Celissa Valenzuela
Los Angeles,CA
Summary
Experienced Cooperative Correspondence Associate with 7+ years of customer relations experience. Proven proficiency in delivering exceptional customer service and maintaining a client-focused approach, especially during conflict resolution. Exceptional customer service skills, accurate typing ability, and a strong commitment to meeting team goals by assuming additional responsibilities.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Guest Correspondence Assoc. (Lead)
Walt Disney Parks & Resorts, Disneyland
5 2022 - Current
- Improve Guest service and provide resolutions for Guests post-visit
- Heavily research Guest concerns and document appropriately
- Coordinate phone calls with resort departments as well as Guests.
- Maintained strict confidentiality of sensitive information while processing confidential documents, upholding company policies and legal guidelines.
- Supervised a team of 30+ employees daily.
- Participated in regular team meetings to discuss ongoing projects, share best practices and contribute innovative ideas for process enhancement.
- Communicated with the Walt Disney Company executives (CEO, President, Vice President) regarding consistent customer issues and recovery.
Guest Relations Lead (VIP Hostess)
Walt Disney Parks & Resorts, Disneyland
10.2015 - 05.2022
- Supervise 30+ Resort Guest Relations employees at a time
- Coordinate schedules, breaks, and tasks for all employees in multiple locations
- Communicate with all Resort lines of business including retail, attractions, and hotels
- Delivered unparalleled service for celebrity clients with utmost discretion and professionalism.
- Handle daily operations necessities including constant communication with IT, Application Operations, and Resort Executive Management
- Provide resolutions for guest concerns and challenges at the Resort
- Provide daily personalized tours for paying guests and their families and ensure that their day is flawless and fun while accomplishing their day's wish list in a timely manner
- Process day-of and future department call-outs as well as process manger requests for future cast member schedules.
Admitting Representative
Hazel Hawkins Memorial Hospital
01.2009 - 01.2015
- Managed incoming patient concerns, phone calls, and appointment booking
- Effectively balanced medical staff and patient needs during complex scheduling with high-pressure, sometimes life or death timelines
- Coordinated internal phone calls between departments.
- Ensured compliance with HIPAA regulations, safeguarding the privacy of sensitive patient information.
- Maintained up-to-date knowledge on insurance policies, ensuring accurate billing for patients and the healthcare facility.
- Developed positive relationships with physicians, nurses, and other hospital staff, fostering effective communication across departments.
- Participated in departmental meetings to stay informed on updates related to hospital procedures or policies affecting the admitting process.
Education
Master of Arts - Communication And Public Relations
Southern New Hampshire University
Hooksett, NH 01.2020 - Current
Bachelor of Arts - Human Communications, Journalism And Media Studies
California State University - Monterey Bay
Seaside, CA 05.2008 -
Skills
Office Management
Analytical Thinking
Microsoft Office
Multitasking proficiency
Spreadsheet Management
Proofreading
Training and mentoring
organization & filing
CPR AED Certified
Strong writing skills
Languages
Spanish
Professional Working
Timeline
Master of Arts - Communication And Public Relations
Southern New Hampshire University
01.2020 - Current
Guest Relations Lead (VIP Hostess)
Walt Disney Parks & Resorts, Disneyland
10.2015 - 05.2022
Admitting Representative
Hazel Hawkins Memorial Hospital
01.2009 - 01.2015
Bachelor of Arts - Human Communications, Journalism And Media Studies
California State University - Monterey Bay
05.2008 -
Guest Correspondence Assoc. (Lead)
Walt Disney Parks & Resorts, Disneyland
5 2022 - Current
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