Cecibel Castro
Kissimmee,FL
Summary
Dynamic customer support professional with a track record of delivering exceptional service through strong communication and effective problem-solving abilities. Expertise in managing inquiries, resolving issues, and consistently ensuring customer satisfaction. Recognized for adaptability and teamwork, thriving in fast-paced environments while achieving results under changing conditions. Proficient in conflict resolution and time management, contributing to a positive customer experience and fostering lasting relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Night Auditor
Hilton
03.2024 - Current
- Managed high-volume cash and card transactions with accuracy, ensuring all payments and tabs were correctly processed.
- Resolved billing discrepancies quickly and professionally to maintain guest satisfaction.
- Completed end-of-shift financial reports and balanced accounts, demonstrating strong attention to detail.
- Prepared the front-of-house area for the next shift by restocking supplies and organizing workstations.
- Delivered friendly, efficient service during guest check-ins and check-outs, creating a welcoming atmosphere.
- Provided personalized recommendations about hotel amenities and local attractions, enhancing the guest experience.
Line Cook/Prep
Panera Bread
09.2023 - 02.2024
- Maintained strict sanitation and hygiene standards throughout every shift to ensure a safe food and beverage environment.
- Prepared ingredients and gathered necessary tools efficiently to support fast-paced service.
- Labeled, organized, and stored food items properly to maintain freshness and reduce waste.
- Cleaned and sanitized equipment and workstations consistently during service to keep operations running smoothly.
- Managed trash removal and kept the prep area clean and orderly to support a safe, efficient workspace.
Front Desk Agent Supervisor
Westgate Palace Resort
07.2015 - 10.2023
- Led daily team briefings to prepare staff for high-volume guest interactions and ensure smooth front-of-house operations.
- Trained new employees on hospitality standards, customer service, and resort knowledge to elevate the guest experience.
- Taught staff essential computer and POS skills, including MR, Excel, and Word, improving team efficiency.
- Managed room assignments and operational logistics using multiple Excel-based systems, demonstrating strong organization and multitasking.
- Coordinated with internal departments and external emergency services to resolve issues quickly and maintain guest safety.
- Handled cash, processed payments, and managed money orders with accuracy and accountability.
- Supported multiple departments—including housekeeping, bell services, and guest activities—showing flexibility and teamwork in fast-paced environments.
- Verified guest identification and payment information with precision to prevent errors and maintain trust.
- Provided coaching and corrective feedback to staff to maintain service quality and operational standards.
- Organized, filed, and distributed office documents to keep daily operations running smoothly.
- Recognized for exceptional customer service and guest satisfaction, including WOW Loyalty Program Ambassador (2023) and multiple service awards.
Education
Bachelor of Science - Psychology
University of Central Florida
Orlando, FL05-2022
Skills
- English
- Spanish
- Kitchen experience
- Serve Safe Food Handler
- Microsoft Excel
- Customer service
- Time management
- Food safety
- Team building
- Conflict resolution
- Bartending
- Communication
- Serving
- Cash handling
- POS
- Food service
- Stocking
- Communication skills
- Basic math
- Organizational skills
- Answering Phones
- Problem-solving
- Strong work ethic
- Teamwork and collaboration
Certification
- Alcohol Beverage Control (ABC) license
- December 2025 to December 2028
Timeline
Night Auditor
Hilton
03.2024 - Current
Line Cook/Prep
Panera Bread
09.2023 - 02.2024
Front Desk Agent Supervisor
Westgate Palace Resort
07.2015 - 10.2023
Bachelor of Science - Psychology
University of Central Florida