Hanna Santana-Rivera
Davenport,FL
Summary
Dynamic professional with extensive experience in escalation management and customer relationship management at Marriott Vacation Club. Proven ability to enhance brand loyalty through strategic marketing initiatives and effective conflict resolution. Expertise in cross-department collaboration, ensuring seamless operations and superior guest experiences. Strong communicator with exceptional time management skills and a focus on developing partnerships and collaborative agreements through negotiation.
Overview
13
13
years of professional experience
Work History
Liaison Resolution Specialist, Marketing
Marriott Vacation Club
Orlando, Florida
07.2023 - 12.2025
- Assist agents with questions about the reservation process.
- Monitor and address escalated calls from guests.
- Monitor calls from agents to make sure they are following company policy.
- Collect package payments and review contract agreements.
- Confirm reservations and assist properties with reservation modifications.
- Promoting the company's brand, products, and services by strategizing, planning executing, and analyzing marketing activities.
- Working closely with other departments, such as sales, customer support, and product development, to create a cohesive brand experience.
Vacation Advisor, Owner Services
Marriott Vacation Club
Orlando, Florida
10.2021 - 07.2023
- Answer financial, educational, and handle escalated inbound calls.
- Promote benefit level upgrade and up sale travel insurance.
- Provide logistical and analytical customer support to the vacation owners.
- Collect maintenance fees, was empowered to waive late fees and interest.
- De-escalated upset owners calls with provided advisor resources.
Leasing Assistant
LTD Property Management
Orlando, Florida
08.2020 - 10.2021
- Schedule property viewings, property tours
- Handled incoming/outgoing calls assisted prospective and current tenants.
- Assisted with application verification. References and Employment verification.
- Reported all maintenance issues to the property manager and assisted the maintenance supervisor by calling companies for repair services.
- Inspected apartments conditions and coordinating maintenance activities for move ins and move out.
- Maintained and organized updated resident files and records.
- Assisted residents with rent payment amounts through Yardi.
- Walk through property and report any issues to the maintenance staff.
Administrative Assistant/Supervisor
IATSE Local 835
Orlando, Florida
11.2016 - 03.2020
- Supervise and manage receptionist area, to maintain focus of security to building including greeting visitors and responding to telephone and in person request for information.
- Keep contracts current; by organizing files, developing spreadsheets, fax reports and scanning documents for contracted companies.
- Plan meetings and prepare conference rooms for the Referral Hall Committee and Board.
- Draft letter for the Referral Hall Committee about the worker's attendance on show site.
- Maintain databases for Marketing and Management for monthly reports.
- Assist with payroll data entry hours and gross.
Paralegal
Donato and Baez Immigration Attorneys
Kissimmee, Florida
09.2012 - 11.2016
- Prepared and filed different Visa's categories.
- Contacted National Visa Center, U.S. Department of Homeland Security.
- Assisted the Attorneys in preparing cases for court hearings.
- Communicating with clients on their case status.
- Meeting with clients to gather and review documents to start cases.
Education
Bachelor of Arts - Social Science: Major in Criminal Justice
Metropolitan University
Orlando, FloridaSkills
- Moral
- Time management
- Communication
- Work ethics
- Microsoft Office
- Concord
- Marsha
- Universe
- TSWE
- Fiserv
- Marketing strategy
- Reservation systems
- Escalation management
- Contract review
- Customer analytics
- Customer relationship management
- Cross-department collaboration
- Data entry accuracy
- Issue resolution
- Communication skills
- Active listening
- Conflict resolution
- Critical evaluation capacity
- Representative experience
- Mediation skills
- Report generation
- Policies and procedures implementation
- Recordkeeping
Timeline
Liaison Resolution Specialist, Marketing
Marriott Vacation Club
07.2023 - 12.2025
Vacation Advisor, Owner Services
Marriott Vacation Club
10.2021 - 07.2023
Leasing Assistant
LTD Property Management
08.2020 - 10.2021
Administrative Assistant/Supervisor
IATSE Local 835
11.2016 - 03.2020
Paralegal
Donato and Baez Immigration Attorneys
09.2012 - 11.2016
Bachelor of Arts - Social Science: Major in Criminal Justice
Metropolitan University