Benda Dulcio
Orange Park
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
6
6
years of professional experience
Work History
Correctional Officer
Florida Department Of Corrections
04.2025 - Current
- Conducted regular inspections of inmate housing and common areas for safety compliance.
- Monitored inmate behavior to prevent disturbances and ensure adherence to rules.
- Responded promptly to emergencies, coordinating with team members for effective resolution.
- Participated in ongoing training programs to enhance skills in conflict resolution and crisis management.
- Mentored new officers on protocols and procedures to promote a safe working environment.
- Collaborated with mental health professionals to address inmate needs and improve rehabilitation efforts.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
- Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
Frontend Team Lead
Walmart
Boca Raton, FL
08.2021 - 03.2025
- Led front-end team to enhance customer experience through efficient service delivery.
- Collaborated with cross-functional teams to implement user-friendly website features and improvements.
- Mentored junior developers, fostering technical skills and promoting best practices in coding standards.
- Streamlined checkout processes, reducing customer wait times and increasing satisfaction ratings.
- Led a team of developers to complete project milestones on time, resulting in successful product launches.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored cash drawers in Number checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Analyzed discrepancies in cash reports, recommending solutions for improvements.
- Supported audit processes with thorough documentation of all cash management activities for easy review and validation.
- Supervised daily operations, ensuring accurate cash handling and efficient customer service.
- Trained new cashiers on register systems and company policies to enhance team performance.
- Resolved customer inquiries and complaints promptly, maintaining high satisfaction levels.
- Processed both cash and card purchases and returns.
Telecommunications Specialist
Teleperformance USA
02.2021 - 08.2021
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Assisted customers in resolving inquiries and complaints promptly.
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Streamlined issue resolution processes, leading to quicker response times for customers in need of assistance.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Reduced callback frequency by thoroughly addressing all customer concerns during initial interactions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Identified and resolved discrepancies and errors in customer accounts.
Front Desk Receptionist
Allied Universal Security Services
Fort Lauderdale, FL
01.2020 - 12.2020
- Greeted and assisted visitors, providing exceptional customer service and ensuring a welcoming environment.
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
- Scheduled and coordinated appointments, optimizing front desk workflow and enhancing visitor experience.
- Maintained accurate logs of visitor entries and exits, supporting security protocols and operational efficiency.
- Processed incoming mail and packages, ensuring timely distribution to relevant personnel.
- Collaborated with security personnel to monitor facility access, promoting safety and compliance standards.
- Resolved visitor inquiries promptly, demonstrating adaptability in fast-paced environments while maintaining professionalism.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
Education
No Degree - Nursing
Broward College
Fort Lauderdale, FLHigh School Diploma -
Coral Springs High
Coral Springs, FL05.2016
Skills
First aid training
Emergency response
De-escalation techniques
Conflict resolution skills
CCTV monitoring
Staff management
Records management
First aid and CPR certified
Problem-solving
Excellent communication
Written communication
Multitasking
Task prioritization
Time management
Observation
Telephone etiquette
Problem-solving skills
Scheduling
Appointment scheduling
Administrative skills
Scheduling appointments
Office organization
Oral and writing communication
Hospitality services
Front office management
Confidentiality handling
Guest relations
Researching skills
Languages
French
Native or Bilingual
Spanish
Limited Working
Timeline
Correctional Officer
Florida Department Of Corrections
04.2025 - Current
Frontend Team Lead
Walmart
08.2021 - 03.2025
Telecommunications Specialist
Teleperformance USA
02.2021 - 08.2021
Front Desk Receptionist
Allied Universal Security Services
01.2020 - 12.2020
No Degree - Nursing
Broward College
High School Diploma -
Coral Springs High