Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Holly Antunes

Tampa,FL

Summary

Dynamic and empathetic customer service professional recognized for delivering exceptional service while prioritizing guest comfort and mental well-being. Proven ability to manage multiple priorities with an organized approach, fostering strong professional relationships that enhance profitability and drive business results. A positive attitude and willingness to embrace additional responsibilities contribute to team success and goal achievement. Eager to secure a full-time position that presents professional challenges, leveraging interpersonal skills, excellent time management, and problem-solving capabilities.

Overview

10
10
years of professional experience

Work History

Guest Service Agent, Host, Coordinator, Trainer

Walt Disney World Resort
07.2015 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, while dealing with a minimum of 4 guests at a time.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained schedule and kept appointment times.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer questions about hours, seating, and menu information.
  • Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Answered constant flow of customer calls with minimal wait times.
  • Identified potential marketing opportunities to increase brand awareness.

Shift Lead Manager

Pizza Hut
04.2016 - 09.2018
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Streamlined operations to improve process efficiency.
  • Utilized interpersonal communication skills to enhance customer experience and add value to each interaction.
  • Delegated high volumes of work to empower the team, build trust, and assist with professional development.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers by 20%.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.

Education

Some College - No Degree -

University of Nevada Las Vegas
Las Vegas
07.2014

High School Diploma -

Eldorado High School
Las Vegas, NV
06.2011

Skills

  • Detail-orientated
  • Appointment Setting
  • Networking expertise
  • Hospitality best practices
  • Complaint resolution
  • Technical Support
  • Creative problem solving
  • Proficient in Word, Excel, Teams, Slack, and other office software
  • Customer rapport, Guest service and assistance
  • Internal communications
  • Brand awareness
  • Identity verification

Additional Information

Available upon request.

Timeline

Shift Lead Manager

Pizza Hut
04.2016 - 09.2018

Guest Service Agent, Host, Coordinator, Trainer

Walt Disney World Resort
07.2015 - Current

High School Diploma -

Eldorado High School

Some College - No Degree -

University of Nevada Las Vegas

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