Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Emily Quintero

Davenport,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

6
6
years of professional experience

Work History

Ticket Services Escalation Specialist

Walt Disney World Resort
10.2022 - Current
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Seater at Be Our Guest

Walt Disney World Parks And Resorts
04.2022 - 09.2022
  • Guided guest through the enchanted castle while telling the story of Disney's Beauty and the Beast in order to engage our guests in the magic that is dining at Be Our Guest restaurant in Disney's Magic Kingdom theme park.
  • responsible for stocking, preparing all non-alcoholic and alcoholic beverages, turning over all tables, seating guest, podium duties, and engaging and greeting guests upon their arrival to the castle.

Executive Sales Manager

Lucky 7 USA
09.2020 - 04.2022
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Performed monthly sales forecasting and competitive analysis to determine product performance levels and need for new product developments.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Drove sales by developing multi-million dollar contract sales with major, resort, and boutique stores.

Property Manager for Short Term Rentals

Rentals MIA
01.2018 - 03.2020
  • Managed multiple short term rentals in the downtown miami area .
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Developed and implemented marketing strategies to increase occupancy rates.
  • Kept properties in compliance with local, state and federal regulations.

Legal Assistant

Law Offices Of Jermain O' Neal Thompson
05.2017 - 06.2018
  • Organized documents to manage paper and electronic filing systems of clients.
  • Filed court documents and legal pleadings with court clerk on behalf of attorneys.
  • Prepared and drafted correspondence and legal forms to maintain smooth communications.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
  • Scheduled appointments, court appearances, and depositions for busy law firm.
  • Created spreadsheets to track client progress and document billable hours.
  • Prepared and managed attorney travel itineraries to optimize scheduling.
  • Communicated pertinent information to clients via phone, email, and mail.
  • Contacted clients to schedule appointments and discuss progress of cases.

Education

Associate of Arts - Criminal Justice

Broward College
Fort Lauderdale, FL
05.2020

Skills

  • Bilingual English/Spanish
  • Team Oriented
  • Professional Phone Etiquette
  • Call Volume and Quality Metrics
  • Customer Relationship Management
  • Customer Issue De-Escalation
  • Policy and Procedure Adherence
  • Purchase Orders
  • Microsoft Office, Powerpoint, Excel, Adobe Acrobat, Google Docs, Pages, Keynote, Outlook, Slack
  • SNAPP, Guest Service Suite, REX, White Rabbit, Tigger, Vincent, LILO, Passport, SBC, My Disney Experience

Languages

Spanish
Native or Bilingual

Timeline

Ticket Services Escalation Specialist

Walt Disney World Resort
10.2022 - Current

Seater at Be Our Guest

Walt Disney World Parks And Resorts
04.2022 - 09.2022

Executive Sales Manager

Lucky 7 USA
09.2020 - 04.2022

Property Manager for Short Term Rentals

Rentals MIA
01.2018 - 03.2020

Legal Assistant

Law Offices Of Jermain O' Neal Thompson
05.2017 - 06.2018

Associate of Arts - Criminal Justice

Broward College

Similar Profiles

CREATE PROFILE
Emily Quintero