Jonathan Casas
Inverness
Summary
Customer-focused Senior Guest Service Team Leader known for productivity and efficiency in task completion. Possess strong skills in conflict resolution, team management, and operational improvements. Excel in communication, problem-solving, and adaptability, ensuring guest satisfaction and team cohesion. Customer-focused professional with background in front desk guest service operations. Have solid experience in handling customer inquiries, resolving complaints, and managing reservations to ensure smooth hotel operations. Strong interpersonal skills paired with proficiency in multitasking and prioritizing tasks under high-pressure situations. Made notable contributions in enhancing customer satisfaction and loyalty through proactive service approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Service
Holiday Inn Express
Lecanto
07.2024 - Current
- Lead team of guest service associates by providing guidance and support to ensure exceptional customer service.
- Directed team of guest service representatives to ensure that all inquiries and complaints were handled promptly and professionally.
- Provided guidance and assistance to new guest service employees during onboarding process.
- Upheld company standards for quality guest service during every interaction with customers.
- Analyzed data from guest surveys to identify areas of improvement in the guest service process.
- Collaborated closely with colleagues in order to provide exceptional guest service experiences.
Pharmacy Customer Service Representative
Walgreens
Homosassa
10.2023 - 07.2024
- Ensured proper handling of controlled substances according to DEA guidelines.
- Maintained accurate records of all transactions, including refills and new prescriptions.
- Answered incoming calls promptly, courteously, and professionally.
- Resolved customer complaints and concerns in a professional manner.
- Processed prescription orders using pharmacy software system.
- Operated cash register to process payments from customers.
- Resolved customer complaints in an efficient and professional manner.
- Provided excellent customer service by responding to inquiries in a timely manner.
CNA
The Terrace of Jacksonville
Jacksonville
03.2023 - 09.2023
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Reported changes in patient conditions to registered nurse or physician.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Monitored vital signs such as pulse rate, respiration rate, and blood pressure.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
Manager on Duty
Embassy Suites
Kissimmee
02.2017 - 01.2023
- Reviewed daily sales reports to identify areas of improvement.
- Analyzed data from customer surveys and implemented changes accordingly.
- Provided guidance and support to team members when needed.
- Resolved customer complaints in a professional manner.
- Delegated tasks among team members according to their strengths and abilities.
- Audited cash registers at the end of each shift for accuracy.
- Developed strategies to increase customer satisfaction ratings.
- Performed administrative tasks such as filing documents or preparing reports.
- Interacted with customers regularly to ensure their needs were met.
- Monitored staff performance and provided feedback to ensure quality customer service.
- Trained new employees on job duties and company policies.
- Ensured compliance with safety regulations, company policies, and procedures.
- Trained new employees on company policies, job duties, and performance expectations.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
Education
Bachelor of Science - Nursing
Saint Johns River State College
Orange Park, FL05-2026
Associate of Science - Nursing RN
Saint Johns River State College
Orange Park, FL12-2024
Bachelor of Science - Hospitality And Tourism Management
University of Central Florida
Orlando, FL12-2014
Associate of Arts - Business Administration Management
College of Central Florida
Lecanto, FL05-2012
Skills
- Patient care
- Pharmacology knowledge
- Customer service
- Team building
- Hospitality and guest service
- Guest service management
- Personable guest service
- Foodservice innovation
- Account services
- Escrow services
- Guest safety expertise
- Customer service oversight
- Customer service training
- Food service skills
- Fast and efficient service worker
- Attentive service
Languages
Spanish
Limited
Certification
- CNA
References
References available upon request.
Timeline
Guest Service
Holiday Inn Express
07.2024 - Current
Pharmacy Customer Service Representative
Walgreens
10.2023 - 07.2024
CNA
The Terrace of Jacksonville
03.2023 - 09.2023
Manager on Duty
Embassy Suites
02.2017 - 01.2023
Bachelor of Science - Nursing
Saint Johns River State College
Associate of Science - Nursing RN
Saint Johns River State College
Bachelor of Science - Hospitality And Tourism Management
University of Central Florida
Associate of Arts - Business Administration Management
College of Central Florida
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