Heidy Burgos
Davenport,USA
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
Work History
Retention Specialist
Spectrum
07.2024 - Current
- Handling customer inquiries about billing, troubleshooting service issues, assisting with order changes, upselling additional services, and resolving complaints
- Efficient on the computers using programs called Webex, Zoom meeting, Excel & Microsoft Window
- Data Entry Update customer information and record call details in the internal system
- Following established protocols and scripts to ensure consistent quality of service
- Maintaining specific call handling metrics like average handle time, customer satisfaction scores, and sales targets
- Conducted regular competitor analysis to identify market trends, pricing strategies, and promotional activities
- Consistently achieved high customer satisfaction ratings through effective communication and problem-solving skills
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Park Services Attendant
Universal Orlando Resort
02.2023 - 12.2024
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Performed general maintenance and repair
- Customer service assistant
- Sales supervisor insured my team met parks demand with our merchandise
- Money handling and creating tills for the cast member
- Provided product information and resolved concerns to assist customers
- Conducted staff meetings to relay general information or to address specific topics
- Troubleshot minor problems and reported larger technical issues
- Worked with coworkers to complete tasks
- Collaborated with departmental leaders to establish organizational goals strategic plans and objectives
Coordinator Of Merchandise
Walt Disney World
06.2013 - 12.2023
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Performed general maintenance and repair
- Customer service assistant
- Sales supervisor insured my team met parks demand with our merchandise
- Money handling and creating tills for the cast member
- Provided product information and resolved concerns to assist customers
- Conducted staff meetings to relay general information or to address specific topics
- Troubleshot minor problems and reported larger technical issues
- Worked with coworkers to complete tasks
- Collaborated with departmental leaders to establish organizational goals strategic plans and objectives
- Supervised daily operations on the sales floor, ensuring smooth customer interactions and prompt issue resolution.
- Trained new team members on company policies, procedures, and merchandising best practices.
Attractions Operator
Universal Orlando
02.2013 - 07.2013
- Started and shut down rides using control panel levers and switches
- Taught and trained team members on basic ride operations and procedures for various attractions
- Used microphones to give directions to patrons regarding safety while riding
- Inspected riding devices for malfunctions before opening to public
- Recognized signs of emergencies to deal with crisis situations in prompt manner
Education
High School Diploma -
Penn Foster
Scranton, PA05.2019
Skills
- Profit & Loss
- Team Meetings
- Sales management
- Upselling
- Cold Calling
- Bilingual
- Guest services
- Merchandise Presentation Standards
- E-Commerce
- Handling Procedures
- Call Center
- Customer Inquiries
- Guest Interaction
- B2B sales
- Organizational skills
- Excellent Written and Verbal Communication
- Task Prioritization
- Typing
- POS Systems
- Hotel experience
- Customer Service Management
- Pricing
- Critical Thinking
- CRM Software
- Loss Prevention Strategies
- Cash register
- Hospitality
- Account Management
- Documentation skills
- Customer relations
- Relationship building
- Microsoft office
- Remote conferencing and communication
Languages
Spanish
Native or Bilingual
Timeline
Retention Specialist
Spectrum
07.2024 - Current
Park Services Attendant
Universal Orlando Resort
02.2023 - 12.2024
Coordinator Of Merchandise
Walt Disney World
06.2013 - 12.2023
Attractions Operator
Universal Orlando
02.2013 - 07.2013
High School Diploma -
Penn Foster
Similar Profiles
DOMONIQUE NELTHROPEDOMONIQUE NELTHROPE
System Administrator at SpectrumSystem Administrator at Spectrum
Cody WellsCody Wells
Customer Support Specialist at SpectrumCustomer Support Specialist at Spectrum
Ryheem BonaparteRyheem Bonaparte
Technical Support at SpectrumTechnical Support at Spectrum
Catelin SweeneyCatelin Sweeney
Customer Reliability Supervisor at SpectrumCustomer Reliability Supervisor at Spectrum
Renee Martinez FernandezRenee Martinez Fernandez
Certified Pharmacy Technician at AdventHealthCertified Pharmacy Technician at AdventHealth