Resorts
08.2018 - 05.2021
Sales Counselor
Universal Orlando Resorts
07.2015 - 09.2018
Community Association Manager
ICON Management
01.2014 - 05.2015
Associate of Science - Recording Engineering
Full Sail University