Ivana Alejandra Carmona
Orlando,FL
Summary
Experienced Support Supervisor with a background in overseeing high-performing support teams. Possess skills in team management, customer service, and troubleshooting complex technical issues. Known for fostering professional development among team members and ensuring highest level of customer satisfaction. Proven ability to streamline processes to improve productivity and efficiency.
Overview
13
13
years of professional experience
Work History
Reservations Support Supervisor
Westgate Resorts
Orlando, USA
04.2023 - Current
- Supervise the Reservation Support and Wholesale Reservations departments.
- Assign daily duties to agents including delegating miscellaneous assignments when needed.
- Review daily/weekly/yearly production to determine efficient practices and seek areas of improvement.
Wholesale Booking Agent
Westgate Resorts
Orlando, USA
01.2022 - 04.2023
- Responding third-party inquiries and booking requests via email.
- Work through different company extranets and book pending reservations.
- Answering third-party phone calls regarding reservation issues.
Rental Reservations Agent
Westgate Resorts
Orlando, USA
08.2021 - 01.2022
- Responsible for incoming calls regarding new and existing reservations.
- Building rapport with guests while building value to the resorts and units to meet monthly sales goals.
- Answering questions concerning resort amenities, unit descriptions, location, and travel directions.
Grocery Team Leader
Publix
Orlando, USA
04.2017 - 05.2020
- Managed and monitored daily operations of the grocery store and inventory.
- Developed and followed procedures for ordering, receiving, pricing, and stocking for the department as well as enforcing loss control.
- Engaged in team meetings to make sure productivity goals were being met while delivering premiere customer service to our customers.
Pharmacy Technician
Publix
Orlando, USA
05.2014 - 04.2017
- Assisted pharmacists in filling 175+ prescriptions each day by locating and dispensing orders precisely and efficiently.
- Multi-tasked answering phone calls, inputting information, dispensing prescriptions, and taking care of both drive-thru and walk-in customers.
Shift Manager
McDonald's
Orlando, FL
12.2012 - 04.2015
- Supervised team members during high-volume shifts to ensure efficient service.
- Implemented inventory controls to manage food and supply costs effectively.
- Handled customer inquiries and resolved complaints promptly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supervised and trained staff in customer service, food handling, and safety protocols.
Education
Associate in Science - Marketing Management
Indian River State College
Fort Pierce, FLHigh School Diploma -
Lake Nona High School
Orlando, FLSkills
- Sales
- Leadership
- Problem-Solving
- Negotiation and de-escalation in tense situations
- Excellent written and communication skills
- Inventory Management
- Strong Attention to detail
- Customer relationship management software
- Data entry
- Analytical skills
Languages
- Spanish
- English
Timeline
Reservations Support Supervisor
Westgate Resorts
04.2023 - Current
Wholesale Booking Agent
Westgate Resorts
01.2022 - 04.2023
Rental Reservations Agent
Westgate Resorts
08.2021 - 01.2022
Grocery Team Leader
Publix
04.2017 - 05.2020
Pharmacy Technician
Publix
05.2014 - 04.2017
Shift Manager
McDonald's
12.2012 - 04.2015
Associate in Science - Marketing Management
Indian River State College
High School Diploma -
Lake Nona High School