Brenda Castillo
Merritt Island,FL
Summary
Dependable, adaptable, and fast-learning professional with years of experience in hospitality, sales, and customer-facing environments. Experienced in client relations, professional communication, payment processing, computer-based operations, problem solving, and cross department coordination.
Known for exceptional punctuality, reliability, consistent attendance, professionalism, patience and strong interpersonal skills. Quick to learn new procedures and responsibilities, with a genuine enthusiasm for acquiring new skills and continuously improving.
Motivated to build a long-term career within an organization that values learning, professional development, increased responsibility, and internal growth. Comfortable working independently or as a part of a team and committed to maintaining high standards while adapting to new environments.
Overview
2
2
Languages
3
3
years of professional experience
Work History
Front Desk Agent
Westgate Resorts
Cocoa Beach, Florida
05.2024 - 11.2025
- Served as a primary point of contact for resort guests, providing professional, courteous, and personalized service in a fast-paced hospitality environment.
- Addressed guest questions, requests, concerns, and service needs, ensuring satisfaction through patience, professionalism, and a positive attitude.
- Communicated with guests and coworkers through in-person interactions, telephone calls, and professional email correspondence.
- Collaborated with Housekeeping, Engineering, Security, Sales, and other departments to effectively address guest needs and implement solutions.
- Used computer systems and internal processes to support daily front-desk operations and manage guest-related information.
- Handled payments and cashier responsibilities for the resort's lobby store with accuracy and accountability.
- Facilitated training and onboarding of new front-desk employees, guiding them in procedures, daily responsibilities, and customer-service expectations.
- Managed multiple priorities simultaneously while maintaining attention to detail and service standards.
Telephone Sales Representative
Lodging Group LLC
Orlando, Florida
02.2023 - 04.2024
- Managed customer interactions throughout the sales process, ensuring seamless transition from initial contact and product explanation to payment and purchase completion.
- Built rapport with prospective customers, identified interests, answered questions, and guided purchasing decisions to enhance customer satisfaction.
- Explained products and services clearly, effectively addressing customer concerns and objections to foster trust and confidence.
- Developed strong communication, persuasion, active listening, and relationship-building skills through high-volume telephone interactions.
- Consistently worked toward sales goals in a performance-driven environment.
- Demonstrated the ability to remain professional, patient, and focused during challenging or repetitive customer interactions.
- Maintained organization, productivity, and professional communication while working independently in a remote setting.
- Adapted quickly to company procedures, product information, and changing customer needs.
Skills
- Customer service and client relations
- Payment processing and cash management
- Interdepartmental coordination
- Effective communication skills
- Conflict resolution and problem solving
- Client engagement and sales strategies
- Administrative proficiency with technology
- Multitasking and organizational skills
- Detail-oriented approach
- Collaborative teamwork
- Quick learner with adaptability
- Reliability and timeliness
- Ongoing professional growth
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Front Desk Agent
Westgate Resorts
05.2024 - 11.2025
Telephone Sales Representative
Lodging Group LLC
02.2023 - 04.2024