Garibaldy Paulino
Union City,NJ
Summary
Dedicated and adaptable Support Specialist with over 15 years of experience in customer service, technical support, and client-facing roles. Strong background in issue resolution, escalation management, CRM documentation, and cross-department coordination. Adept at de-escalating concerns and ensuring customer satisfaction in fast-paced service operations. Seeking to contribute reliability and public-service excellence.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Westin Hotel
Morristown, NJ
02.2026 - Current
- Provided exceptional front desk service, managing guest check-ins, reservations, and billing.
- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Resolved guest complaints promptly, enhancing overall customer satisfaction and loyalty.
- Trained new front desk staff on operational procedures and customer service standards.
Hotel Steward
Park Central Hotel
New York City, NY
08.2024 - 09.2025
- Maintained cleanliness and sanitation of kitchen areas, including dishwashing and equipment upkeep.
- Supported operations during high-volume banquet and daily service periods.
- Stocked and organized kitchen inventory, ensuring supplies were readily available during high-volume periods.
- Worked collaboratively with kitchen and front-of-house teams to ensure seamless guest experiences.
- Followed all health and safety regulations and upheld hotel service standards.
Support Center Analyst
Micros Retail Systems
Weehawken, NJ
04.2018 - 09.2022
- Managed a high-volume support queue, handling 70+ client interactions daily via phone and ticketing systems.
- Troubleshot technical and service-related issues while maintaining detailed CRM documentation.
- Escalated urgent matters according to service-level agreements (SLAs).
- Acted as liaison between customers, management, and quality assurance teams to ensure resolution accuracy.
- Followed up with customers to confirm issue resolution and maintain satisfaction.
- Assisted in training new hires on systems, service standards, and call handling procedures.
- Maintained composure and professionalism during peak periods and service disruptions.
Concierge
Planned Companies
Jersey City, NJ
11.2017 - 02.2018
- Greeted and assisted residents and guests, providing prompt responses to inquiries and requests.
- Handled event planning, reservations, and appointment scheduling.
- Maintained daily shift logs and incident reports.
- Delivered professional, courteous service in a luxury residential setting.
Sales Associate Specialist
Best Buy
Jersey City, NJ
04.2016 - 10.2017
- Delivered exceptional customer service, assisting with purchases and product information.
- Specialized in resolving complex service issues and maintaining customer satisfaction.
- Recognized in the top 1% of sales associates across the region.
- Supported inventory management and merchandising processes.
Education
Associate of Science - Nursing
Hudson County Community College
Jersey City, NJSkills
- High-Volume Call Management (50–70 daily)
- Customer Account Support
- Escalation & Interdepartmental Coordination
- CRM & Ticketing Systems
- Documentation Accuracy & Compliance
- De-escalation & Conflict Resolution
- Microsoft Office Suite
- Time Management & Multitasking
- Service-Level Agreement (SLA) Adherence
Languages
Spanish
Interests
- Backpacking and Hiking
- Personal Development
- DIY
- Fitness
- Photography
Timeline
Front Desk Agent
Westin Hotel
02.2026 - Current
Hotel Steward
Park Central Hotel
08.2024 - 09.2025
Support Center Analyst
Micros Retail Systems
04.2018 - 09.2022
Concierge
Planned Companies
11.2017 - 02.2018
Sales Associate Specialist
Best Buy
04.2016 - 10.2017
Associate of Science - Nursing
Hudson County Community College