Hector R. Santiago
Winter Park
Summary
Dynamic customer service professional with extensive experience at Beep Autonomous Transportation Services, excelling in passenger assistance and safety protocols. Proven ability to resolve complex issues and enhance customer satisfaction through effective communication and problem-solving skills. Bilingual in English and Spanish, committed to continuous improvement and delivering exceptional service.
Overview
22
22
years of professional experience
Work History
Customer Service Shuttle Specialist
Beep Autonomous Transportation Services
Orlando
05.2023 - Current
- When necessary, provide assistance passengers with disabilities boarding and onboarding the shuttle as needed while adhering to ADA guidelines.
- I am responsible for safely operating and interacting with passengers on Beep's autonomous shuttles.
- Also responsible for educating the public about autonomous technology, addressing passenger concerns, and providing basic troubleshooting and maintenance, while making sure that passengers are transported safely to their destination.
Hotel Wave
Orlando
05.2022 - 04.2023
- I was involved in greeting and assisting guests, managing reservations, handling payments, and addressing guest inquiries and concerns.
- Besides that, I used answered phone calls, maintain a tidy workspace, and assisted with clerical tasks like filing or sorting mail.
The Plaza Hotel
New York
10.2012 - 02.2022
- I primarily handled guest arrival and departure, providing a welcoming and secure environment at the entrance.
- My duties included opening doors, assisting with luggage, hailing taxis, and answering general guest inquiries.
- I was also responsible for maintaining the safety and security of the premises.
Customer Service Coordinator
Chep Equipment Pooling Systems
Orlando
01.2009 - 08.2012
- Handled orders requests and modifications that come through incoming calls and e-mails from customers and field reps.
- Responsible for resolving customer issues related to orders, invoice and technical problems.
- Responsibilities also include generating detailed reports for field reps and managers which provided recommendations for alternatives to pro-actively resolve and/or prevent customer issues.
Customer Sales/Retention Specialist
Sprint Nextel
Orlando
01.2007 - 01.2009
- Responsible for resolving customer issues related to orders, technical issues and invoicing to prevent account cancellations and increase company revenue.
- Assisted the customers with returns, exchanges and trouble shooting.
Guest Services Agent/Bar-Back/Concierge
The Ritz Carlton Hotel Spa & Casino
San Juan
11.2002 - 11.2006
- Concierge/Bellman/Door Man during overnight shifts and other lateral duties when needed.
- Duties included coordinating and booking restaurant reservations and special tours for the guests.
- Following up with guests to ensure their special requests or problems have been met to their satisfaction.
- Received, record, and relay messages accurately, completely, and legibly.
- Communicated VIP arrivals to designated personnel for escort and delivery of amenities.
- Bar-Back duties such as order requisition of bar supplies, liquor and beverages and ensured monthly accurate bar inventory.
Education
GED -
Dept. of Education Program
San Juan, P.R.07-1991
Skills
- Driver passenger services
- Customer Service
- Guest Services
- Cashier Money Handling
- CPR Certified
- Fluent in English
- Fluent in Spanish
- Passenger assistance
- Safety protocols
- Autonomous technology
- Basic troubleshooting
- Customer service
- Communication skills
- Conflict resolution
- Team collaboration
- Attention to detail
- Time management
- Problem solving
- Clerical support
- Equipment maintenance
- Multitasking
- Self motivation
- Business ethics
- Professional demeanor
- Interpersonal communication
- Multitasking capacity
- Problem-solving aptitude
- Emergency response
- Interpersonal skills
- Continuous improvement
- Customer relations
Awards
- Employee of the Year Award for the year 2003 at the Ritz Carlton Hotel Spa & Casino in San Juan Puerto Rico.
- Hotel guests commendations letters and special recognition letters from VIP guests.
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Accomplishments
- Employee of the year in more than one occasion at different industries.
Timeline
Customer Service Shuttle Specialist
Beep Autonomous Transportation Services
05.2023 - Current
Hotel Wave
05.2022 - 04.2023
The Plaza Hotel
10.2012 - 02.2022
Customer Service Coordinator
Chep Equipment Pooling Systems
01.2009 - 08.2012
Customer Sales/Retention Specialist
Sprint Nextel
01.2007 - 01.2009
Guest Services Agent/Bar-Back/Concierge
The Ritz Carlton Hotel Spa & Casino
11.2002 - 11.2006
GED -
Dept. of Education Program
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