Bessy Santana
Orlando,FL
Summary
Bilingual customer service leader with strong expertise in managing and developing high-performing teams. Skilled in conflict resolution, communication, and process improvement, ensuring smooth operations and customer satisfaction. Known for adaptability and results-driven approach in dynamic environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Supervisor
G2 Secure Staff
Orlando, FL
03.2021 - Current
- Supervised bilingual customer service team, ensuring high standards of communication and support.
- Implemented training programs to enhance team performance and improve customer satisfaction metrics.
- Developed and maintained operational procedures to streamline workflow and increase efficiency.
- Resolved complex customer inquiries using effective problem-solving techniques and conflict resolution strategies.
- Coordinated cross-departmental collaboration to address service issues and improve overall customer experience.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
Server
Orange Lake Resort
Kissimmee, FL
05.2018 - 03.2020
- Delivered exceptional customer service to enhance guest satisfaction and retention.
- Managed multiple tables efficiently, ensuring timely service during peak hours.
- Collaborated with kitchen staff to ensure accurate order preparation and presentation.
- Trained new servers on menu offerings and service standards to maintain consistency.
Chiropractic Assistant
Sunlife Chiropractic & injury Center
08.2014 - 04.2019
- Assist the Doctor with his daily notes and patient charts, check in and out of patients, collect copayments, assist patients with therapies.
- Assisted in patient intake processes, ensuring accurate data entry and documentation.
- Managed appointment scheduling, optimizing office workflow and minimizing patient wait times.
- Supported chiropractors in treatment procedures, enhancing patient care through effective communication.
- Educated patients on treatment plans, fostering understanding and compliance with therapeutic requirements.
Cabin Service Lead/Ramp Agent
Delta Global Services 1 Airport
Orlando, FL
10.2010 - 07.2013
- Clean Aircrafts and Inspect them for any harmful materials. upload and unload cargo from plane.
- Oversaw daily ramp operations ensuring timely aircraft departures and arrivals.
- Led team training sessions on safety protocols and operational efficiency.
Assistant Manager
Ashley Stewart Retail Store
Orlando, FL
06.2010 - 01.2011
- Led daily operations to ensure optimal store performance and customer satisfaction.
- Trained and mentored staff to enhance team productivity and service quality.
- Coordinated promotional events, increasing customer engagement and foot traffic.
- Collaborated with upper management on strategic planning initiatives for store growth.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Front Office Assistant Manager
Regal Sun Resort
Lake Buena Vista, FL
04.2007 - 07.2010
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated communication between departments to enhance guest experience and satisfaction.
- Trained new staff on front office procedures, policies, and customer service standards.
- Assisted in resolving guest inquiries, complaints, and special requests promptly and professionally.
- Oversaw inventory management of office supplies, ensuring availability and cost-effectiveness.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
Group Housing Coordinator
Buena Vista Palace
05.2003 - 07.2010
- Coordinated housing assignments for large groups, ensuring seamless check-in and check-out processes.
- Managed communication between departments to address guest inquiries and resolve issues efficiently.
- Mentored junior team members on best practices in group housing management and customer service.
- Developed strong relationships with clients, leading to repeat business and positive word-of-mouth referrals.
- Coordinated with event planners to ensure seamless integration of housing needs within the overall event program, resulting in a positive guest experience during their stay.
- Trained new Group Housing Coordinators in best practices, improving team performance and consistency across all coordinators.
- Managed room blocks for large events, ensuring timely allocations and meeting clients'' specific needs.
Emergency Medical Technician
EMT
Bayamón, PR
10.1999 - 05.2002
- Responded promptly to emergency calls, providing immediate medical care and transportation to healthcare facilities.
- Assessed patient conditions and administered life-saving interventions in high-stress environments.
- Maintained detailed patient records, ensuring accurate documentation of assessments and treatments.
- Trained new EMT personnel on protocols, equipment usage, and best practices in emergency response.
- Enhanced patient care by efficiently assessing and addressing medical emergencies in high-pressure situations.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Maintained a safe environment for all involved parties by adhering to strict safety measures during emergency situations.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
Security Assistant Manager
Ranger American Calle San Sebastian
Guaynabo, PR
09.1999 - 02.2002
- Monitored security systems to ensure safety and compliance with regulations.
- Conducted routine inspections of premises to identify potential security risks.
- Collaborated with law enforcement during incident investigations and reporting.
- Maintained detailed records of daily activities, incidents, and other relevant information for accurate reporting and analysis.
- Responded quickly to alarms or calls for assistance, assessing situations accurately and taking appropriate action as needed to ensure public safety.
Medical Administrative Specialist
DIPHOM Bayamon Calle Isabel 2
Bayamón, PR
10.1997 - 10.1999
- Managed patient scheduling and appointment coordination to enhance clinic efficiency.
- Streamlined medical records management using electronic health record systems for improved data accuracy.
- Ensured compliance with healthcare regulations through diligent administrative oversight and policy implementation.
- Managed a high volume of incoming calls with professionalism, directing inquiries to appropriate departments for prompt resolution.
Education
GED - PR General
Study Jose Padin School
Puerto RicoAssociate of Science - EMT-P
Educational Technical College
Puerto Rico05-1997
Associate of Science - Medical Assisting
Keiser University
Fort Lauderdale, FLCNA
Southern Technical College
Orlando, FL03-2024
Skills
- Telephone skills
- Call center experience
- Task delegation
- Email etiquette
- Bilingual proficiency
- Customer service
- Problem-solving
- Customer support
Certification
CPR BLS
Languages
Spanish
Full Professional
Timeline
Bilingual Customer Service Supervisor
G2 Secure Staff
03.2021 - Current
Server
Orange Lake Resort
05.2018 - 03.2020
Chiropractic Assistant
Sunlife Chiropractic & injury Center
08.2014 - 04.2019
Cabin Service Lead/Ramp Agent
Delta Global Services 1 Airport
10.2010 - 07.2013
Assistant Manager
Ashley Stewart Retail Store
06.2010 - 01.2011
Front Office Assistant Manager
Regal Sun Resort
04.2007 - 07.2010
Group Housing Coordinator
Buena Vista Palace
05.2003 - 07.2010
Emergency Medical Technician
EMT
10.1999 - 05.2002
Security Assistant Manager
Ranger American Calle San Sebastian
09.1999 - 02.2002
Medical Administrative Specialist
DIPHOM Bayamon Calle Isabel 2
10.1997 - 10.1999
GED - PR General
Study Jose Padin School
Associate of Science - EMT-P
Educational Technical College
Associate of Science - Medical Assisting
Keiser University
CNA
Southern Technical College