Catalina M. Mosquera
Melbourne
Summary
Bilingual professional with over seven years of experience in customer-facing roles. Skilled in communication, problem-solving, and creating positive experiences for diverse audiences. Looking to contribute to a motivated team where interpersonal abilities, organizational skills, high-quality service can be applied. Known for resolving complex issues and maintaining a positive atmosphere, ready to leverage skills to improve overall guest/customer experiences.
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Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Operations Attendant (Attractions/Entertainment)
Universal Orlando Resorts
Orlando, FL
2021 - Current
- Delivered exceptional service in a high-volume, fast-paced entertainment environment serving thousands of guests daily
- Resolved guest concerns efficiently through solution-based problem solving, upholding safety and company policy standards.
- Transformed service disruptions into positive guest interactions by facilitating approved recovery tools (complimentary merchandise and express access passes), enhancing overall guest experience.
- Communicated operational updates and procedures clearly to groups and individual guests, ensuring understanding and compliance.
Guest Service Coordinator
Universal Orlando Resorts
Orlando, FL
2018 - 2021
- Resolved complex guest issues through situation analysis, root cause identification, and implementation of policy-compliant solutions to enhance guest experience.
- Handled questions and complaints, clearly communicating with diverse, international customers to ensure understanding and satisfaction.
- Coordinated with park-wide teams (operations, security, management, on-site hotels) to resolve escalated concerns and provide solutions to maintain guest satisfaction.
- Documented guest interactions and service outcomes accurately, contributing to improved record-keeping and service delivery.
Ticketing Specialist
Sea World Parks
Orlando, FL
2018 - 2019
- Promoted ticket upgrades, annual passes, dining packages, and special experiences, enhancing guest satisfaction.
- Utilized up-selling techniques to increase overall sales revenue.
- Adapted quickly to any changes in promotions, pricing structures, and guest needs.
- Managed multiple calls while assisting in-person guests, ensuring efficient service during peak hours.
Education
Associate of Arts -
Valencia College
Orlando, FLSkills
- Customer service (in person and virtual)
- Bilingual communication (Spanish and English)
- Organization and multitasking
- Data Entry
- Team collaboration
- Microsoft Excel
- Conflict resolution
- Strong work ethic under pressure
Certification
Google Data Analytics
Languages
Spanish
Timeline
Operations Attendant (Attractions/Entertainment)
Universal Orlando Resorts
2021 - Current
Guest Service Coordinator
Universal Orlando Resorts
2018 - 2021
Ticketing Specialist
Sea World Parks
2018 - 2019
Associate of Arts -
Valencia College