Casey Saldana
Austin,TX
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive member and guest experience.
Overview
19
19
years of professional experience
Work History
Front Desk Lead
Gold's Gym
04.2025 - Current
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service protocols and operational procedures.
- Developed and maintained positive relationships with guests, fostering loyalty and repeat business.
- Coordinated scheduling of front desk personnel, optimizing staffing levels for peak times.
- Managed inventory of supplies, ensuring adequate stock levels for daily operations.
- Conducted regular training sessions to improve team performance and service quality standards.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
Front Desk Shift Lead
Crunch Fitness
06.2023 - 04.2025
- Provide customer service support for guests and handled any customer payments, complaints or issues
- Checked in guests, verified reservations at the front desk
- Answered incoming calls and redirected them as necessary
- Investigated and resolved customer concerns in a timely manner
- Managed inventory levels for supplies needed at the front desk and placing retail orders
- Supported Operations Manager with fulfilling banking reconciliation
Customer Support Specialist
Paradigm
10.2022 - 07.2023
- Answer user inquiries via phone and email regarding software to resolve problems via Zendesk and escalating bugs via Jira to our engineering team
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently
- Researched customer inquiries using available resources such as FAQs and online forums
- Worked cross-departmentally to create client-facing email templates & information flyers
- Created client-facing training videos to ensure clients were taking full advantage of the products
Front Desk Associate
Equinox
07.2022 - 04.2023
- Managed three phone lines, and facilitate 40+ calls/shift with staff, members, and nonmember's inquiries
- Entrusted by upper management to supervise on-the-job training for new employees
- Served as a club keyholder, responsible for opening and/or closing club
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Maintained transaction security by verifying payment cards against identification
- Stored guest valuables in safe and individual boxes for security
Client Service Specialist
Zumper
01.2021 - 06.2022
- Research and resolve Tier II client issues in cooperation with technical, sales, and accounting office partners via Salesforce and JIRA
- Diagnosed a variety of technical issues with listings, lead delivery, and third-party integrations utilizing Yardi, RealPage, Resman, and Knock CRM
- Proactively contacted at-risk customers to find solutions to improve performance
- Directly contributed to the development and expansion of client service strategy
- Managed the distribution of tickets in queue to myself and 2 others in my department
- Collaborated closely with product department to make sure that bugs were reported via Jira - have hit KPIs Quarter after Quarter, including CSAT score of the highest number for the last 12 months
Customer Support Specialist - Lead Trainer
Cheetah Technologies
12.2019 - 03.2020
- In addition to regular customer support duties via phone and email (Zendesk) I was responsible for training of new customer support agents, developed training materials and requirements, responsible for on-boarding, training and implemented remotely as well as on site
- Resolved problems, improved operations and provided exceptional service
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Handled escalation issues to prevent churn of high risk clients
Licensed Sales Producer
The Zebra
07.2015 - 04.2019
- Convert inbound leads to sales meeting monthly and quarterly metrics and goals
- Obtain pertinent information by interviewing clients; verifying information and identifying needs
- Educate clients by explaining procedures, and regulations and answering questions
- Quoted automobile, motorcycle, renter's, boat, and roadside assistance programs
- Managed Office temporarily, identifying office needs and responsible for purchasing office supplies and materials
- Licensed as a property and casualty agent for Texas and thirteen states
Licensed Sales & Service Specialist
Allstate
03.2007 - 07.2015
- Promoted agency products to customers in person, on the telephone, and in writing
- Prepared necessary paperwork to process insurance sales and renewals
- Processed applications, payments, corrections, endorsements, and cancellations
- Submitted claims on behalf of customers and explained the process of the claims procedures and what was expected of the customer to secure their property before the arrival of a claims adjustor
- Quoted and sold homeowners, renters, landlord, condominium, automobile, umbrella, motorcycle, and RV products
- Entrusted to manage office and oversaw the direct supervision of two office workers
Education
Bachelor of Arts - BA -
Angelo State University
Skills
- Exceptional communication
- Guest relations
- Initiative-taking
- Billing management
Timeline
Front Desk Lead
Gold's Gym
04.2025 - Current
Front Desk Shift Lead
Crunch Fitness
06.2023 - 04.2025
Customer Support Specialist
Paradigm
10.2022 - 07.2023
Front Desk Associate
Equinox
07.2022 - 04.2023
Client Service Specialist
Zumper
01.2021 - 06.2022
Customer Support Specialist - Lead Trainer
Cheetah Technologies
12.2019 - 03.2020
Licensed Sales Producer
The Zebra
07.2015 - 04.2019
Licensed Sales & Service Specialist
Allstate
03.2007 - 07.2015
Bachelor of Arts - BA -
Angelo State University