Annette Santiago
Ocala,FL
Summary
Dynamic Customer Support Specialist with a proven track record at Walt Disney World Resort, excelling in problem-solving and complaint handling. Enhanced guest satisfaction through effective lost and found operations and strong relationship management, resulting in increased positive feedback. Committed to delivering exceptional service with empathy and efficiency.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist/ Lost and Found
Disney's Old Key West Resort
06.2021 - 02.2025
- Delivered exceptional customer service, resolving inquiries and ensuring guest satisfaction.
- Collaborated with team members to streamline support processes, enhancing efficiency and response times.
- Assisted in training new staff on customer interaction protocols and Disney service standards.
- Managed escalated customer issues, providing timely solutions to enhance guest experiences.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Developed and maintained knowledge base resources, ensuring staff had access to up-to-date information for support tasks.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed lost and found items effectively, ensuring timely return of belongings to guests when possible.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Managed lost and found items to assist guests with retrieving belongings.
- Provided exceptional customer service by resolving inquiries and issues promptly.
- Assisted customers with reservations, ticketing, and park information effectively.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Housekeeper/runner/lost and Found
Disney's Old Key West Resort
06.2000 - 2020
- Trained new staff on safe cleaning practices and operational procedures to ensure compliance with safety standards.
- Assisted in special projects, including deep cleaning initiatives during off-peak seasons for optimal facility upkeep.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Dusted picture frames and wall hangings with cloth.
- Adhered to professional house cleaning checklist.
- Streamlined housekeeping workflows, enhancing productivity and service delivery across the resort.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Washed and put away kitchen dishes, utensils and glassware.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
Housekeeper
Disney's Caribbean Beach Resort
11.1999 - 06.2000
- Maintained cleanliness and organization in guest rooms to enhance overall guest satisfaction.
- Operated cleaning equipment and utilized industry-standard chemicals for efficient surface sanitation.
- Collaborated with team members to ensure timely completion of daily cleaning schedules.
- Implemented inventory management for cleaning supplies, reducing waste and optimizing usage.
Education
High School Diploma -
Red Hook High School
Red Hook, NY06-1985
Skills
- Problem-solving
- Complaint handling
- Lost and found processes
- Lost and Found Operations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved lost and found items which led to sending items back to guest.
Timeline
Customer Support Specialist/ Lost and Found
Disney's Old Key West Resort
06.2021 - 02.2025
Housekeeper/runner/lost and Found
Disney's Old Key West Resort
06.2000 - 2020
Housekeeper
Disney's Caribbean Beach Resort
11.1999 - 06.2000
High School Diploma -
Red Hook High School